Own end-to-end 1:1 onboarding for new customers, guiding them through setup, configuration, and early workflows tailored to their goals
Partner with customers to help them reach early time-to-value, ensuring they understand core features and best practices
Manage a book of onboarding customers, balancing personalized guidance with efficiency and consistency
Occasionally support 1:many onboarding programs, such as live group sessions, webinars, or office hours, during periods of high volume or coverage needs
Collaborate with Customer Success, Support, and Sales to ensure a smooth handoff and aligned customer experience
Identify common onboarding challenges and surface insights to improve onboarding materials, processes, and customer education
Contribute to onboarding documentation, templates, and resources to improve consistency and scalability
Track onboarding progress and outcomes, ensuring customers complete onboarding milestones and are set up for success

3-5 years of experience in Customer Support, Customer Onboarding, Customer Success, Implementation, or a similar customer-facing role in a SaaS or PLG environment
Strong facilitation and communication skills; you’re comfortable leading 1:1 sessions and occasionally presenting to small groups
Customer-centric mindset with the ability to translate customer goals into clear onboarding plans
Organized and detail-oriented; you can manage multiple onboarding engagements simultaneously
Comfortable working within defined processes while also contributing ideas to improve them
Clear, empathetic communicator who can adapt to different customer needs and learning styles
Comfortable learning and using modern CS tools (e.g., HubSpot, Notion, Fathom, Customer Success platforms, etc.)

Comprehensive Benefits
Unlimited vacation
Company RRSP program with employer-matched contributions
$750 annual Health & Wellness Allowance
$1,000 annual Learning & Development Allowance
$500 annual Home Office Allowance
Sprout Family: personalized support for family-building and fertility journeys
Inkblot: confidential, digital mental health support from licensed professionals
Regular virtual company-wide events, lunches, and team socials to stay connected

Customer Onboarding Manager

Key skills