About Vinetra Talent
Vinetra Talent is a Vancouver, BC based boutique recruitment agency run by Rupin, a freelance recruiter with 10+ years of corporate recruitment consulting experience. Rupin is currently partnering with an early-stage, venture-backed SaaS startup to hire a Onboarding & Customer Success Specialist. About the Opportunity
Our client is a fast-growing, Y Combinator backed startup ($12M+ in funding) building an all-in-one platform designed specifically for bookkeepers and small-to-midsize accounting firms. Their software replaces messy spreadsheets and legacy tools, helping accounting professionals streamline operations and deliver strategic value to their small business clients. They are seeking a hybrid Onboarding & Customer Success Specialist to serve as the primary point of contact for new accounting firms. This role blends hands-on client onboarding and software implementation with long-term customer relationship management, training, and retention. Key Responsibilities
Implementation and Onboarding
Conduct interactive onboarding calls, train SMB customers on the software, and guide them to early value quickly. Ensure all technical implementation and account setup steps are completed accurately for each client. Coordinate with Account Executives to identify and resolve any red flags before prospect subscriptions convert. Customer Success and Retention
Proactively engage accounts to ensure ongoing product adoption and maintain high renewal rates (80 to 85% target following the initial 3-month implementation period). Respond to inbound customer support inquiries in a timely, helpful manner. Create educational resources, including user guides, written documentation, and video feature overviews. Act as the voice of the customer by gathering feedback and sharing product request trends with the internal team to help shape the product roadmap. What You Bring
Accounting Foundation: 1+ years of hands-on bookkeeping or accounting experience. Familiarity with standard accounting software (e.g., QuickBooks or Xero) is required. A degree in Accounting or Finance is strongly preferred. Customer Success & Onboarding Background: Prior experience in a customer-facing role (Customer Success, Account Management, or Implementation) at an early-stage SaaS startup. Experience onboarding or training SMBs is a major plus. Training Ability: Strong knack for teaching, coaching, or training users on complex software concepts. Communication Skills: Exceptional ability to translate technical and financial details into clear, simple guidance in person and in writing. Tech Stack: Familiarity with modern SaaS workflow tools such as Slack, Notion, Hubspot, and Salesforce. What Is Offered
Base (60k USD to 80k USD) + Bonus (10k USD) + Equity Unlimited PTO Comprehensive health, dental, and vision insurance 401(k) plan
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Onboarding & Customer Success Specialist • Winnipeg, Canada
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