Customer Onboarding Specialist

Position Overview

• Location Type:
• Job Type: Full Time
• Salary:

Canary Technologies is seeking an Onboarding Specialist to manage the successful setup and activation of new hotel clients on Canary products. This role focuses on implementation and configuration, guiding clients through a smooth go-live experience. The Onboarding Specialist will lead onboarding calls, configure products, and collaborate with internal teams, acting as a crucial point of contact for new clients.

About Us

Canary Technologies is revolutionizing the hospitality industry with modern software powered by its hospitality-specific AI platform. Used by over 20,000 hoteliers in 90+ countries, Canary equips hoteliers with technology to work smarter and enhance guest experiences. Major hotel brands like Wyndham, Marriott, IHG, Four Seasons, Rosewood, and Best Western trust Canary. The company has been recognized as a 2024 Deloitte Technology Fast 500™, a Most Innovative Company by Fast Company, and a HotelTechReport Best Place to Work. Canary is backed by prominent Silicon Valley investors including Y Combinator, FPrime, and Insight Ventures.

Responsibilities

• Own and manage the end-to-end onboarding process for new hotel clients, from kickoff through go-live.
• Configure and deploy Canary’s suite of products based on each property's unique operational setup.
• Lead client onboarding calls and training sessions, ensuring clear communication and smooth adoption.
• Collaborate with Customer Success Managers to ensure a seamless transition into post-onboarding account management.
• Troubleshoot onboarding issues quickly and effectively, maintaining a solutions-oriented approach.
• Track and manage onboarding milestones, ensuring timely delivery and high-quality execution.
• Drive product adoption by helping clients understand and utilize key features during onboarding.
• Maintain accurate onboarding records in internal systems and contribute to onboarding documentation.
• Identify opportunities to improve and scale onboarding processes for efficiency and consistency.
• Act as a trusted guide to clients during their first interactions with Canary, setting the tone for long-term success.

Requirements

• 2+ years of experience in onboarding, implementation, customer success, or project coordination at a SaaS company.
• Strong organizational and project management skills; able to juggle multiple onboardings simultaneously.
• Excellent verbal and written communication skills, with the ability to clearly explain technical concepts to non-technical users.
• Comfort using tools like CRMs, task management platforms, Zoom, and Slack.
• Empathy and patience when working with hospitality clients, especially those new to technology.
• A proactive, solutions-focused mindset and bias for action.
• Ability to work cross-functionally with Customer Success, Product, and Solutions teams.
• Attention to detail in configuring and delivering product setups tailored to client needs.
• Experience in hospitality or familiarity with hotel operations and tech systems is a plus.

Benefits

• Canary Days: Company-wide days off each month to ensure team members have time to recharge with extended weekends.
• Self Improvement Club: Monthly meetings to share personal goals, with a budget provided for purchases that support goal achievement.
• Professional Development Chats: Budget allocated to foster cross-functional professional development conversations.
• Travel Reimbursement: Team members can visit offices in New York, San Francisco, or Dallas.