TL;DR

Customer Onboarding Specialist (Legaltech): Leading post-sale onboarding for new enterprise customers, ensuring rapid adoption and sustained value from the platform with an accent on strategic onboarding sessions, cross-functional coordination, and customer training. Focus on maximizing trial utilization, enhancing customer retention, and aligning with key decision-makers on implementation milestones.

Location: Remote (US & Canada, with hubs in San Francisco and Toronto). Willingness to travel up to 50% for onsite customer engagements and training sessions is required.

Salary: $115,000–$130,000

Company

%hirify_global% is a fast-growing vertical SaaS company using technology and AI to empower personal injury lawyers and victims, backed by top VCs.

What you will do

Lead comprehensive onboarding sessions, including trial kickoffs, live demos, and tailored training sessions.
Facilitate smooth handoffs from Sales to Customer Success, ensuring accurate information collection and documentation.
Implement structured onboarding processes and meet key milestones like product feedback and account reviews.
Develop and deliver high-impact training to equip customers with skills to use the platform effectively.
Collaborate with cross-functional teams (AEs, CSMs, Product, Legal/Medical Ops, Engineering) to address customer needs.
Act as the primary point of contact during the onboarding trial, tracking metrics and escalating issues.
Engage with key decision-makers to establish strategic success metrics and identify upsell/cross-sell opportunities.

Requirements

5+ years of experience in customer onboarding, implementation, or success roles, preferably within SaaS or legaltech.
Demonstrated ability to manage end-to-end onboarding processes for enterprise clients and high-value accounts.
Excellent verbal and written communication skills to present complex technical solutions to non-technical stakeholders.
Strong project management, organizational, and problem-solving abilities.
High technical aptitude with a strong understanding of SaaS platforms and relevant legaltech applications.
Willingness to travel up to 50% as required for onsite customer engagements and training sessions.

Culture & Benefits

Choice of medical, dental, and vision insurance plans for employees and their families.
Flexible paid time off, sick leave, short-term and long-term disability.
10 US observed holidays and Canadian statutory holidays by province.
Home office stipend.
401(k) for US-based employees and RRSP for Canada-based employees.
Paid parental leave.
Local in-person meet-up program.