Senior Onboarding Specialist

Kindsight; Toronto; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading company in Fundraising Intelligence is seeking a Senior Onboarding Specialist to enhance the customer onboarding experience. This role involves developing training programs, facilitating onboarding, and collaborating with cross-functional teams to ensure customer success. The ideal candidate will have SaaS experience, excellent communication skills, and a passion for customer education.

Qualifications

• 3–6 years in SaaS onboarding, implementation, or customer education.
• Proven ability in developing and delivering effective customer training programs.
• Exceptional communication skills for diverse audiences.

Responsibilities

• Plan and facilitate onboarding, ensuring successful product utilization.
• Deliver training sessions and create customer-facing documentation.
• Monitor user adoption and identify churn risks.

Skills

Customer-centric mindset

Communication

Project management

Instructional design

Education

Bachelor’s degree in Business, Education, Communications, or related field

Tools

Salesforce

LMS platforms

Scribe

Gainsight

Job description

Job Title: Senior Onboarding Specialist

Department: Customer Success

Reports To: Manager of Onboarding and Implementation

Job Status: Full-Time (Salaried)

Work Location: Remote (Canada)

About Kindsight

Kindsight delivers an innovative Fundraising Intelligence platform that leverages big data, AI, and automation to empower modern fundraising. It is a merger of iWave, UC Innovation (ascend CRM), and NonprofitOS, providing comprehensive CRM solutions enriched with data insights and AI content creation, driving efficiency and impact for nonprofit, education, and healthcare organizations.

Position Summary

The Senior Onboarding Specialist plays a vital role in shaping the customer onboarding experience for our platforms. This role ensures a seamless onboarding process and develops scalable training programs and educational content to empower customers. The person will serve as a subject matter expert in customer education and product adoption strategies, collaborating with cross-functional teams to enhance engagement, reduce time-to-value, and promote customer retention. The ideal candidate has experience in SaaS onboarding, customer education, and excellent communication skills, with a passion for creating customer-centric training content and programs in an LMS. Mentorship of junior staff and process improvement contributions are also key responsibilities.

What You’ll Do

1. Customer Onboarding: Plan and facilitate onboarding, including scheduling, preparing materials, and guiding product adoption, setup, configuration, and integrations. Ensure successful utilization of our products.
2. Onboarding Support: Provide direct support to customers, troubleshooting technical issues and guiding them through onboarding steps.
3. Training and Documentation: Deliver training sessions, webinars, and create customer-facing documentation to enhance platform proficiency.
4. Collaboration: Work with the Onboarding Team Lead and cross-functional teams (Sales, Product, Customer Success) to ensure a seamless onboarding experience aligned with customer needs.
5. Customer Health Monitoring: Monitor user adoption, identify churn risks, and explore upsell opportunities during onboarding.
6. Continuous Improvement: Provide feedback to improve onboarding processes and resources, and support the development of onboarding materials and SOPs.
7. Metrics Tracking: Track KPIs like time-to-value, adoption, and engagement to refine onboarding processes.
8. Customer Onboarding & Strategic Enablement: Lead onboarding initiatives, drive adoption, and track success metrics, using data insights for continuous improvement.
9. Training & Content Creation: Design and improve scalable training programs, develop learning paths, and collaborate with marketing and product teams to ensure content accuracy.
10. Cross-Functional Collaboration: Partner with various teams to ensure a cohesive customer experience and leverage insights for product and retention strategies.

What We’re Looking For

• 3–6 years in SaaS onboarding, implementation, or customer education; experience in a senior or strategic role is preferred.
• Proven ability in developing and delivering effective customer training programs, with strong instructional design skills.
• Exceptional communication skills, capable of simplifying complex ideas for diverse audiences.
• Technical proficiency with platform configuration, integrations, troubleshooting, and familiarity with tools like Salesforce, LMS platforms, Scribe, Gainsight, or similar.
• Customer-centric mindset with a proactive approach to solving customer issues and helping achieve their goals.
• Strong project management skills and ability to handle multiple initiatives with attention to detail.
• Ability to work collaboratively across teams and influence without authority.
• Bachelor’s degree in Business, Education, Communications, or related field preferred, or equivalent SaaS experience.

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