What are the responsibilities and job description for the Onboarding & Customer Success Specialist position at Vinetra Talent?
About Vinetra Talent
Vinetra Talent is a Vancouver, BC based boutique recruitment agency run by Rupin, a freelance recruiter with 10 years of corporate recruitment consulting experience.
Rupin is currently partnering with an early-stage, venture-backed SaaS startup to hire a Onboarding & Customer Success Specialist.
About the Opportunity
Our client is a fast-growing, Y Combinator backed startup ($12M in funding) building an all-in-one platform designed specifically for bookkeepers and small-to-midsize accounting firms. Their software replaces messy spreadsheets and legacy tools, helping accounting professionals streamline operations and deliver strategic value to their small business clients.
They are seeking a hybrid Onboarding & Customer Success Specialist to serve as the primary point of contact for new accounting firms. This role blends hands-on client onboarding and software implementation with long-term customer relationship management, training, and retention.
Key Responsibilities
Implementation and Onboarding
- Conduct interactive onboarding calls, train SMB customers on the software, and guide them to early value quickly.
- Ensure all technical implementation and account setup steps are completed accurately for each client.
- Coordinate with Account Executives to identify and resolve any red flags before prospect subscriptions convert.
Customer Success and Retention
- Proactively engage accounts to ensure ongoing product adoption and maintain high renewal rates (80 to 85% target following the initial 3-month implementation period).
- Respond to inbound customer support inquiries in a timely, helpful manner.
- Create educational resources, including user guides, written documentation, and video feature overviews.
- Act as the voice of the customer by gathering feedback and sharing product request trends with the internal team to help shape the product roadmap.
What You Bring
- Accounting Foundation: 1 years of hands-on bookkeeping or accounting experience. Familiarity with standard accounting software (e.g., QuickBooks or Xero) is required. A degree in Accounting or Finance is strongly preferred.
- Customer Success & Onboarding Background: Prior experience in a customer-facing role (Customer Success, Account Management, or Implementation) at an early-stage SaaS startup. Experience onboarding or training SMBs is a major plus.
- Training Ability: Strong knack for teaching, coaching, or training users on complex software concepts.
- Communication Skills: Exceptional ability to translate technical and financial details into clear, simple guidance in person and in writing.
- Tech Stack: Familiarity with modern SaaS workflow tools such as Slack, Notion, Hubspot, and Salesforce.
What Is Offered
- Base (60k USD to 80k USD) Bonus (10k USD) Equity
- Unlimited PTO
- Comprehensive health, dental, and vision insurance
- 401(k) plan
Salary : $70,000 - $90,000