Onboarding Manager

Dash Social; Halifax; On-site; CAD 70,000 - 95,000; Full time

Benefits offered by this job

Vacation, personal days and sick time

RRSP/401k matching

Quarterly wellness benefit

Donation matching program

Parental leave top-up plan

Work-from-home benefit

Flexible working hours and location

Departmental and team-wide bonding

Job summary

Dash Social, a social media management platform, is seeking a Customer Onboarding Manager to guide prospects and new customers through their onboarding journey, ensuring adoption and long-term success. You will collaborate with Account Executives, Account Managers, Product, and Product Marketing to deliver a seamless onboarding experience.

The role requires 2-4 years in customer-facing SaaS or onboarding, strong technical aptitude, and travel for on-site training.

Qualifications

• 2-4 years of experience in customer-facing SaaS, customer success, or onboarding roles.
• Strong technical aptitude and ability to quickly learn complex software.
• Experience using AI tools as a work function.
• Excellent organizational skills and attention to detail.
• Exceptional communication and presentation skills; ability to build trust with customers.
• Comfortable working cross-functionally in a fast-paced environment.
• Growth-minded, proactive, and eager to learn new skills.
• Experience leading virtual and in-person meetings and training.
• Ability to travel for on-site client training as needed.

Responsibilities

• Lead new customers through a structured onboarding program, driving usage, adoption, and ROI.
• Deliver engaging product training, demos, and workshops tailored to each customer's needs.
• Align onboarding activities with customers' goals to ensure success.
• Serve as the primary point of contact for platform-related inquiries during onboarding.
• Identify growth opportunities during onboarding and trial phases.
• Monitor customer usage and workflows via analytics tools; share insights to drive adoption.
• Provide feedback to Product and Product Marketing teams.

Skills

Customer-facing SaaS experience

Technical aptitude

AI tools experience

Communication skills

Organizational skills

Cross-functional collaboration

Public speaking

Travel readiness

Tools

Mixpanel

Looker

Job description

Dash Social is brand-intelligent AI for social growth. By bringing brand, creative, social performance and workflows together in one connected system, Dash helps marketing teams create content, act on recommendations, report on results and know what to do next. Global brands rely on Dash to move faster without losing control of their brand. Learn more at dashsocial.com.

At Dash Social, you'll have the opportunity to take risks, learn and grow your career alongside a talented, hardworking team. Our policies and practices have earned us recognition as a top employer in Canada.

The Opportunity

As a Customer Onboarding Manager on our Customer Success team, you will guide prospects and new customers through their onboarding journey with Dash Social. During their first 30-90 days (on average), you'll act as their trusted advisor, proving our value, driving product adoption, and ensuring they're set up for long-term success.

You'll collaborate closely with Account Executives, Account Managers, Product, and Product Marketing teams to deliver a seamless onboarding experience, uncover expansion opportunities, and help customers achieve their business goals using Dash Social.

What You’ll Do / Responsibilities

Customer and Prospect Engagement

• Lead new customers through a structured onboarding program, driving usage, adoption, and overall ROI.
• Deliver engaging and efficient product training, feature demos, and workshops tailored to each customer's needs.
• Understand each customer's unique goals and align onboarding activities to ensure success.
• Act as the primary point of contact for all platform-related inquiries during onboarding.
• Identify and surface growth opportunities during onboarding and trial phases.

Internal Collaboration and Feedback

• Monitor customer usage and workflows via Mixpanel and Looker; share insights to drive adoption and determine when the client is ready to graduate from the onboarding phase.
• Track and communicate product issues, customer questions, and trends.
• Provide clear, actionable feedback to Product and Product Marketing teams.
• Leverage AI tools for improved workflows and efficiencies
• Collaborate with fellow Onboarding Managers to ensure consistency and excellence in the onboarding experience.

About You / Desired Qualifications

• 2-4 years of experience in customer-facing SaaS, customer success, or client onboarding roles.
• Strong technical aptitude and the ability to quickly learn complex software.
• Experience using AI tools as a work function
• A confident self-starter with excellent organizational skills and attention to detail.
• Exceptional communication and presentation skills - you know how to build trust with customers.
• Comfortable working cross-functionally and adapting to a fast-paced, evolving environment.
• Growth-minded, proactive, and motivated to learn new skills.
• Experience leading both virtual and in-person meetings and training is required.
• Ability to travel for on-site client training as needed.

Don't meet every qualification? Research shows that equity-deserving groups are 20% less likely to apply to jobs if they don't check every box. If this role excites you and you think you have what it takes, we encourage you to still apply. You may be the best candidate for this role.

Work With Us

Dash Social is a social media management platform that equips brands with intelligence and speed to stay ahead of the curve. We're building a team of smart, curious, and driven people who care about doing great work. It's the people at Dash that propel us forward.

We believe that great ideas come from different places. We're proud of the team we've built so far and are always looking for people who bring new ideas, experiences, and dedication as we continue to grow. If you are collaborative, thoughtful, eager to learn and grow, and are a hard worker, you'll fit right in here.

Dash Social's hiring practices are based on skills, potential and character, regardless of race, religion, colour, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.

Employee Benefits

At Dash Social, our team is our competitive advantage. We are committed to supporting one another and work hard to ensure everyone has the support they need. In addition to health and dental benefits for you and your family, you can also expect:

• Vacation, personal days and sick time
• RRSP/401k matching
• Quarterly wellness benefit
• Donation matching program
• Parental leave top-up plan
• Work-from-home benefit
• Flexible working hours and location
• Departmental and team-wide bonding activities