TL;DR

Onboarding Manager (Customer Support): Guiding new customers through a structured onboarding journey to ensure early success and adoption of the Pigment AI-powered SaaS platform with an accent on customer engagement, training, and scalable delivery. Focus on driving customer readiness, coordinating with implementation partners, and improving onboarding processes to accelerate time-to-value.

Location: Toronto, Canada (Hybrid)

Salary: $115,000 - $135,000 per year

Company

Pigment is a fast-growing AI-powered SaaS company specializing in business planning and performance management platforms used by industry leaders worldwide.

What you will do

  • Lead customers through a standardized onboarding program focused on readiness, enablement, and early adoption.
  • Drive customer engagement with training sessions, co-build activities, and onboarding milestones.
  • Monitor onboarding progress and proactively identify risks related to participation or expectations.
  • Collaborate with Customer Success Managers, Implementation Partners, and Solutions teams to ensure customer success and smooth handoff.
  • Create and maintain scalable onboarding documentation and digital resources.
  • Track and report onboarding KPIs to improve processes and customer education.

Requirements

  • Location: Must be based in Toronto or able to work hybrid from this location.
  • 4+ years experience in onboarding, customer success, project coordination, or training in a SaaS environment.
  • Strong communication skills to guide and motivate diverse user groups.
  • Experience managing high-volume customer cohorts and structured programs.
  • Strong organizational skills with ability to operate structured workflows and timelines.
  • Ability to interpret onboarding data and escalate risks effectively.

Culture & Benefits

  • Competitive compensation package.
  • Generous time off and parental leave policies.
  • Annual company offsite and modern offices in major cities including Toronto.
  • High-end equipment provided based on availability.
  • Inclusive and diverse work environment fostering innovation and collaboration.