Own the full onboarding lifecycle — from requirements gathering to post-launch review — ensuring timelines, milestones, and deliverables are met.
Partner with customers to identify use cases, workflows, and success criteria that guide system configuration and setup.
Manage data imports, integrations, and configurations to ensure systems align with customer needs.
Collaborate with internal product, engineering, and support teams to troubleshoot issues and optimize implementation processes.
Identify recurring onboarding challenges and propose scalable, repeatable solutions to improve efficiency and quality.
Track and report implementation metrics, customer satisfaction, and launch readiness across projects.
Be a voice of the customer in internal discussions, influencing roadmap priorities and process improvements.
Support customers through adoption and process alignment, providing practical guidance to help teams transition to new workflows and fully leverage the system as designed.
Monitor and manage implementation scope to ensure projects stay aligned with agreed requirements, timelines, and outcomes.
Proactively identify implementation risks and dependencies, escalating early and developing mitigation plans to protect timelines and outcomes.

2–5 years of experience in implementation, onboarding, or customer success roles — preferably in a SaaS or technology environment.
Strong project management skills with the ability to manage multiple customer implementations simultaneously.
Familiarity with integration concepts, APIs, and SaaS platforms (Salesforce, HubSpot, NetSuite, etc.).
Excellent communication and relationship-building skills — both with customers and internal.
High attention to detail and a process-driven mindset.
Comfort working in fast-paced, evolving environments with distributed teams.
Experience collaborating cross-functionally with Product, Engineering, and Customer Success to streamline delivery.
Experience supporting customers through process or system changes, with the ability to guide adoption and reinforce best practices.

Comprehensive Health Coverage: Coverage begins on your first day of employment.
401K Plan (US): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested.
RRSP (CAN): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested.
Flexible PTO: Enjoy uncapped paid time off to balance your work and personal life.
12 weeks paid leave for all employees.
Monthly Stipend: Receive $75 USD / $140 CAD per month for phone and internet if you work remotely.
Generous Holiday Schedule: Benefit from an extensive list of holidays to recharge and spend time with loved ones.

Onboarding & Implementation Specialist

Key skills