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

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.