Customer Onboarding Specialist

Summary

Join Canary Technologies as an Onboarding Specialist and play a key role in ensuring new hotel clients successfully use Canary products. You will focus on implementation, configuration, and guiding clients through a smooth launch. Lead onboarding calls, configure products to meet individual property needs, and collaborate with Customer Success Managers and internal teams. This high-impact, customer-facing position requires detail-orientation, tech-comfort, and a passion for helping clients quickly see value. You will manage the entire onboarding process, from kickoff to launch, and troubleshoot issues effectively. This role is ideal for someone who thrives in a fast-paced environment and enjoys working with clients.

Requirements

• 2+ years of experience in onboarding, implementation, customer success, or project coordination at a SaaS company
• Strong organizational and project management skills; able to juggle multiple onboardings at once
• Excellent verbal and written communication skills, with the ability to clearly explain technical concepts to non-technical users
• Comfort using tools like CRMs, task management platforms, Zoom, and Slack
• Empathy and patience when working with hospitality clients, especially those new to technology
• A proactive, solutions-focused mindset and bias for action
• Ability to work cross-functionally with Customer Success, Product, and Solutions teams
• Attention to detail in configuring and delivering product setups tailored to client needs

Responsibilities

• Own and manage the end-to-end onboarding process for new hotel clients, from kickoff through go-live
• Configure and deploy Canary’s suite of products based on each property's unique operational setup
• Lead client onboarding calls and training sessions, ensuring clear communication and smooth adoption
• Collaborate with Customer Success Managers to ensure a seamless transition into post-onboarding account management
• Troubleshoot onboarding issues quickly and effectively, maintaining a solutions-oriented approach
• Track and manage onboarding milestones, ensuring timely delivery and high-quality execution
• Drive product adoption by helping clients understand and utilize key features during onboarding
• Maintain accurate onboarding records in internal systems and contribute to onboarding documentation
• Identify opportunities to improve and scale onboarding processes for efficiency and consistency
• Act as a trusted guide to clients during their first interactions with Canary, setting the tone for long-term success

Preferred Qualifications

Experience in hospitality or familiarity with hotel operations and tech systems (not required)

Benefits

• Canary Days: As a company we want to ensure that the team has time to recharge. Each month we provide company wide days off to ensure there is at least one extended weekend or day off
• Self Improvement Club: We meet each month and share our personal goals for the month. Each individual is provided a budget towards any purchases that help us achieve these goals
• Professional Development Chats: We provide budget to help drive cross functional professional development conversations across the organization
• Travel Reimbursement: Team members are able to visit our offices across New York, San Francisco or Dallas when they choose, and are provided a travel stipend for doing so.  Spend time working with the team in their office, and use the rest of your time exploring a new city!
• Personal Travel Reimbursement: If you stay at a hotel that Canary works with, we provide a credit towards your stay