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Onboarding Specialist
2 weeks ago
**Ready to help reshape a $26B industry and build the future of branded merch?**
commonsku is revolutionizing the promotional products industry. Our platform empowers branded merch distributors to work smarter — managing projects, building quotes, placing orders, and collaborating with clients and suppliers seamlessly through the power of the Connected Workflow.
We’re a remote-first, community-driven team obsessed with elevating our customers, their clients, and the broader industry. Our values - _Community First, Ten Steps Ahead, Fast Forward, and Delightful Work_ - guide us. We believe you can innovate, push forward, and do more, while also sharing a laugh, supporting your colleagues, and having a life outside of work.
If you’re energized by ambitious work, creative collaboration, and helping to build something great, you’ll want to keep reading.
**About the Role: Onboarding Specialist**
We’re growing — and we’re hiring an Onboarding Specialist to join our Customer Success team In this role, you’ll help new commonsku customers quickly realize value from the platform and are set up for long-term success by delivering effective and fun onboarding training. You’ll collaborate closely with teammates across Success and Sales, contribute to a high-trust environment, and play a direct role in the success of businesses in the promo industry.
**About You**
You’re not just looking for a job — you’re looking for a place to do your best work. You bring:
- **A community mindset** — You see customers as partners and coworkers as collaborators. You lift others up, always follow through on your commitments, and thrive in a team that does the same. _(Community First)_
- **Momentum and ownership** — You act with optimism, take initiative, and turn ideas into results. You move fast and bring others with you. _(Fast Forward)_
- **Vision and boldness** — You don’t just react — you anticipate. You think big, challenge the status quo, and push the work (and the industry) forward. _(Ten Steps Ahead)_
- **Joy in the craft** — You care deeply about what you build and how it makes people feel. You bring thoughtfulness, transparency, and a sparkling sense of humour to the table. _(Delightful Work)_
**️ What You’ll Do**
Here’s what you’ll do:
- Lead the customer journey from signed contract through onboarding completion, including kickoff, training, and milestone check-ins.
- Deliver structured onboarding sessions that drive customer adoption of core features and workflows, tailored to the customer’s needs.
- Coordinate light technical setup (integrations, data imports, user configuration) and escalate complex needs to technical support teams.
- Develop, document, and continuously improve onboarding playbooks, processes, and content.
- Monitor engagement and usage during onboarding; identify risks and flag to Customer Success Managers.
- Ensure a clean handoff to Customer Success Managers with a success plan and health baseline.
- Collaborate with peers to identify and implement process and program improvements.
**What You Bring**
Some of the qualities that help you thrive in this role:
- 2+ years in a customer-facing SaaS role (Customer Success, Implementation, Onboarding, or Support are all good fits).
- Proven track record of managing multiple onboarding projects in parallel, meeting deadlines and adoption targets.
- Ability to quickly grasp product workflows and teach them to non-technical users.
- Excellent verbal and written communication skills—capable of running live training, recorded modules, and producing clear documentation.
- Confident facilitator with individuals and groups, able to manage sessions with both executive stakeholders and frontline users, in a virtual environment.
- High empathy and customer-first orientation; builds trust quickly.
- Experience with B2B SaaS platforms that have integrations (API, SSO, data imports) is a strong plus.
- Comfort with basic technical troubleshooting: setting up integrations, managing data imports, and configuring workflows.
- Ability to operate with a growth mindset, identifying opportunities for improvement
- Exposure to and interest in adopting AI tooling to improve customer and team experience.
- Exposure to the promotional products industry is a bonus
**Compensation & Perks**
We believe in fair, transparent compensation. Starting salary for this role is **$63,000 to $70,000** CAD annually, depending on previous experience and skillset, plus a 5% annual bonus opportunity based on company performance.
Plus:
- Remote-first culture (with plenty of excellent in-person experiences sprinkled in)
- Company-wide closure between December 25th and January 1st
- Health and dental benefits, including a $1,000 healthcare spending account
- RRSP/TFSA contributions up to $3,000 a year (no employee contribution required)
- Twice-yearly company wide summits (we call it HQ and you’ll love it)
- A delightful team of smart people who are good at what they do
**Location**
