Onboarding & Customer Success Specialist

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.

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.

• 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.

• 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.

• Accounting Foundation: 1+ years of hands-on bookkeeping or accounting experience. Familiarity with standard accounting software (e.g., Quick Books 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.

• Base (60k USD to 80k USD) + Bonus (10k USD) + Equity
• Unlimited PTO
• Comprehensive health, dental, and vision insurance
• 401(k) plan