Customer Onboarding Specialist - SaaS Startup

Job Description

About the job

Are you ready to make an impact at a fast-growing company that’s transforming the future of work? Mosaic is on a mission to revolutionize how companies manage their people through the power of AI. Ranked as the 226th fastest-growing company in the country, and #25 in software on the Inc 5000 list, we’re redefining people management for organizations everywhere.

At Mosaic, we’re radically changing how companies connect with, manage, and understand their workforce. By leveraging cutting-edge AI technology, we empower organizations to unify their processes, gain deep workforce insights, and improve the efficiency of their people like never before.

We’re seeking a Customer Onboarding Specialist to join our Customer Success team and play a key role in delivering a best-in-class onboarding experience for new customers. In this role, you’ll help customers get up and running quickly, support customer education initiatives, and collaborate closely with Sales, Product, and Marketing to ensure a seamless and consistent customer experience.

This is an ideal opportunity for someone with early SaaS experience who enjoys working directly with customers, presenting solutions, and growing within a high-performing Customer Success organization.

Requirements:

• 1–3 years of experience in a customer-facing role within a B2B SaaS environment (Customer Success, Onboarding, Support, Solutions, or similar)
• Strong presentation and facilitation skills, with confidence leading customer calls, trainings, and live sessions.
• Excellent written and verbal communication skills
• Experience working in a fast-paced startup or high-growth company
• Ability to manage multiple onboarding timelines and priorities simultaneously
• Hands-on, roll-up-your-sleeves mentality with a strong sense of ownership
• High emotional intelligence with the ability to build trust with customers and internal stakeholders
• Organized, detail-oriented, and proactive

Responsibilities:

• Support and lead customer onboarding from kickoff through handoff to Customer Success
• Run standard onboarding sessions and product walkthroughs independently
• Track onboarding progress and ensure customers complete key setup milestones
• Partner closely with Customer Success Managers to ensure a smooth transition post-onboarding
• Support sales demos and late-stage sales conversations as needed
• Assist with planning and hosting live webinars, onboarding sessions, and product education events
• Create and maintain customer-facing documentation, onboarding guides, and help center articles
• Collaborate with Product, Sales, and Marketing to share customer feedback and improve onboarding and education materials

Salary Range: CAD $60,000–$75,000 per year, commensurate with experience and qualifications. This is a remote role open to candidates based in Canada.

Benefits:

• Rare meaningful stock options in a high-growth startup
• World-class medical, dental, and vision policies
• A fun culture including team events, happy hours, and day trips
• Work with hardworking, kind people who are committed to making a difference

..And much more