Customer Onboarding Manager

Small businesses represent 99.9% of all companies, yet they're still forced to choose between clunky, outdated enterprise phone systems or their personal phones. This multi-billion dollar market has been overlooked for decades, left to cobble together solutions that slow them down instead of helping them grow. Quo is changing that. We bring calls, texts, and customer information together into one easy-to-use, AI-powered platform. We’re not just building a phone system. We’re setting a new standard for how businesses connect with their customers. Driven by our values, we move fast, build with determination, and obsess over delivering value to the businesses that have been underserved for far too long. Today, Quo is trusted by more than 90,000 companies and rated #1 in customer satisfaction on G2 . We’re backed by Y Combinator, Tiger Global, Craft Ventures, Slow Ventures, and other top-tier investors. It’s safe to say we’re onto something big. 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. Who we are As a fully remote company, we thrive as a team. We are curious, ambitious, and dedicated to our work. We value trust above all else, and have a strong bias for action. If you're looking for a place to do your life's work, please get in touch. We'd love to hear from you. And remember, there's no such thing as a 'perfect' candidate. We're looking for optimists with grit and determination, who are excited to face the challenges of a growing startup. Quo is the type of company where you can grow, and we encourage you to apply for this role even if you don't think you meet all the requirements. We are committed to creating an inclusive and diverse work environment. It is important that you are able to bring your authentic self to work every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. #LI-Remote #PostLI