Onboarding Specialist (Customer Success)

Alternative Payments is building the financial operating system for SMBs, consolidating the disconnected tech stack that holds service-based businesses back. Starting with MSPs, we've spent five years perfecting accounts receivable, and we're now expanding into accounts payable, AI-powered analytics, and beyond. We're at an inflection point: closing the loop on money movement and laying the foundation for a platform that will reshape how service businesses operate financially. We're growing fast, thinking big, and building a global team that wants to be part of something that lasts. We believe the best solutions come from diverse perspectives, deep collaboration, and a shared obsession with customer impact. If you're energized by real problems, real customers, and real impact, we want to hear from you! What We’re Looking For 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. What You’ll Do 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. What You’ll Bring 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. What We Offer Competitive salary tailored to your experience, skills, and expertise. The total compensation range for this role is $85,000 - $95,000, plus equity. The range displayed on each job posting reflects the approximate total target compensation for the position. Within the range, individual pay is determined by factors including relevant skills, experience, education/training. Equity opportunities so you can share in our growth and success. Unlimited PTO and flexibility when you need it the most. Yearly learning & development stipend to help you grow and do your best work. Why Choose Alternative Payments? At Alternative Payments, you’ll do work that truly matters. Own your impact: Lead meaningful, high-impact projects and collaborative initiatives that are shaping the future of FinTech and redefining how businesses get paid. Collaborate: Work with a diverse, innovative team where every voice is heard and great ideas come from anywhere. Grow with us: Your career journey is top of mind. We prioritize internal growth and give you the space to shape your path based on your goals — whether that’s deepening your expertise in your domain or exploring something new. Thrive in a supportive culture: As a scaling start-up, there’s a lot to be done and initiative is key. We believe in shared learning, open communication, and building each other up. When one of us grows, we all do. Our Values Transparency & Honesty : We communicate openly and truthfully with partners, investors, and each other so everyone understands where we stand and where we’re headed. Resourcefulness : We stay scrappy, find creative solutions, and make progress even when the path isn’t obvious. We have a bias for action and seek out the information and resources necessary to make decisions and move quickly. Partnership : We win and lose together. We collaborate with our partners, investors, and teammates to tackle big challenges and reach shared goals. Revolutionary & Boldness : We challenge conventions, take calculated risks, and build better, stronger solutions that move our business and the industry forward. Accountability : We take ownership of our decisions and results. We follow through on our commitments knowing our work directly impacts our partners, our team and our business. Applying to Alternative Payments We’re looking for candidates who are ready to step in and make an impact from day one. We know that sometimes people hold back unless they meet every requirement, but if you’re excited about the role, bring relevant experience, and are ready to contribute, we want to hear from you! All resumes are reviewed by our small but mighty talent team. While we may use AI tools to help prioritize applications, real people are behind every resume review and hiring decision. We’re also committed to an inclusive and accessible process. If you require reasonable accommodation during the hiring process, please let us know upon being selected to interview.

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