Remote Onboarding Specialist (SaaS Customer Success)

Bilinguallink; Greater Sudbury; Remote; CAD 60,000 - 65,000; Full time

Benefits offered by this job

Benefits & Vacation

Flexible hybrid work environment

Job summary

WellnessLiving is seeking an Onboarding Specialist to guide new customers through implementation, training, and launch while managing multiple onboarding projects remotely from Canada. You’ll ensure timelines, expectations, and communication stay aligned to deliver a smooth initial experience.

The role blends customer relationship-building with project management, problem-solving, and technology, working with internal teams to remove roadblocks and set customers up for long-term success.

Qualifications

• 2-3+ years of experience in customer onboarding, implementation, customer success, account management, or a similar customer-facing role, preferably within a SaaS environment.
• Strong customer communication and relationship-building skills, with the ability to listen empathetically, establish trust, manage expectations, and guide customers confidently through change.
• Excellent organization and project-management skills, with the ability to manage multiple customer implementations, timelines, and competing priorities at once.
• Strong written and verbal communication skills, including experience delivering virtual product training, presentations, or customer walkthroughs.
• Comfortable learning new software and explaining technical concepts, workflows, and processes to customers with varying levels of technical experience.
• Experience working with CRM, ticketing, project-management platforms (e.g. Zoho, Salesforce), and Microsoft 365 (intermediate Excel skills)
• Experience with software implementations, system configuration, or customer data migrations is considered a strong asset.

Responsibilities

• Own and manage a portfolio of customer onboarding projects from kickoff through successful launch, ensuring timelines, milestones, and expectations remain on track.
• Lead onboarding and discovery conversations to understand each customer’s business needs, goals, workflows, and implementation requirements.
• Deliver personalized virtual product training that enables customers to confidently use WellnessLiving in their day-to-day operations.
• Maintain proactive communication throughout the onboarding process, providing customers with clear progress updates, next steps, and guidance.
• Identify onboarding risks, delays, or challenges early and take ownership of coordinating solutions or escalating issues when needed.
• Coordinate customer data migration, system setup, and implementation requirements in partnership with internal teams.
• Manage onboarding-related questions, support tickets, and customer issues with urgency and a solutions-focused approach.
• Maintain accurate records of customer progress, implementation details, and key onboarding activities within internal systems.
• Collaborate with Customer Success, Support, Sales, Product, and other teams to resolve challenges and continuously improve the onboarding experience.
• Uphold a high level of professionalism and embody the core values of WellnessLiving, ensuring a positive and impactful experience for all customers.

Skills

Customer onboarding

Project management

Customer success

Account management

SaaS experience

CRM experience

Tools

Zoho

Salesforce

Microsoft 365

Excel

Job description

WellnessLiving is seeking an Onboarding Specialist to guide new customers through implementation, training, and launch while managing multiple onboarding projects remotely from Canada. You’ll ensure timelines, expectations, and communication stay aligned to deliver a smooth initial experience.

The role blends customer relationship-building with project management, problem-solving, and technology, working with internal teams to remove roadblocks and set customers up for long-term success.