Onboarding Specialist

Riverside.fm; Toronto; On-site; CAD 70,000 - 100,000; Full time

Benefits offered by this job

Competitive OTE

Medical, Dental, and Vision benefits

Stock options

Generous PTO

401k + matching

Monthly office space and home cleaning

Laptop and other equipment

Job summary

Riverside.fm in Toronto seeks 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.

You will drive first value for customers, monitor health, and collaborate with Sales, Product, and Marketing to reflect the latest updates and best practices. This role offers growth within a fast-growing SaaS environment.

Qualifications

• Proven experience in a customer-facing role, ideally in support, onboarding, training, or customer success within a SaaS environment.
• Confident in facilitating live virtual training sessions.
• Able to explain technical concepts clearly and engagingly.
• Proactive mindset with a passion for delivering exceptional customer experiences.
• Experience creating and delivering training content and materials.
• Excellent organizational skills with ability to manage multiple projects and deadlines.
• Friendly, customer-focused attitude.

Responsibilities

• Lead onboarding sessions for new customers to ensure seamless adoption of Riverside’s solutions.
• Train customers on new features and updates to maximize value.
• Create and maintain customer-facing resources (training decks, guides, workshops).
• Collaborate with Sales and Customer Success to ensure smooth handoffs and cohesive experiences.
• Support onboarding and ongoing training of new hires within the Customer Success team.
• Identify customer needs and milestones, driving toward first value.
• Monitor customer health and address risks to minimize churn.
• Partner with Product and Marketing to reflect latest developments and best practices.

Skills

Customer onboarding

Live virtual training

SaaS experience

Training content creation

Effective communication

Problem-solving

Organizational skills

Cross-functional collaboration

Job description

• 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
• 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

Benefits

• Competitive OTE
• Medical, Dental, and Vision benefits
• Stock options
• Generous PTO
• 401k + matching
• Monthly office space and home cleaning services stipends
• Laptop and other equipment

Proven experience in a customer-facing role, ideally in support, onboarding, training, or customer success within a SaaS environmentConfidence in facilitating live virtual training sessionsStrong ability to explain technical concepts in a simple and engaging mannerA proactive mindset with a passion for delivering exceptional customer experiencesExperience creating and delivering training content and materialsExceptional organizational skills, with the ability to manage multiple projects and deadlinesAn eagerness to help and educate others, with a friendly and customer focused attitude