Customer Onboarding Specialist

POSITION SUMMARY:

The Customer Onboarding Specialist is responsible for guiding new Insightly customers through a structured onboarding experience that helps them realize value from the platform quickly and efficiently. As the customer’s primary point of contact during onboarding, you’ll educate, train, and support users as they set up Insightly to meet their business goals. You’ll work across a variety of customer types and use cases, delivering a high-quality experience through 1:1 sessions and email support. Your ability to provide a friendly, knowledgeable, and consistent onboarding experience will directly impact customer satisfaction and long-term success.

KEY RESPONSIBILITIES:

• Educate and train new customers, guiding them through a structured onboarding journey.
• Deliver 1:1 onboarding calls and provide a guided experience for our customers on an assisted journey, as well as supporting 1:many outreach initiatives for our self-serve customer base.
• Learn each customer’s goals and support them in configuring Insightly to meet their specific needs, and help them accelerate Time to Value (TTV) with the platform.
• Deliver technical guidance for complex implementations and stay organized with project management best practices. 
• Ensure customers complete key onboarding milestones and begin actively using the product.
• Monitor customer activation and proactively follow up to prevent disengagement or dormancy.
• Collaborate with other internal teams (e.g., Support, Sales, Customer Success) to ensure a seamless handoff and consistent customer experience.
• Maintain detailed records of customer onboarding progress and update internal systems accordingly.
• Contribute to onboarding content and knowledge base resources as needed.
• Maintain high levels of customer satisfaction during the onboarding phase.

SECURITY RESPONSIBILITIES:

• Follow Insightly’s policies for secure handling of customer data and account access during onboarding.
• Avoid sharing sensitive information over non-secure channels.
• Report any potential security incidents or customer concerns to the appropriate internal teams.

Support customers in configuring user roles, permissions, and account settings securely during onboarding.

QUALIFICATIONS:

Education & Experience:

• Bachelor’s degree in business, communications, marketing, or equivalent practical experience.
• 1–2 years of experience in onboarding, customer success, account management, or customer support—preferably in a SaaS environment.

Skills & Competencies:

Excellent verbal and written communication skills.Strong organizational and time management skills; able to juggle multiple customers at once.A friendly, helpful, and professional demeanor with a passion for helping others succeed.Comfortable presenting to groups and leading virtual training sessions.Fast learner with the ability to quickly understand new tools and technology.Familiarity with CRM platforms (e.g., Insightly, Salesforce, HubSpot) is a plus.Proficiency with Zoom, Google Workspace, and basic project management or CRM tools.

What's in it for you:

💵 $61,879 - $80,371 CAD

🤝 Flexibility and Time Off

• Flexible Time Off Policy - We encourage a minimum of 4 weeks per year!
• Remote First Team
• Flexible Hours
• Work From Anywhere Program
  
  

🩺 Health and Wellness

• Health Insurance
• Employee Assistance Program (EAP)
• Quarterly Company Wide Recharge Days
• End of Year Company Wide Holiday Closure
• Maternity & Parental Leave Program
• $2000 Lifestyle Spending Account (LSA)
• Weekly Virtual Yoga Classes
  
  

🌱Growth & Future

• RRSP, 401(K), WWK Pension Personal Contributions
• Volunteer Day
• Team Building Budget
• Referral Program ($1000)
• Anniversary Milestone LSA Top Up
• Birthday Day Off
• Professional Development Budget
  
  

🌟And more perks!

Share our values:

• Customer First
• Bias for Action
• High Velocity Decision Making
• Value Individuality
• Results Focused