Onboarding Specialist

Riverside; Toronto; Remote; CAD 36,000 - 60,000; Full time

Job summary

Riverside.fm is seeking an Onboarding Specialist to join our Customer Success team. You will lead onboarding sessions and train customers on new features, creating resources to support customers and internal teams.

Your actions will influence satisfaction and retention, making you a key contributor to Riverside's success. Experience in SaaS onboarding and strong training skills are required.

Qualifications

• Experience in a customer-facing role, ideally in support, onboarding, training or customer success in SaaS.
• Ability to explain technical concepts in a simple and engaging way.
• Experience creating and delivering training content and materials.
• Excellent organizational skills with multiple projects and deadlines.
• Comfort facilitating live virtual training sessions.
• Proactive attitude focused on delivering great customer experiences.

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 value from the platform.
• Create and maintain customer-facing resources, including training decks, guides, and workshops.
• Collaborate with Sales and Customer Success to ensure smooth handoffs and a cohesive experience.
• Support onboarding and ongoing training of new hires within the Customer Success team.
• Identify customer needs and milestones, driving progress toward first value.
• Monitor customer health and address risks to minimize churn.
• Partner with product and marketing to reflect latest developments and best practices.

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

• 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.