Onboarding Specialist

Riverside Technology, inc.; Toronto; On-site; CAD 54,000 - 66,000; Full time

Job summary

Riverside.fm in Toronto, Canada is seeking an Onboarding Specialist to join our Customer Success team. You’ll lead onboarding sessions, train customers on new features, and create resources to support both customers and internal teams, directly impacting satisfaction and retention.

You’ll collaborate with Sales and Product to ensure a cohesive handoff and up-to-date enablement materials, while helping new hires stay current with the latest features and best practices.

Qualifications

• Proven experience in a customer-facing role in a SaaS environment.
• Ability to explain technical concepts clearly.
• Experience creating and delivering training content.
• Strong organizational skills and multi-project management.
• Confident in facilitating live virtual training sessions.
• Customer-focused attitude and eagerness to educate others.

Responsibilities

• Conduct live onboarding and training sessions for new customers.
• Educate customers on new features and updates.
• Create and maintain training decks, guides, and workshops.
• Collaborate with Sales and Customer Success for smooth handoffs.
• Support onboarding and training of new Customer Success hires.
• Monitor customer health and address risks to minimize churn.
• Align resources with product and marketing updates.

Skills

Customer-facing experience

SaaS experience

Training content creation

Live virtual training

Organizational skills

Proactive mindset

Job description

Riverside.fm is your online studio for high-quality recordings and incredibly smart and fast editing. It's powered by AI, but built for human conversations—anything from podcasts to video marketing is captured with 4K video quality and crystal-clear audio, no matter where you’re located. By removing all barriers between idea and expression, we empower anyone to create stories and conversations that engage their audience and inspire the world.

About the Role

Riverside is growing rapidly, and we’re seeking an Onboarding Specialist to join our Customer Success team. In this role, you’ll be instrumental in ensuring our customers get the most out of Riverside’s solutions from the start. You will lead onboarding sessions, train customers on new features, and create impactful resources to support both customers and our internal teams. Your efforts will directly influence customer satisfaction and retention, making you a key contributor to our success.

Responsibilities

• Conduct live onboarding and training sessions for new customers to ensure seamless adoption of Riverside’s solutions.
• Educate existing customers on new features and updates to maximize their value from our platform.
• Create and maintain customer-facing resources, including training decks, guides, and workshops.
• Collaborate with the Sales and Customer Success teams to ensure smooth customer handoffs and a cohesive experience.
• Support the onboarding and ongoing training of new hires within the Customer Success team, ensuring they are up-to-date with the latest features and best practices.
• Proactively identify customer needs and milestones, driving them toward achieving their “first value.”
• Monitor customer health and address potential risks to minimize churn.
• Partner with product and marketing teams to ensure resources reflect the latest developments and best practices.

Requirements:

Requirements

• Proven experience in a customer-facing role, ideally in support, onboarding, training, or customer success within a SaaS environment.
• Strong ability to explain technical concepts in a simple and engaging manner.
• Experience creating and delivering training content and materials.
• Exceptional organizational skills, with the ability to manage multiple projects and deadlines.
• Confidence in facilitating live virtual training sessions.
• A proactive mindset with a passion for delivering exceptional customer experiences.
• An eagerness to help and educate others, with a friendly and customer focused attitude.

Compensation:

The expected base salary range for this role is up to CAD $60,000. Actual compensation will be determined based on experience and skills.