Senior Onboarding Specialist

Kindsight; Toronto; Remote; CAD 70,000 - 90,000; Full time

Job summary

A leading company in the nonprofit sector is seeking a Senior Onboarding Specialist to enhance customer onboarding experiences for their iwave and engage platforms. This role involves developing training programs, ensuring successful product adoption, and collaborating with various teams to drive customer success. The ideal candidate will have a strong background in SaaS onboarding, exceptional communication skills, and a passion for customer-centric education.

Qualifications

• 3–6 years in SaaS onboarding or customer education.
• Proven experience in developing and delivering effective customer training programs.
• Exceptional presentation and communication skills.

Responsibilities

• Plan and facilitate the onboarding process for new customers.
• Deliver tailored training sessions and create customer-facing documentation.
• Collaborate with cross-functional teams to enhance the onboarding experience.

Skills

Customer-Centric Mindset

Communication Skills

Project Management

Technical Proficiency

Collaboration

Education

Bachelor's degree in Business, Education, Communications, or a related field

Tools

Salesforce

LMS platforms

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 what has never been possible in the nonprofit world: A Fundraising

Intelligence platform that incorporates big data, AI, and automation to power modern

fundraising. Kindsight is the combination of three companies: iWave, UC Innovation (maker of

ascend CRM), and NonprofitOS. Kindsight offers the most comprehensive and innovative

advancement and fundraising CRM through ascend, which is enhanced with rich data and

insights offered by iWave and the revolutionary AI content creation functionality of NonprofitOS.

Kindsight drives efficiency, productivity, and impact for nonprofit, education, and healthcare

organizations, and empowers them to have the right conversation, with the right donor, at the

right time—every time.

Position Summary:

The Senior Onboarding Specialist plays a key role in shaping the customer onboarding

experience for our iwave and engage platforms. This role not only ensures a seamless and

value-driven onboarding process but also leads the development of scalable training programs

and educational content that empower customers to become confident, long-term users. This

person will serve as a subject matter expert in customer education and product adoption

strategies, collaborating with cross-functional teams to drive engagement, reduce time-to-value,

reduce onboarding risks, and promote long-term success leading to higher customer retention.

The ideal candidate brings strong experience in SaaS onboarding and customer education,

exceptional communication skills, and a passion for building customer-centric content and

training programs in a Learning Management System. This position will also provide mentorship

to junior onboarding specialists and contribute to continuous improvements in process and

resource development.

What You’ll Do:

• Customer Onboarding: Plan and facilitate the onboarding process for new customers,
  
  

including scheduling, preparing material, and providing clear guidance on product

adoption, setup, configuration, and integrations. Ensure customers can successfully

adopt and utilize theiwaveand engage products, and any new product offerings.

• Onboarding Support: Work directly with customers to answer questions, troubleshoot
  
  

basic technical issues, and provide step-by-step support during their onboarding journey.

• Training and Documentation: Deliver tailored training sessions, webinars, and create
  
  

customer-facing documentation to help customers quickly gain proficiency with the

platforms.

• Collaboration: Collaborate with the Onboarding Team Lead and other cross-functional
  
  

teams (Sales, Product, Customer Success) to ensure the onboarding experience is

seamless and aligned with the customer’s needs and organizational goals.

• Customer Health Monitoring: Proactively monitor user adoption during the onboarding
  
  

phase, while identifying any potential churn risks or upsell opportunities.

• Continuous Improvement: Provide feedback on onboarding processes and tools to help
  
  

refine and improve the customer experience. Contribute to the development of

onboarding materials and standard operating procedures based on customer needs and

challenges.

• Metrics Tracking: Support tracking key metrics such as time-to-value, customer
  
  

adoption, and engagement to inform process improvements and enhance the

onboarding journey.

Customer Onboarding & Strategic Enablement

• Lead onboarding initiatives for customer accounts, ensuring alignment with customer
  
  

goals and timelines.

• Drive customer adoption and time-to-value by providing expert guidance on platform
  
  

setup, integrations, and best practices.

• Track key performance indicators such as onboarding success rate, time-to-value,
  
  

training attendance, and content engagement.

• Use data-driven insights to continuously refine onboarding workflows, training content,
  
  

and user enablement strategies.

Training & Content Creation

• Design, deliver, and continuously improve scalable customer training programs,
  
  

including virtual sessions, on-demand videos, webinars, onboarding guides, articles and

internal SOPs.

• Develop learning paths for various customer products (e.g. iwave and engage) to
  
  

enhance product proficiency.

• Collaborate with Product Marketing and Product Management to ensure training content
  
  

reflects product capabilities and messaging.

• Work collaboratively with the Manager of Onboarding to implement a content
  
  

management system (LMS or knowledge base) to support scalable customer education.

• Contribute to onboarding team strategy and scaling efforts through process
  
  

documentation and playbooks.

Cross-Functional Collaboration

• Partner with Sales, Product, Customer Success, and Support to ensure a cohesive and
  
  

consistent customer onboarding and education experience.

• Provide insights from onboarding and training programs to influence product
  
  

development, customer communications, and retention strategies.

What We’re Looking For:

• Experience: 3–6 years in SaaS onboarding, implementation, or customer education
  
  

Experience In a Senior Or Strategic Role Is Preferred.

• Training & Content Development: Proven experience in developing and delivering
  
  

effective customer training programs. Strong instructional design and content creation

skills.

• Communication Skills: Exceptional presentation, facilitation, and written
  
  

communication skills. Ability to simplify complex ideas for various audiences.

• Technical Proficiency: Comfort with platform configuration, integrations, and basic
  
  

troubleshooting. Experience with tools like Salesforce, LMS platforms, Scribe, Gainsight,

or similar is a strong asset.

• Customer-Centric Mindset: A passion for customer success and a proactive, problem-
  
  

solving approach to addressing customer needs and helping them achieve their goals

with our products.

• Project Management: Ability to manage multiple initiatives and priorities with attention
  
  

to detail and strong follow-through.

• Collaboration: Adept at working cross-functionally and influencing without authority
• Education: Bachelors degree in Business, Education, Communications, or a related
  
  

field preferred, or equivalent work experience in a SaaS environment.

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Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Human Resources

• Industries

  Internet Publishing

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