Senior Onboarding Specialist

Hive.co; Toronto; Remote; CAD 61,000 - 87,000; Full time

Job summary

Join a forward-thinking company as a Senior Onboarding Specialist, where you'll play a pivotal role in shaping customer experiences. This position focuses on guiding new clients through their onboarding journey, ensuring they achieve success with the platform. You'll lead training sessions, create tailored onboarding plans, and establish strong relationships with clients. With a commitment to collaboration and continuous improvement, you'll work alongside a dedicated team that values customer satisfaction and growth. If you're passionate about helping others succeed and thrive in a dynamic environment, this opportunity is perfect for you.

Benefits

Comprehensive health and dental coverage

Unlimited vacation/PTO policy

Flexible work hours

Work fully remotely in Canada

Qualifications

• 3+ years of experience in onboarding or customer training, preferably in SaaS.
• Proven ability to manage multiple onboarding projects with precision.

Responsibilities

• Lead customer onboarding from kickoff to handoff, managing timelines and milestones.
• Deliver high-impact onboarding and training sessions for customer teams.

Skills

Onboarding

Customer Training

Project Management

Communication Skills

Client Relationship Management

Education

Bachelor's Degree

Tools

HubSpot

Slack

Google Workspace

Zoom

Loom

Job description

At Hive, we’re all about creating moments that matter and helping event marketers connect with their biggest fans. Live events bring people together, and our industry-leading platform makes it easier than ever for promoters to build strong, lasting connections with their audiences. Our mission is simple: to help live events grow.

The Role

Hive is seeking a detail-oriented and enthusiastic Senior Onboarding Specialist to join our growing Customer Success team. Reporting to the Director of Customer Success, you will be the first point of contact for our new customers, guiding them through the initial setup and ensuring a smooth and positive start with Hive. Your focus will be on setting customers up for success, driving early adoption, and building a strong foundation for long-term engagement. We’re looking for a highly organized individual with excellent communication and training skills, and a passion for creating exceptional customer experiences.

Our Customer Success Team

The Customer Success team at Hive is dedicated to ensuring our clients achieve their desired outcomes through our marketing platform. We act as trusted advisors, building strong relationships, understanding their unique needs, and proactively guiding them to success. We are passionate about helping our customers maximize the value of Hive, leading to increased satisfaction, retention, and growth. Collaboration, empathy, and a focus on delivering exceptional customer experiences are at the core of our team values. The Senior Onboarding Specialist plays a crucial role in this by setting the stage for a successful customer journey.

What You’ll Do

Client Onboarding & Implementation

• Lead customer onboarding from kickoff to handoff, managing timelines, milestones, and stakeholder alignment.

• Run discovery sessions to understand customer needs and deliver a tailored onboarding plan that reduces risk and accelerates time to value.

Client Training & Enablement

• Deliver high-impact onboarding and training sessions, ensuring customer teams can confidently use Hive.

• Create and maintain enablement content like guides, videos, and documentation to support customer learning and success during the onboarding process for accounts and new users

Client Success & Relationship Management

• Establish strong relationships with new customers, communicating clearly and building trust from day one.

• Understand the objectives and expectations of each client unique and reinforce the value of Hive as it relates to hitting those objectives

• Proactively identify risks or blockers and address them quickly, ensuring a smooth transition to ongoing success teams.

Internal Collaboration & Continuous Improvement

• Work with Sales, Customer Success, Product, and Support to ensure customers experience a unified, seamless journey.

• Improve onboarding processes by sharing feedback, documenting best practices, and tracking performance metrics like time to go-live.

• Ability to clearly derive and articulate a customer need even when a customer can’t themselves and share that with the team

What you have

• You have 3+ years of experience in onboarding, customer training, or implementation—preferably in a SaaS environment.

• Proven ability to manage multiple onboarding projects with precision, while delivering a high-quality client experience.

• Familiarity with SaaS tools and customer success platforms (HubSpot experience is a plus).

How you show up

• You have a bias for action and thrive when things aren’t fully figured out.

• You love getting into the weeds of how products work and enjoy helping others do the same.

• You’re a strong communicator who can lead a room, read between the lines, and make customers feel heard and confident.

• You’re a team player with grit, curiosity, and a high standard for your work.

Technologies we use & teach

• Hive Platform (obviously!)

• CRM (HubSpot)

• Communication & Collaboration Tools (Slack, Google Workspace)

• Presentation & Training Tools (Zoom, Loom)

Experience with these is a plus, and we are committed to providing thorough training on the Hive platform and our onboarding processes.

Comp/Benefits Package

• Meaningful salary: you’re rewarded based on impact

  • The base salary range for this role is $61,000 to $87,000 CAD per year. This compensation range takes into account a wide range of factors that are considered in making compensation decisions including but not limited to job-related skills, experience and relevant training, and business and organizational needs. New team members typically start between $61,000 - $74,000, based on experience and alignment with the expectations outlined in this posting. This range reflects not just where you begin, but the growth we expect and invest in as you grow at Hive.

• Work fully remotely in Canada: where you are most productive whether that be from your house, or elsewhere. We just ask that you have the legal work authorization in Canada.

• Flexible work hours: customize your schedule as long as it’s not disruptive to your role, team, and Hive

• Health + Insurance: Comprehensive health and dental coverage with a parental leave top-up program

• Unlimited vacation/PTO policy: so you can be happy and healthy!

About Hive

Hive is the industry-best marketing platform for event marketers. Our platform powers marketing for 1500+ of the most iconic event, festivals, venues, promoters, and event-centric brands across North America.

We help our clients sell out their shows and make their events unforgettable - by helping them grow their customer base and personalizing and automating their email, SMS, and ad campaigns.

Hive integrates with 25+ partners like Ticketmaster and Shopify, ingesting rich customer data in real-time. With this data, event marketers can segment their audiences in powerful ways and send timely, customized messages to their customers.

Hive was founded in a University of Waterloo computer lab and graduated from Y Combinator in 2014. Today, we’re a remote-first team spread across Canada and the US, building a product and a culture that values clarity, ownership, and real customer impact.

To learn more about our team, check out the About Us and Careers pages on our website.