Job Description

Job Description

Job Description

Salary:

JD: Onboarding Team Lead DEPARTMENT: Revenue
REPORTS TO: Director of Customer Success
JOB STATUS: Full Time (Salary)
LOCATION: Remote (USA or Canada) or On site (PEI)

About Kindsight:

Kindsight delivers what has never been possible in the nonprofit world: A Fundraising Intelligence platform that incorporates big data, AI, and automation to power modern fundraising. Kindsight is the combination of three companies: iWave, UC Innovation (maker of ascend CRM), and NonprofitOS. Kindsight offers the most comprehensive and innovative advancement and fundraising CRM through ascend, enhanced by rich data and insights from iWave and the revolutionary AI capabilities of NonprofitOS. Kindsight empowers nonprofit, education, and healthcare organizations to maximize their impact, driving productivity and effectiveness to have the right conversation with the right donor, at the right timeevery time.

Position Summary:

As the Onboarding Team Lead, you will be responsible for building, scaling, and leading our Customer Onboarding function to drive seamless adoption of the iWave platform.

You will lead a team of onboarding specialists to ensure new clients experience immediate value and have the tools and knowledge they need for long-term success. This role is key to Kindsight's growth strategy, focusing on setting customers up for success, driving strong engagement, and enhancing first-year retention rates. The ideal candidate brings a passion for customer success, experience in onboarding strategy, and a collaborative approach to team leadership.

As a Team Lead, you will play a dual role: coaching and guiding a team of onboarding specialists while also directly onboarding customers, particularly for our most complex accounts. This hands-on approach ensures you stay connected to the customer journey, model best practices, and contribute to successful outcomes alongside your team.

What Youll Do:

• Develop, iterate upon and implement a comprehensive onboarding strategy to drive customer success, engagement, and retention for iWave and Engage clients.
• Lead, mentor, and grow a team of onboarding specialists, providing guidance and support to ensure high performance and client satisfaction.
• Personally manage the onboarding of complex customer accounts, modeling best practices and maintaining a deep understanding of the customer journey.
• Design, document, and refine onboarding processes that align with customer needs and company objectives, ensuring a smooth handoff from sales to onboarding and to long-term customer success.
• Collaborate cross-functionally with Sales, Product, Finance, and Customer Success teams to continually improve onboarding processes, address client feedback, and ensure alignment with Kindsights growth strategy.
• Monitor customer health during the onboarding phase, identify potential risks, and proactively engage with clients to resolve issues and drive satisfaction.
• Create and deliver onboarding materials, including training sessions, webinars, documentation, and best practices, to help customers quickly become proficient in using the iWave platform, Engage and new product lines.
• Define and track key onboarding metrics, such as time-to-value, customer adoption, and engagement, using data to inform decisions and enhance the onboarding journey.
• Foster a feedback-rich environment where customers and team members feel empowered to share insights that can drive product and process improvements.
• Serve as a public-facing representative of Kindsight, embodying our values and commitment to customer success.

What Were Looking For:

• Bachelors degree in Business, Marketing, Communications, or a related field preferred; equivalent experience considered.
• 4+ years of experience in customer onboarding, implementation, or a related Customer Success function within a SaaS environment, with a demonstrated ability to lead customers through technical setup and adoption.
• Proven experience managing a team with a strong focus on coaching, mentorship, and driving high performance.
• Expertise in onboarding best practices, technical implementation, and SaaS product adoption, with a deep understanding of customer lifecycle management.
• Ability to design, develop, and refine onboarding and technical implementation processes to drive customer adoption and satisfaction, including creating metrics-driven strategies to monitor and improve success.
• Exceptional written and verbal communication skills, with the ability to translate complex technical concepts into clear, actionable guidance for diverse audiences.
• Hands-on experience managing technical implementation projects, ensuring seamless product configuration and integration with customer workflows.
• Familiarity with the nonprofit, higher education, or healthcare sectors is advantageous.
• Proficiency in CRM software (e.g., Salesforce) and onboarding or implementation tools, with a strong aptitude for learning new technologies.
• A proactive, problem-solving mindset and a collaborative approach to cross-functional work.

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