Onboarding & Implementation Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the complete onboarding lifecycle, from gathering requirements to conducting post-launch reviews.

• Collaborate with clients to determine use cases, workflows, and success benchmarks for configuration and setup.

• Oversee data imports, integrations, and configurations tailored to customer specifications.

• Work alongside Product, Engineering, and Support teams to resolve issues and enhance implementation processes.

• Recognize recurring onboarding challenges and suggest scalable, repeatable solutions.

• Monitor and report implementation metrics, customer satisfaction levels, and launch preparedness.

• Advocate for the customer perspective in roadmap planning and process improvement discussions.

• Facilitate adoption and process alignment by aiding customers in transitioning to new workflows and maximizing system utilization.

• Supervise implementation scope, requirements, timelines, and outcomes.

• Identify implementation risks and dependencies, escalate issues promptly, and create mitigation strategies.

⛳️ Requirements

• 2–5 years of experience in implementation, onboarding, or customer success positions, ideally within a SaaS or technology context.

• Strong project management abilities, capable of handling multiple customer implementations concurrently.

• Knowledge of integration concepts, APIs, and SaaS platforms such as Salesforce, HubSpot, and NetSuite.

• Exceptional communication and relationship-building skills with both customers and internal teams.

• Keen attention to detail and a process-oriented mindset.

• Comfortable working in dynamic, fast-paced environments with remote teams.

• Experience collaborating across functions with Product, Engineering, and Customer Success teams.

• Background in assisting customers through process or system transitions and promoting adoption.

• Final candidates must successfully pass a background check.

• Preferred: experience leading complex SaaS or enterprise software implementations with measurable impacts on customers.

• Preferred: experience with K–12 districts, higher education institutions, or compliance-focused environments.

• Preferred: proficiency in project management tools such as Asana, Jira, or Monday.com.

• Preferred: capability to translate technical requirements into business outcomes for non-technical stakeholders.

• Preferred: experience in process optimization, automation, or scalable onboarding frameworks.

• Preferred: understanding of customer lifecycle management and alignment of post-launch success.

• PMP, CSM, or equivalent certification is a plus.

🏝️ Benefits

• Comprehensive Health Coverage: Coverage begins on your first day of employment.

• 401K Plan (US): 1:1 match for the first 3% of contributions and 0.5:1 match for the next 2%; pre-tax and Roth options; eligible the first of the month after 90 days; immediately vested.

• RRSP (CAN): 1:1 match for the first 3% of contributions and 0.5:1 match for the next 2%; pre-tax and Roth options; eligible the first of the month after 90 days; immediately vested.

• Flexible PTO: Uncapped paid time off.

• 12 weeks paid parental leave for all employees.

• Monthly remote-work stipend of $75 USD / $140 CAD for phone and internet.

• Generous holiday schedule.

• Reasonable accommodations for applicants and employees with disabilities.