Senior Onboarding Specialist

Summary

Join Hive's growing Customer Success team as a detail-oriented Senior Onboarding Specialist! You will be the primary contact for new customers, guiding them through initial setup and ensuring a smooth onboarding experience. Your role involves leading onboarding projects, delivering training sessions, building strong customer relationships, and proactively identifying and resolving issues. You will collaborate with various teams to ensure a seamless customer journey and contribute to process improvements. This position requires 3+ years of experience in onboarding, customer training, or implementation, preferably in a SaaS environment. Hive offers a competitive salary, fully remote work in Canada, flexible hours, comprehensive health and dental coverage, unlimited PTO, and a parental leave top-up program.

Requirements

• You have 3+ years of experience in onboarding, customer training, or implementation—preferably in a SaaS environment
• Proven ability to manage multiple onboarding projects with precision, while delivering a high-quality client experience
• Familiarity with SaaS tools and customer success platforms (HubSpot experience is a plus)

Responsibilities

• Lead customer onboarding from kickoff to handoff, managing timelines, milestones, and stakeholder alignment
• Run discovery sessions to understand customer needs and deliver a tailored onboarding plan that reduces risk and accelerates time to value
• Deliver high-impact onboarding and training sessions, ensuring customer teams can confidently use Hive
• Create and maintain enablement content like guides, videos, and documentation to support customer learning and success during the onboarding process for accounts and new users
• Establish strong relationships with new customers, communicating clearly and building trust from day one
• Understand the objectives and expectations of each client unique and reinforce the value of Hive as it relates to hitting those objectives
• Proactively identify risks or blockers and address them quickly, ensuring a smooth transition to ongoing success teams
• Work with Sales, Customer Success, Product, and Support to ensure customers experience a unified, seamless journey
• Improve onboarding processes by sharing feedback, documenting best practices, and tracking performance metrics like time to go-live
• Ability to clearly derive and articulate a customer need even when a customer can’t themselves and share that with the team

Preferred Qualifications

• You have a bias for action and thrive when things aren’t fully figured out
• You love getting into the weeds of how products work and enjoy helping others do the same
• You’re a strong communicator who can lead a room, read between the lines, and make customers feel heard and confident
• You’re a team player with grit, curiosity, and a high standard for your work

Benefits

• Meaningful salary: you’re rewarded based on impact
• The base salary range for this role is $61,000 to $87,000 CAD per year
• Work fully remotely in Canada: where you are most productive whether that be from your house, or elsewhere. We just ask that you have the legal work authorization in Canada
• Flexible work hours: customize your schedule as long as it’s not disruptive to your role, team, and Hive
• Health + Insurance: Comprehensive health and dental coverage with a parental leave top-up program
• Unlimited vacation/PTO policy: so you can be happy and healthy!