Salesforce Support & Onboarding Lead

Better Impact Inc.; Winston-Salem (NC); On-site; USD 85,000 - 95,000; Full time

Benefits offered by this job

Fully remote work environment

Salary review annually

Paid holidays

Job summary

Better Impact Inc. is seeking a Salesforce-focused Customer Success Leader to oversee support, onboarding, and client training for our HandsOn Connect platform.

You will work directly with clients, shaping processes, training materials, and documentation to reduce issues and improve adoption. The role requires 5+ years in customer-facing roles, 3+ years Salesforce administration, and a current Salesforce certification.

Qualifications

• 5+ years in a customer-facing role, preferably SaaS.
• 3+ years of hands-on Salesforce administration experience.
• Experience mentoring or leading people on a support, onboarding, or customer success team.
• At least one current Salesforce certification (Administrator, Advanced Administrator, Nonprofit Cloud Consultant, or similar).
• Comfortable working remotely and running client calls and trainings.
• Strong communication, documentation, and project management skills.
• Able to juggle several priorities without dropping the thread.

Responsibilities

• Customer Support Leadership. Be the escalation point for the hard ones and set the bar for what good support looks like here.
• Onboarding Program and Team Lead. Own onboarding from the first call to go-live and create repeatable processes.
• Client Training & Resource Development. Run trainings and build scalable materials (guides, videos, knowledge base articles).
• Retention & Expansion Support. Work with Customer Success to identify at-risk accounts and help them get more value from the product.
• Team Leadership & Process Improvement. Mentor the team and improve workflows, documentation, and ticket flow.

Skills

Customer-facing

Leadership

Education

Salesforce Certification

Tools

Salesforce Administration

Job description

About Better Impact

Better Impact builds software for organizations that rely on people showing up for one another and their communities.

About Better Impact

Better Impact builds software for organizations that rely on people showing up for one another and their communities.

Our platforms help nonprofits, hospitals, government agencies, volunteer centers, and corporate community programs recruit, onboard, schedule, train, communicate with, and understand the impact of their volunteers.

More than 85,000 organizations across 20 countries use Better Impact today.

In January 2026, Better Impact and Galaxy Digital combined to create a larger platform dedicated to volunteerism and community engagement.

We are now a team of more than 100 employees and FTEs, operating across Canada, the United States, the United Kingdom, and Australia.

We are growing, integrating, and building the systems a company at our stage needs. That includes the People function.

About HandsOn Connect

HandsOn Connect is our volunteer management platform, built natively on Salesforce. Nonprofits, companies, and universities use it to recruit, schedule, track, and report on their volunteers through a branded portal that runs on their own Salesforce data.

Our Team & Culture

We think good software should make community work easier, not add to the pile.

We are a remote team that ships carefully, shares credit, and gives people real room to grow.

We welcome different backgrounds and perspectives. If you meet most of what is listed below but not all of it, apply anyway. We would rather hear from you.

The Role

You are the person our customers count on when something in Salesforce is not behaving, and the person who sets them up so that happens less often.

The job blends hands‑on Salesforce work, customer support, and onboarding. You will work directly with clients, and you will also shape how support and onboarding actually run here: the process, the training, and the documentation.

We are looking for someone who likes untangling a messy technical problem, likes the person on the other end of the ticket, and cannot leave a broken process alone.

It is a good fit if you like to lead by doing, if you enjoy teaching and coaching, and if you are happiest when you can fix the thing and then fix the reason it broke.

Where we’re building software to help organisations succeed means that every role is important and you’re a key part of the expectation that people will be supported as well as the end product you’re building.

Core Responsibilities

• Customer Support Leadership. Be the escalation point for the hard ones. Work tickets alongside the team, give clear answers quickly, and set the bar for what good support looks like here.
• Onboarding Program and Team Lead. Own onboarding from the first call to go‑live. Walk new clients through setup and configuration on a timeline that fits them, then turn what works into a repeatable process.
• Client Training & Resource Development. Run customer trainings and build the materials that scale them: guides, short videos, knowledge base articles. Help customers get past the basics and actually use the platform well.
• Retention & Expansion Support. Work with Customer Success to spot accounts that are drifting, and step in early. Use usage data and support trends to find where customers could be getting more out of the product.
• Team Leadership & Process Improvement. Mentor the support team and help build a function that runs well without heroics. Improve workflows, documentation, and how tickets move between people.

Requirements

Salesforce Technical Expertise

• Custom object and field creation
• Salesforce Flow design and implementation
• SOQL query writing
• User permission management
• Email templates, alerts, and list views
• Reports and dashboards
• Data import/export and Translation Workbench
• Troubleshooting configuration and data issues

What You Bring

• 5+ years in a customer‑facing role, preferably in SaaS
• 3+ years of hands‑on Salesforce administration experience
• Experience mentoring or leading people on a support, onboarding, or customer success team
• At least one current Salesforce certification (Administrator, Advanced Administrator, Nonprofit Cloud Consultant, or similar)
• Comfortable working remotely and running client calls and trainings
• Strong communication, documentation, and project management skills
• Able to juggle several priorities without dropping the thread

Nice to Have

• Hands‑on experience with HTML and CSS
• Experience creating customer training materials or video tutorials
• CMS experience (Wix, WordPress, or similar)
• Working knowledge of HTML, SOQL, or similar technical languages

Benefits

Salary Range: $85,000-$95,000

Our benefits package includes:

• Medical, Dental & Vision Insurance (after 90 days)
• 401(k) (after 90 days)
• Unlimited PTO after 90 days, plus 9 paid holidays
• Paid maternity and paternity leave
• Fully remote work environment
• We review salaries every year and adjust based on your performance and how the company is doing. This is a full‑time, fully remote position