SaaS Onboarding & Training Champion

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 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.