Related skills
salesforce saas onboarding gainsight sms📋 Description
- Lead and coach a team of five Onboarding Specialists; drive KPIs like Time to Value and CSat.
- Define and execute structured onboarding to drive product adoption and early value.
- Partner with Product, Support, Marketing, and GTM Enablement to embed onboarding best practices.
- Oversee daily workflows: onboarding queue, provisioning/handover, HIPAA/SMS checks.
- Drive high-impact initiatives like Automated Provisioning and Onboarding Handbook Updates.
🎯 Requirements
- 5+ years in Customer Success, Technical Services, Onboarding in SaaS/B2B.
- Proven ability to coach specialists and drive KPIs (Time to Value, Onboarding Score, CSat).
- Experience managing complex operational workflows: provisioning, enablement checks, high-volume queues.
- Cross-functional collaboration with Product/Support/GTM Enablement to update materials.
- Track record of strategic initiatives that scale the customer experience (automation, system improvements).
- Proficiency with CS platforms (Gainsight, Salesforce).
🎁 Benefits
- Bonuses may be offered as part of total compensation.
- Comprehensive benefits: medical, dental, vision, life, disability.
- RRSP matching.
- Flexible spending and health savings accounts.
- Employee assistance program and other company benefits.
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