Onboarding Specialist & Customer Education

About Kindsight: 

Kindsight builds technology that helps fundraisers make a difference. For decades, Kindsight has supported the education, healthcare, and nonprofit sectors with fundraising tools and the largest charitable giving database on the market. And as the giving sector evolves, so does Kindsight. As the leader in fundraising intelligence, Kindsight leverages real-time data and AI to help thousands of organizations around the world identify, manage, and engage with donors - at any scale. With purpose-built CRMs that corral all of that donor information and campaign tracking into one place, donor prospect research tools that offer proactive insights and real-time donor intel, and generative AI that creates personalized, meaningful content drafts at scale, Kindsight’s product suite is truly changing the game for donor fundraising.

Position Summary:

The Onboarding Specialist & Customer Education role helps shape the customer onboarding experience for iWave and Engage. 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 product adopters. This person will serve as a subject matter expert in customer onboarding, customer education and early product adoption strategies, collaborating with cross-functional teams to drive engagement, reduce time-to-first-value, reduce onboarding risks, and promote long-term success leading to higher customer retention.

The ideal candidate brings strong experience in SaaS customer onboarding and customer education, exceptional communication (verbal & written) 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 journey 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 guidance during their onboarding journey.
• Training and Documentation: curate training videos, and manage customer-facing documentation on our Support Center to help customers quickly gain proficiency with the platforms. This will make up approximately 25% of this role, and can ebb & flow as the business needs fluctuates. 
• Collaboration: Collaborate with the Manager of Onboarding 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: track key metrics such as time-to-first-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-first-value by providing expert guidance on product setup, integrations, and best practices.
• Track key performance indicators such as onboarding success rate, time-to-first-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 on-demand videos, 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 Manager 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 Google Suite, Salesforce, Gong, Vidyard, 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: Bachelor's degree in Business, Education, Communications, or a related field preferred, OR equivalent work experience in a SaaS environment.

Compensation Range: $60-70,000 CAD OTE annually, based on experience, market benchmarks and role complexity. We aim to offer fair, competitive pay that reflects your skills and the market.

This advertised position is for an existing vacancy at Kindsight. At Kindsight, we’re proud to be a place where everyone belongs and has an equal opportunity to contribute, thrive and grow. We hire based on skills, potential, and impact, and we believe our differences fuel innovation. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. We’re building a workplace where everyone has the opportunity to do meaningful work and make a difference.