The Role

We are seeking a dynamic and experienced Senior Onboarding Manager, Cohort to lead training and enablement efforts, driving the successful implementation of Affinity software solutions. As a critical member of our Customer Success team, you will be responsible for ensuring our customers experience a seamless onboarding process, optimizing software adoption, and maintaining high levels of customer satisfaction. This role requires someone who can command a room, create training and enablement content, partner cross-functionally, and serve as a key advocate for both customers.

What you’ll be doing:

Drive Successful Implementations: Lead the onboarding of customer cohorts, ensuring a smooth and efficient implementation process. Maintain focus on key metrics, such as customer adoption, health scores, and satisfaction.

Customer Relationship Building: Foster strong relationships with customers, acting as a trusted advisor and resource during onboarding. Ensure customers are set up for long-term success by reinforcing healthy usage best practices.

Cross-functional Collaboration: Work closely with Sales, Customer Success, Marketing, and Support teams to meet customer needs and align onboarding strategies with broader business objectives.

Customer Advocacy: Serve as a customer champion, advocating for their needs and feedback within the organization. Drive continuous improvements to the onboarding experience based on customer insights.

Data-Driven Optimization: Leverage data to analyze and optimize customer adoption, health scores, and churn mitigation strategies. Proactively identify challenges and bottlenecks within implementations or product adoption, and develop innovative solutions to resolve them.

Leadership & Mentorship: Actively coach and mentor team members, sharing best practices and driving excellence in cohort onboarding. Lead departmental initiatives aimed at improving processes and procedures.

Project Management: Own the end-to-end management of customer implementations, including project planning, execution, and monitoring. Ensure deadlines are met and projects stay on track for successful completion.

Change Management: Develop and execute change management processes to support customers through transitions, upgrades, or new feature rollouts, ensuring a smooth experience.

Adaptability: Adjust strategies based on customer segments, learning styles, and evolving requirements, ensuring personalized onboarding experiences across a diverse customer base.

Consult: Identify areas of opportunity and consult customers on best practices, proactively anticipate challenges and drive long-term solutions. 

Qualifications:

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every qualification. At Affinity, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t perfectly align with the qualifications above, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

• 5 years or more experience implementing or consulting clients on SaaS solutions.
• Experience with 1:many onboarding methodologies and a passion for advocating industry best practices.
• Proven experience in onboarding, customer success, customer support, or training roles with a strong focus on customer satisfaction and product adoption.
• Exceptional ability to lead cross-functional teams and communicate complex information clearly and persuasively to customers and internal stakeholders.
• Strong project management skills with the ability to balance multiple initiatives and meet deadlines.
• Deep understanding of customer success metrics, including adoption, health scores, and churn mitigation.
• Understanding of the venture capital, investment banking, and broader financial services ecosystem: industry dynamics, key stakeholders, and trends. This knowledge will enable effective collaboration with clients from these sectors and help align onboarding strategies with their unique business needs and objectives.
• Demonstrated ability to coach, mentor, and develop team members.
• Exceptional critical thinking and problem-solving skills, with the ability to diagnose and resolve challenges during the onboarding process.
• A customer-first mindset with an unwavering focus on delivering an exceptional onboarding experience.
• Strong organizational skills with a track record of implementing process improvements and driving business efficiencies.

What you’ll enjoy at Affinity

• We live our values as playmakers who are obsessed with learning, care personally about our colleagues and clients, are radically open-minded, and take pride in everything we do.
• Health Care coverage and flexible personal & sick days. We want our team to be happy and healthy :)
• We provide an annual budget for you to spend on education and offer a comprehensive L&D program – after all, one of our core values is that we’re #obsessedwithlearning! 
• We support our employee’s overall health and well-being and reimburse monthly for things such as; Transportation, Home Internet, Meals, and Wellness memberships/equipment.
• Virtual team building and socials. Keeping people connected is essential.

Please note that the role compensation details below reflect the base salary only and do not include any variable pay, equity, or benefits. This represents the salary range that Affinity believes, in good faith, at the time of this posting, that it will pay for the posted job.  

A reasonable estimate of the current range is $77,000 to $100,000 CAD. In addition, this position is also eligible to receive Commission based on departmental KPIs. Within the range, individual pay is determined by factors such as job-related skills, experience, and relevant education or training.