Onboarding Specialist

About Kindsight

Kindsight develops software that empowers fundraising teams to create greater impact. For many years, the company has served the education, healthcare, and nonprofit sectors with tools for fundraising and access to a major charitable giving database. As the giving landscape changes, Kindsight continues to evolve, using real-time intelligence and AI to help organizations discover, manage, and connect with donors at scale.

Its product ecosystem includes CRMs designed to bring donor data and campaign tracking together, research tools that surface actionable donor insights, and generative AI that supports the creation of personalized content drafts. Together, these solutions are helping transform how fundraising teams work.

Role Summary

The Onboarding Specialist supports new customers as they begin using the iwave and engage platforms. The role is focused on creating a smooth start, guiding customers through setup and early adoption, and helping them get value from the product quickly. Success in this position depends on strong communication, attention to detail, a customer-first approach, and comfort working with SaaS workflows.

This position partners closely with Customer Success, Support, Sales, Finance, and Product to make sure customers understand the platform and can use its features effectively. The work directly contributes to customer satisfaction, adoption, and retention.

Key Responsibilities

• Design and run onboarding journeys for new customers, including planning sessions, preparing materials, and supporting setup, configuration, integrations, and early product use.
• Provide hands-on assistance during onboarding by answering customer questions, resolving simple technical issues, and walking users through each step.
• Lead training sessions, host webinars, and produce customer documentation that helps users become confident with the platforms.
• Work in step with the Onboarding Team Lead and internal teams such as Sales, Product, and Customer Success to keep the onboarding experience aligned with business and customer goals.
• Track adoption during onboarding, spot possible churn signals, and identify opportunities where customers may be ready for additional value or expansion.
• Share ideas for improving onboarding workflows, tools, and materials, and help strengthen standard operating procedures based on customer feedback and challenges.
• Monitor onboarding metrics such as time-to-value, engagement, and product adoption to support continuous process improvement.

Requirements

• At least 1 year of experience in customer onboarding, implementation, or customer service within a SaaS setting.
• Strong spoken and written communication skills, with the ability to understand customer needs and explain complex ideas in a simple, practical way.
• Comfort working with technical tools and helping customers with setup and configuration; Salesforce knowledge is considered an advantage.
• A genuine customer-success mindset, with a proactive and solution-oriented approach to helping users reach their goals.
• Ability to collaborate effectively with internal teams such as Sales, Product, and Customer Success.
• Strong organization and the ability to manage several customer accounts at once while maintaining high service quality and close attention to detail.
• Willingness to learn new systems, technologies, and processes to keep improving the onboarding experience.

Education

A bachelor’s degree in Business, Communications, or a related area is preferred, though equivalent experience in a customer-facing role may also be considered.

Compensation

The expected compensation range is CAD 40,000 to CAD 50,000 OTE, depending on experience, market benchmarks, and the complexity of the role.

Equal Opportunity

Kindsight states that this is an open existing vacancy and is committed to an inclusive workplace where people are hired based on skills, potential, and impact. The company welcomes applicants of all backgrounds and does not discriminate based on gender identity or expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken, or veteran status.

Recruitment Process Note

Kindsight uses AI tools in parts of its hiring workflow, such as resume screening, drafting job descriptions, creating interview questions, and occasionally identifying potential candidates. Final hiring decisions are always made by people. The company says these tools are used to reduce administrative work, improve the candidate experience, and support fair hiring practices.