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Job Description
About the role
We're looking for a Customer Onboarding Manager to join the team and help shape how we onboard customers at Quo. We're a remote-first company, but we'd like this role to be based in Toronto — we have a strong local presence there, and teammates who genuinely enjoy co-working days and building community in person.
You'll work closely with New Business, Partnerships, and the rest of the CSM team to onboard Quo's SMB, franchise, and high-value customers. Long-term retention starts with activation, and this role sets the foundation for everything that comes after — you'll be the person ensuring customers hit the ground running and build habits that stick.
Quo is product-led at its core. This isn't a traditional enterprise onboarding role built around rigid processes and scripted calls. You'll use usage signals, customer attributes, and customer goals to shape what each onboarding looks like — blending hands-on 1:1 work with scaled motions like webinars and in-app messaging, knowing when each one is the right tool.
In your first 90 days, you'll inherit a set of existing playbooks and immediately start making them better — running experiments, closing gaps, and building a point of view on what great onboarding looks like at Quo's scale. Success in year one means customers are activating faster, adopting more of the product, and churning less.
Success is ultimately measured by Net Revenue Retention and its key inputs — activation and adoption. Your goal is to ensure customers move beyond surface-level usage, unlocking Quo's full capabilities to drive their business outcomes.
Some of the things you’ll do:
- Own the end-to-end onboarding experience for SMB, franchise corporate offices, franchise owners, and high-value accounts. Franchise onboarding is layered — corporate and individual owners often have different goals and definitions of success, so you'll navigate both simultaneously.
- Educate and train new customers on the product, ensuring they're set up to meet their business goals within a defined 30-day onboarding window.
- Lead 1:many onboarding sessions and weekly webinars so customers of every size can access quality training without requiring a 1:1 touchpoint.
- Run structured experiments on onboarding playbooks and automations — forming hypotheses from product usage data and customer feedback, testing, and iterating based on results.
- Own and report on activation and adoption metrics, tracking leading indicators week-over-week and surfacing insights to the broader team.
- Work with Support, New Business, and the Customer Success team to ensure qualifying accounts can access self-serve or human-led onboarding based on their fit and complexity.
- Project manage 10+ customers onboarding at various stages simultaneously.
- Spot and document adoption and expansion signals for Marketing and the CS team.
- Maintain a close feedback loop with Customer Education, Lifecycle Marketing, and Support to ensure the right self-serve resources reach customers at the right time.
About you
- You have 3–5+ years in a customer onboarding, implementation, or CSM role at a B2B PLG SaaS company, with a mix of complex and SMB accounts.
- You've navigated multi-stakeholder onboarding — multiple layers, multiple definitions of success.
- You take a structured approach to experimentation: you form hypotheses, run tests, measure outcomes, and change your approach based on what you learn — not instinct.
- You're experienced in enabling customers on complex, technical settings — comfortable training the basics as well as going deep on integrations.
- You're comfortable using Salesforce, Pocus, Amplitude, and similar CRM and data tools.
- You're an active listener who can translate customer needs and feedback into workflows and recommendations.
- You track and report on both leading and lagging indicators, and you know which ones actually predict retention.
- You notice patterns, document feedback, and act as the voice of the customer with Product, Marketing, and Support.
Compensation
The annual on target earnings range for this position is $115,000 - $135,000 CAD, plus equity and benefits. This range is designed to align with market rates in areas where we are actively recruiting across Canada.
The range displayed reflects the target for new hire salaries, and within this range, individual pay is determined by your skills and experience, as well as relevant education. Your recruiter can share more and answer questions about the specific salary range during the hiring process.
Salary is just one component of Quo’s total compensation package. Your total rewards package will include equity, extensive medical coverage, a monthly lifestyle stipend, and a flexible PTO policy.