Onboarding Specialist: Drive Adoption & Customer Success

Socket.dev; Toronto; On-site; CAD 60,000 - 90,000; Full time

Benefits offered by this job

Generous Paid Time Off

Extended Parental Leave

Robust Health Coverage

Accelerated Learning Paths

Team Wellness Initiatives

Company-wide Events

Employee Resource Groups

Recognition awards

Job summary

EcoOnline is seeking an Onboarding Specialist to guide customers through adopting our platform and to help build foundations for long-term success. You’ll be among the first customers meet, removing barriers and simplifying complexity to enable a smooth start for organizations.

You’ll join a collaborative team that challenges outdated processes, values autonomy, and supports continuous improvement in onboarding, support, and delivery.

Qualifications

• 2+ years in a client-facing onboarding, implementation, or SaaS role.
• Strong ability to learn new software quickly; tech-curious and confident with systems.
• Excellent written and verbal communication, adaptable to audience.
• Attention to detail and pride in polished, accurate work.
• Ability to manage multiple onboarding projects across time zones.
• Skilled at building rapport with customers, including challenging ones.
• Monitor onboarding health; identify risks and work with internal teams on mitigation.
• Independent work style with effective cross-team collaboration.
• Strong analytical and problem-solving skills.
• Critical thinking; analyze issues and determine solutions.

Responsibilities

• Own the end-to-end onboarding experience and ensure successful platform adoption.
• Drive customer confidence through effective enablement and guidance.
• Deliver high-quality onboarding experiences to support customer success and retention.
• Take full ownership of an assigned customer portfolio and manage progress and outcomes.
• Manage onboarding timelines, deliverables, risks, and expectations across projects.
• Ensure onboarding activities are documented and tracked.

Skills

Onboarding experience

SaaS customer-facing

Excellent communication

Time zone management

Analytical skills

Problem solving

Job description

EcoOnline is seeking an Onboarding Specialist to guide customers through adopting our platform and to help build foundations for long-term success. You’ll be among the first customers meet, removing barriers and simplifying complexity to enable a smooth start for organizations.

You’ll join a collaborative team that challenges outdated processes, values autonomy, and supports continuous improvement in onboarding, support, and delivery.