Customer Onboarding Specialist

🌳 About Bonsai

Bonsai helps thousands of agencies and consultancies around the world win new clients, deliver projects on time and get paid. 🌳

Bonsai's vision is to enhance operational efficiencies and driving profitability for consulting firms and agencies. The platform is meticulously designed to eliminate operational friction and simplify the management of business processes through its three core product suites: Client Management, Project Management, and Financial Management.

We're profitable, growing very quickly, and are backed by some of the world's best investors (YC, Matrix Partners, Index Ventures).

We've also been 90% remote since 2016 and our team is spread across 9 different countries. This role will be predominately remote with the occasional day in office with our Toronto team.

About The Role

As our first Customer Onboarding Specialist, your primary focus will be ensuring our clients are set up for long-term success through a seamless onboarding process and ongoing support. You’ll work closely with our Sales, Customer Success, Product, and Marketing teams to drive engagement, satisfaction, and advocacy for Bonsai.

In this role, you will own client relationships from the moment they join Bonsai, helping them navigate our platform and tailoring their experience to meet their unique business needs. By identifying opportunities to add value and eliminate friction, you’ll play a pivotal role in fostering a culture of customer-centricity at Bonsai.

Responsibilities

• Onboarding Clients: Welcome new users, guide them through setup, and ensure they’re equipped with the tools and knowledge to succeed with Bonsai.
• Building Relationships: Serve as the primary point of contact for clients, maintaining regular check-ins and addressing their evolving needs.
• Proactive Engagement: Identify growth opportunities for clients by understanding their business goals and recommending relevant Bonsai features.
• Support Excellence: Handle inquiries with efficiency and empathy, providing timely solutions via email, chat, and occasional video calls.
• Client Advocacy: Act as the voice of the customer, sharing insights and feedback with internal teams to help improve the product and customer experience.

• 6+ months of experience in Customer Success, Account Management, Sales, or similar roles, ideally within SaaS.
• Strong technical aptitude with the ability to quickly learn new tools and platforms.
• Proven track record of building and maintaining strong client relationships.
• Excellent written and verbal communication skills.
• Commitment to continuous growth and learning. You understand that every challenge is an opportunity and you get excited about learning new things.
• Experience with Excel/Google Sheets

• Competitive compensation package—we recognize your impact and compensate accordingly.
• Hybrid work set-up.
• All-expenses-paid team retreats—our last retreat was in Lisbon.
• The opportunity to work with a passionate, global team and make a real impact on small businesses.