Senior Onboarding Specialist

Job Responsibility: Job Title : Senior Onboarding Specialist Department : Customer Success Reports To : Manager of Onboarding and Implementation Job Status : Full-Time (Salaried) Work Location: Remote (Canada) About Kindsight : Kindsight delivers what has never been possible in the nonprofit world: A Fundraising Intelligence platform that incorporates big data, AI, and automation to power modern fundraising. Kindsight is the combination of three companies: iWave, UC Innovation (maker of ascend CRM), and NonprofitOS. Kindsight offers the most comprehensive and innovative advancement and fundraising CRM through ascend, which is enhanced with rich data and insights offered by iWave and the revolutionary AI content creation functionality of NonprofitOS. Kindsight drives efficiency, productivity, and impact for nonprofit, education, and healthcare organizations, and empowers them to have the right conversation, with the right donor, at the right time—every time. Position Summary: The Senior Onboarding Specialist plays a key role in shaping the customer onboarding experience for our iwave and engage platforms. This role not only ensures a seamless and value-driven onboarding process but also leads the development of scalable training programs and educational content that empower customers to become confident, long-term users. This person will serve as a subject matter expert in customer education and product adoption strategies, collaborating with cross-functional teams to drive engagement, reduce time-to-value, reduce onboarding risks, and promote long-term success leading to higher customer retention. The ideal candidate brings strong experience in SaaS onboarding and customer education, exceptional communication skills, and a passion for building customer-centric content and training programs in a Learning Management System. This position will also provide mentorship to junior onboarding specialists and contribute to continuous improvements in process and resource development. What You'll Do:

• Customer Onboarding: Plan and facilitate the onboarding process for new customers,

including scheduling, preparing material, and providing clear guidance on product adoption, setup, configuration, and integrations. Ensure customers can successfully adopt and utilize the iwave and engage products, and any new product offerings.

• Onboarding Support: Work directly with customers to answer questions, troubleshoot

basic technical issues, and provide step-by-step support during their onboarding journey.

• Training and Documentation: Deliver tailored training sessions, webinars, and create

customer-facing documentation to help customers quickly gain proficiency with the platforms.

• Collaboration: Collaborate with the Onboarding Team Lead and other cross-functional

teams (Sales, Product, Customer Success) to ensure the onboarding experience is seamless and aligned with the customer's needs and organizational goals.

• Customer Health Monitoring: Proactively monitor user adoption during the onboarding

phase, while identifying any potential churn risks or upsell opportunities.

• Continuous Improvement: Provide feedback on onboarding processes and tools to help

refine and improve the customer experience. Contribute to the development of onboarding materials and standard operating procedures based on customer needs and challenges.

• Metrics Tracking: Support tracking key metrics such as time-to-value, customer

adoption, and engagement to inform process improvements and enhance the onboarding journey. Customer Onboarding & Strategic Enablement

• Lead onboarding initiatives for customer accounts, ensuring alignment with customer

goals and timelines.

• Drive customer adoption and time-to-value by providing expert guidance on platform

setup, integrations, and best practices.

• Track key performance indicators such as onboarding success rate, time-to-value,

training attendance, and content engagement.

• Use data-driven insights to continuously refine onboarding workflows, training content,

and user enablement strategies. Training & Content Creation

• Design, deliver, and continuously improve scalable customer training programs,

including virtual sessions, on-demand videos, webinars, onboarding guides, articles and internal SOPs.

• Develop learning paths for various customer products (e.g. iwave and engage) to

enhance product proficiency.

• Collaborate with Product Marketing and Product Management to ensure training content

reflects product capabilities and messaging.

• Work collaboratively with the Manager of Onboarding to implement a content

management system (LMS or knowledge base) to support scalable customer education.

• Contribute to onboarding team strategy and scaling efforts through process

documentation and playbooks. Cross-Functional Collaboration

• Partner with Sales, Product, Customer Success, and Support to ensure a cohesive and

consistent customer onboarding and education experience.

• Provide insights from onboarding and training programs to influence product

development, customer communications, and retention strategies. What We're Looking For:

• Experience: 3-6 years in SaaS onboarding, implementation, or customer education.

Experience in a senior or strategic role is preferred.

• Training & Content Development: Proven experience in developing and delivering

effective customer training programs. Strong instructional design and content creation skills.

• Communication Skills: Exceptional presentation, facilitation, and written

communication skills. Ability to simplify complex ideas for various audiences.

• Technical Proficiency: Comfort with platform configuration, integrations, and basic

troubleshooting. Experience with tools like Salesforce, LMS platforms, Scribe, Gainsight, or similar is a strong asset.

• Customer-Centric Mindset: A passion for customer success and a proactive, problem-

solving approach to addressing customer needs and helping them achieve their goals with our products.

• Project Management: Ability to manage multiple initiatives and priorities with attention

to detail and strong follow-through.

• Collaboration: Adept at working cross-functionally and influencing without authority.
• Education: Bachelors degree in Business, Education, Communications, or a related

field preferred, or equivalent work experience in a SaaS environment.

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