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Role Description

The Customer Success Specialist (Onboarding) is responsible for ensuring new customers successfully adopt the platform from the moment they sign up. This role focuses on guiding customers through the onboarding journey, helping them understand key features, configuring the platform to meet their needs, and ensuring they achieve early value quickly.

The specialist acts as the primary point of contact for new customers during their onboarding phase, providing training, answering questions, and proactively identifying potential challenges. By building strong relationships and ensuring a smooth onboarding experience, this role helps drive customer satisfaction, product adoption, and long-term retention.

Customer Success Specialists collaborate closely with Sales, Product, and Support teams to ensure customer expectations are aligned and that feedback from onboarding is shared to continuously improve the customer experience.

Responsibilities

• Guide new customers through the onboarding process from kickoff to successful platform adoption.
• Conduct onboarding calls, product walkthroughs, and training sessions.
• Help customers become proficient in configuring the platform based on their goals and use cases.
• Act as the primary contact for onboarding-related questions and support.
• Track onboarding progress and customer engagement in CRM or customer success tools.
• Identify potential risks to successful adoption and proactively address them.
• Collect customer feedback and share insights with Product and Customer Success leadership.
• Collaborate with Sales for smooth handoffs and accurate expectation setting.
• Create or maintain onboarding documentation, guides, and training resources.
• Manage a book of pre-existing 1VALET clients, facilitating any upselling, renewals, and cross-selling.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Align customer experience strategies with marketing initiatives, ensuring customers are always informed about new product features and functionalities.

Qualifications

• Degree or diploma in Business Administration, marketing, sales, computer science, or any other relevant area of study.
• 3+ years of experience in a Customer Success or Account Management role.
• Experience as a property manager or in a software company operating in a related field (property technology, access control or security).
• Familiarity with Google Suite (Docs, Sheets, Slides) and CX/CRM software.

Requirements

• Strong communication and presentation skills.
• Ability to simplify complex software for non-technical users.
• Customer-focused problem solving.
• Organization and project management for managing multiple onboarding timelines.
• Familiarity with SaaS platforms, CRM tools, and customer success workflows.

Benefits

• A culture of ownership and autonomy - you will thrive if you are a self-starter and enjoy a fast-paced environment.
• Work with an incredible product - there is true belief across our team that we have the best product on the market.
• Trust and flexibility - work from home and flexible schedules. We care about your performance, not your hours. We trust you to manage your time in a way that works best for you.
• Competitive compensation structure and 100% employer-paid benefits.
• Extra perks: employee stock option packages, employer-paid benefits, 10-day holiday office shutdown each December, and support for professional growth.

Company Description

1Valet is a Canadian technology company transforming the way people interact with their buildings. We develop smart building software and integrated hardware solutions that connect property managers, residents, and visitors—creating seamless, secure, and intelligent building experiences.

We’re a growing company where every team member plays a pivotal role. Our products are installed in properties across North America, and we’re rapidly expanding. Join us as we shape the future of smart buildings.