Onboarding Specialist (Customer Success)

Alternative Payments•Toronto, ON

41d•$85,000 - $95,000•Hybrid

About The Position

At Alternative Payments, we are transforming the way service-based companies handle payments. Our innovative platform automates the entire accounts receivable process, helping businesses save time, reduce costs, and scale with confidence. We are building a global team that values innovation, impact, and collaboration. As part of a scaling FinTech company, every person on our team has the opportunity to shape our future, influence our products, and make a real difference for our customers. We’re seeking an Onboarding Specialist to join our Customer Experience team and help new partners seamlessly integrate with our platform and realize value quickly. This role is ideal for someone who thrives on customer engagement, technical problem-solving, and operational ownership, and wants to take a hands-on role in guiding partners through complex implementations and driving faster time to value. This role is available to candidates who are eligible to work in Canada. The position is hybrid, based in Downtown Toronto, with in-office collaboration Monday through Wednesday.

Requirements

2–3 years of experience in a customer-facing role such as onboarding, customer success, account management, technical support, or implementation (ideally in SaaS, payments, or FinTech).
Strong technical aptitude with the ability to troubleshoot software issues and understand system integrations.
Ability to clearly explain technical concepts to non-technical stakeholders.
Excellent written and verbal communication skills.
A strong customer-first mindset with a focus on delivering high-quality onboarding experiences.
Proven ability to manage multiple onboarding projects simultaneously and drive timely activation.
Strong analytical, decision-making, and problem-solving skills.
Comfort collaborating cross-functionally in a fast-paced environment.
A proactive, self-starter mentality with the ability to work autonomously while staying aligned with team goals.
A degree in communications, psychology, sociology, information technology, or a related field is preferred.

Nice To Haves

Experience in payments, FinTech, or SaaS environments.
Exposure to MSP, B2B platforms, or complex partner ecosystems.
Background as a Sales Engineer or in a highly technical customer-facing role.
Experience supporting integrations, implementations, or migrations.
Comfort working in fast-moving, high-growth, and high-impact organizations.

Responsibilities

Lead end-to-end onboarding for new partners, from sales handoff through activation and stabilization on the platform.
Guide partners through integrations with PSA tools, accounting software, and ERP systems.
Provide hands-on support for migrating customer payment methods from legacy processors to Alternative Payments.
Deliver training sessions on platform functionality, automation features, and onboarding best practices.
Clearly articulate the value of our platform and feature set to accelerate adoption and improve time to value.
Ensure all required onboarding documentation and compliance checks are completed accurately and on time.
Stay up to date on product enhancements and roadmap changes to provide accurate and relevant guidance.
Troubleshoot technical issues and collaborate closely with Product and Engineering to resolve onboarding challenges.
Maintain accurate onboarding updates and partner records in Salesforce.
Gather partner and end-customer feedback to inform improvements across onboarding, product, and customer experience.
Collaborate cross-functionally with Sales, Customer Experience, Operations, Product, and Engineering teams to continuously improve onboarding workflows.
Track partner progress and proactively identify risks to long-term success on the platform.
Identify opportunities to improve internal and partner workflows through AI and automation, and collaborate with Engineering and Operations to implement them.