Execute customer onboarding from paid sign-up through activation, early milestones, and renewal. Run kickoff calls, follow and improve playbooks, manage a small portfolio of accounts, spot and remediate churn signals, and ensure proactive communication between Sales and delivery.
THE ROLE
You are the bridge between a customer signing and a customer succeeding.
This is not a senior strategy seat. It is a hands-on, execution-focused role where you own the first 30-60-90 days of the customer journey — from kickoff through activation, early milestones, and first renewal signal. You work within an existing onboarding org, follow established playbooks, and improve them as you go.
If you have a Sales background and are ready to stop closing and start delivering — this role was built for you.
THE COMPANY
A multi-8-figure ARR business with 200+ team members, bootstrapped and profitable. The company launches and scales information and software products on a marketing and sales engine refined across a dozen product launches and $100M+ in ad spend.
This seat sits inside the onboarding org, dedicated to a fast-growing product line. Your job is to make sure customers who come in the door finish, renew, and refer.
What You Actually Do
- Own the customer journey from "paid" to "completing and renewing"
- Run structured kickoff calls and keep customers moving through milestones
- Spot early churn signals and execute saves before they escalate
- Bridge what Sales promised to what delivery can actually deliver
- Work within playbooks and flag what needs improving
- Manage a small number of concurrent accounts with consistency and care
- Communicate proactively — no customer should wonder what's happening next
You Will Probably Not Fit If:
- You need a slow ramp and lots of hand-holding before taking ownership
- You measure success by tasks completed rather than outcomes delivered
- You struggle to hold a direct, confident conversation with a frustrated client
- You wait for direction rather than acting on what's in front of you
Requirements
What You Bring
- 2–4 years in Sales, Customer Success, or Onboarding — with real client-facing ownership
- Strong verbal communication — polished, warm, and direct on camera
- Comfortable working async with a US/UK client base
- Organised enough to manage multiple accounts without dropping anything
- Coachable, hungry, and genuinely motivated by client outcomes
Benefits
Benefits
- Independent Contractor Agreement
- $5K/month + a $1K bonus opportunity (USD)
- Fully remote
- Direct line to senior onboarding leadership
- Growth track into broader CS or ops roles as the product line scales
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What you need to know about the Montreal Tech Scene
With roots dating back to 1642, Montreal is often recognized for its French-inspired architecture and cobblestone streets lined with traditional shops and cafés. But what truly sets the city apart is how it blends its rich tradition with a modern edge, reflected in its evolving skyline and fast-growing tech industry. According to economic promotion agency Montréal International, the city ranks among the top in North America to invest in artificial intelligence, making it le spot idéal for job seekers who want the best of both worlds.
Key Facts About Montreal Tech
- Number of Tech Workers: 255,000+ (2024, Tourisme Montréal)
- Major Tech Employers: SAP, Google, Microsoft, Cisco
- Key Industries: Artificial intelligence, machine learning, cybersecurity, cloud computing, web development
- Funding Landscape: $1.47 billion in venture capital funding in 2024 (BetaKit)
- Notable Investors: CIBC Innovation Banking, BDC Capital, Investissement Québec, Fonds de solidarité FTQ
- Research Centers and Universities: McGill University, Université de Montréal, Concordia University, Mila Quebec, ÉTS Montréal
