Onboarding Specialist

As an Onboarding Specialist at GlossGenius, you will be crucial in helping high-revenue customers transition to our platform. You will partner with Account Executives to ensure a smooth, efficient, and value-driven onboarding experience, owning the end-to-end journey for high-value accounts. This includes data migration, payments setup, website configuration, and team member onboarding, acting as a trusted advisor to ensure long-term customer success.

Must Have

• Partner with Account Executives for seamless customer handoff.
• Manage end-to-end onboarding process for high-value accounts.
• Guide customers through data transfer, payments, and website setup.
• Enable advanced product features and team member onboarding.
• Serve as primary contact, managing timelines and expectations.
• Conduct tailored onboarding calls and product walkthroughs.
• Identify and resolve technical challenges with internal teams.
• Ensure customers are activated and confident with the platform.
• Maintain accurate documentation in CRM and onboarding tools.
• Share customer feedback to improve onboarding processes.
• 1-2+ years in onboarding, implementation, customer success, or sales support.
• Ability to manage multiple onboarding engagements simultaneously.
• Strong collaboration with Sales teams.
• Comfort with technical workflows like data migration and payments setup.
• Excellent communication skills for technical and non-technical audiences.
• Highly organized, detail-oriented, and proactive.
• Experience with CRM and customer tools (e.g., HubSpot, Salesforce).

Good to Have

• SaaS experience strongly preferred.

Perks & Benefits

• Flexible PTO
• Competitive health & dental insurance options, with premiums covered by GG
• Generous, fully-paid parental leave policy
• Retirement Savings Plan
• Professional Development - employees receive a yearly stipend for approved learning and educational-related expenses
• Home office support
• Team Bonding opportunities - as a distributed team, being able to build meaningful bonds both virtually and in person is incredibly important to us! We are constantly evaluating how we accomplish this and currently, teams are given opportunities to gather in person throughout the year

About GlossGenius

GlossGenius is building an ecosystem enabling entrepreneurs to succeed. We empower small business owners to focus on being creators, not admins, by offering a range of business management tools including booking and scheduling, marketing, analytics, payment processing and much more. Over 100,000 small business owners have chosen to rely on GlossGenius every day to run their entire set of business operations. Joining its powerful, intuitive platform with its vibrant, distinguished brand, GlossGenius is the ideal combination of a fintech, SMB software, and consumer company all in one.

About the Role

As an Onboarding Specialist, you will play a critical role in helping high-revenue prospective customers successfully transition onto our platform. Sitting adjacent to the Sales team, you will partner closely with Account Executives to guide new customers through a smooth, efficient, and value-driven onboarding experience that sets them up for long-term success.You will own the end-to-end onboarding journey for a portfolio of high-value accounts, acting as a trusted advisor throughout the implementation process.

You will report to the Director of Revenue Operations and work closely with Sales, RevOps, Product, and Support teams. You can be based remotely anywhere in Canada.

What You’ll Do

• Partner closely with Account Executives to onboard high-revenue prospective and newly closed accounts, ensuring a seamless handoff from Sales to Onboarding
• Own and manage the end-to-end onboarding process, guiding customers through key milestones including:
• Data transfer and migration
• Payments and financial setup
• Website and online booking configuration
• Team member onboarding and permissions
• Enablement of advanced product features
• Serve as the primary point of contact for customers during onboarding, proactively managing timelines, expectations, and risks
• Conduct onboarding calls, working sessions, and product walkthroughs tailored to customer needs and business complexity
• Identify blockers or technical challenges and collaborate with internal teams to resolve issues efficiently
• Ensure customers are fully activated and confident using the platform by the end of the onboarding period
• Maintain accurate documentation and notes in CRM and onboarding tools to track progress and outcomes
• Share customer feedback and onboarding insights with Sales, Product, and Customer Experience teams to continuously improve onboarding processes

What We’re Looking For:

• 1-2+ years of experience in onboarding, implementation, customer success, sales support, or a related customer-facing role (SaaS experience strongly preferred)
• Proven ability to manage multiple onboarding engagements simultaneously while maintaining a high level of quality and customer satisfaction
• Strong collaboration skills with Sales teams, particularly Account Executives, in a fast-paced environment
• Comfort working with technical and operational workflows such as data migration, payments setup, and system configuration
• Excellent communication skills, with the ability to explain complex concepts clearly to both technical and non-technical audiences
• Highly organized, detail-oriented, and proactive in identifying risks and driving projects to completion
• Experience working with CRM and customer tools (e.g., HubSpot, Salesforce, internal onboarding tools)

Benefits & Perks

• Flexible PTO
• Competitive health & dental insurance options, with premiums covered by GG
• Generous, fully-paid parental leave policy
• Retirement Savings Plan
• Professional Development - employees receive a yearly stipend for approved learning and educational-related expenses
• Home office support
• Team Bonding opportunities - as a distributed team, being able to build meaningful bonds both virtually and in person is incredibly important to us! We are constantly evaluating how we accomplish this and currently, teams are given opportunities to gather in person throughout the year

At GlossGenius, we celebrate our differences and are committed to creating a workplace where all employees feel supported and empowered to do their best work. We believe this benefits not only our employees but our product, customers, and community as well. GlossGenius is proud to be an Equal Opportunity and Affirmative Action Employer.

Personal Information: Notice at Collection for Employees and Applicants

Agency Submissions

If a resume or applicant is submitted to GlossGenius by a third party without a signed search agreement in place, it will become the property of GlossGenius and no fee will be paid, irrespective of whether the candidate is hired.