Onboarding Specailist

Job Description

Customer Onboarding Specialist (SaaS / HealthTech)
Location: Hybrid Initially but 2 days per week from 1 University Av, Toronto (Downtown)
Experience: 2+ Years in SaaS Customer Success, Onboarding, or Account Management
Reports To: Head of Sales / Customer Success Lead

IMPORTANT - PLEASE FILL UP THIS FORM ALONG WITH YOUR RESUME SUBMISSION

The Opportunity:
CliniScripts is solving a massive pain point for clinicians, but we have a "last mile" problem. 
We have the signups, but too many users get stuck at the starting line. We are looking for a data-driven, high-energy Onboarding Specialist to take ownership of the first 7 days of the user journey.


Your mission is simple: Turn "Signups" into "Active Users." You will stop new users from staring at a blank screen and guide them to their first "Aha" moment—generating their first clinical note.


What You'll Fix (The Challenge):

• The "Zero-Session" Epidemic: Currently, many users sign up and leave without doing anything. You will be the intervention.
• The Bronze Trap: Too many users sit on our free plan indefinitely. You will demonstrate the value required to upgrade them to Silver/Gold.
• The "Super User" Gap: A small percentage of our users love us. You need to find out why, clone their success, and teach it to the others.

Key Responsibilities:

• The "Red Carpet" Onboarding: Execute proactive outreach (email, Loom videos, and calls) to every new signup within 24 hours. Don't wait for them to ask for help—reach out and offer to set up their templates.
• Persona-Based Setup: Identify if a user is a GP, physiotherapist, or nurse during the trial phase and manually configure their dashboard with the relevant templates to ensure immediate value (Time-to-Value < 5 mins).
• Trial Rescue: Monitor user activity logs daily. If a user is on Day 3 of a 7-day trial and hasn't generated a note, you pick up the phone or send a personalized intervention.
• User Interviews & Feedback Loop: Conduct 5+ interviews per week with our "Super Users" (top 5% activity) to document their workflows and share those insights with Product and Marketing.
• Referral Engine Driver: Actively prompt happy users to refer colleagues, operationalizing our "Friends" lead source (which our data shows is our highest converting channel).
  
  

What We're Looking For:

• 2+ Years Experience in SaaS Onboarding or Customer Success: You understand that a signup is not a sale. You know what "Churn," "Activation Rate," and "MRR" mean and how to influence them.
• Experience with Clinical/Medical Professionals (Bonus): You understand that clinicians are busy, stressed, and not always tech-savvy. You have the patience and empathy to guide them quickly.
• Tech-Savvy & Data-Literate: You aren't afraid of a spreadsheet. You can look at a list of users, filter by "Last Login," and prioritize who to call today. Experience with CRMs (HubSpot/Salesforce) and Intercom/Drift is essential.
• Hunter Mentality: This is not a passive support ticket role. You are comfortable picking up the phone to call a user who stalled during signup to get them back on track.
• Excellent Communicator: You can explain complex features simply via video (Loom), email, or live demo.

Your First 90 Days

• Month 1: Learn the product inside out. Take over the "Welcome" email sequence. Call 50 inactive users to understand why they didn't activate.
• Month 2: Implement a "Template-First" onboarding process. Increase the activation rate (users who generate at least 1 note) by 15%.
• Month 3: Launch a "Referral Program" pilot with our top 50 users to drive high-quality leads.

Why Join Us?

• Hybrid work with startup.
• From contract to full-time in 3-6 months based on performance.
• Fast-paced culture and learning from experienced team.
• Base compensation monthly plus increase after 30-60 days if goals/KPIs are achieved plus potential equity in medium term.
• High impact on clinicians as they save 3-5 hours per week if they implement/start using our services/platform.