Customer Success & Onboarding Specialist - ESC

Company Name:

Location: Toronto, Ontario

Status: 1 Permanent Full-time Vacancy

Salary Range: The annual salary for this position ranges from $53,000 - $79,500. Exact compensation may vary based on qualification, experience, and education. 

Closing Date: May 3, 2025

We are ESC, an experienced provider that delivers solutions uniting public records data, customer authentication, corporate services, collateral management, asset recovery, and accounts receivable management which support registration, due diligence, and lending practices of clients across Canada. Our people are what drives our innovation, growth, and well-being.

We are looking for a Customer Success & Onboarding Specialist to help grow our business and contribute to our future.

The Customer Success & Onboarding Specialist plays a critical role in ensuring ESC Corporate Services customers are successfully onboarded, trained, and supported from post-sale through ongoing adoption. This role owns the early and ongoing customer experience, ensuring clients realize value quickly, are confident using ESC systems and services, and remain engaged and successful over time.

Working closely with Sales, Operations, Support, and Product teams, the Customer Success & Onboarding Specialist helps deliver consistent, scalable, and high-quality customer experience. This role combines structured onboarding, proactive customer engagement, and operational coordination to drive satisfaction, retention, and long-term customer growth.

 What you’ll do:

• Own post-sale customer onboarding from handoff through go-live, including kickoff calls, confirmation of success criteria, and managing onboarding milestones and timelines.
• Deliver standardized onboarding and training, providing role-based portal and workflow enablement to ensure customers are confident and prepared to use ESC services.
• Coordinate go-live readiness and stabilization, working cross-functionally to confirm access, configurations, and early issue resolution.
• Drive ongoing customer adoption and success, using proactive engagement touchpoints (e.g., 7/30/60/90 days) to monitor usage, reinforce value, and address friction early.
• Manage inbound customer inquiries and shared inbox triage, ensuring timely, professional responses and coordination with internal teams through to resolution.
• Identify and mitigate customer risk, escalating issues appropriately and coordinating retention actions to protect customer relationships.
• Support renewal and expansion readiness, tracking renewal timelines, identifying upsell or cross-sell signals, and partnering with Sales on customer reviews when required.

What you’ll bring:

• Post-secondary education in Business Administration, Commerce, Communications, Marketing, Information Systems, or a related field.
• A minimum of 2 years of experience in a client-facing role such as Customer Success, Onboarding/Implementation, Client Services, Account Management, or Sales Operations.
• Experience in B2B services, SaaS, financial services, or regulated environments is considered an asset.
• Experience using CRM systems and workflow or task management tools.

Key Competencies:

• Clear, professional written and verbal communication; able to set expectations and deliver executive‑ready updates.
• Strong customer focus with the ability to build trusted, value‑driven relationships.
• Highly organized with excellent time management and consistent follow‑through.
• Proven ability to collaborate across internal teams and external stakeholders.
• Strong problem‑solving skills with sound judgment in issue identification and escalation.
• Process‑oriented mindset with an interest in continuous improvement; experience building onboarding or enablement resources is an asset.

Please note: This position is eligible for a hybrid work arrangement consisting of in-office and remote work.

What we offer:

At ISC, we believe in progress with purpose and are proudly certified as a Great Place to Work. We’re committed to creating a supportive, inclusive, and engaging environment where people can thrive. Here’s what you can expect when you join our team: 

• We believe in progress with purpose.
  • Innovative technology 
  • Growth through strategic partnerships
  • Investment in new products
• We support your growth.
  • Career development opportunities
  • Education support
• We care about people.
  • Competitive salary and benefits package
  • Hybrid work schedule
  • Recognition programs

Help us put public records at our customers’ fingertips with your customer-centric approach. If this opportunity interests you, please apply May 3, 2026. We would like to thank all candidates for their interest, however, only those selected to continue in the recruitment process will be contacted.

A little more about us:

ESC is a wholly owned subsidiary of ISC (TSX: ISC). ISC is the leading provider of registry and information management services for public data and records. Throughout our history, we've excelled at delivering value to government, industry, and our community. We are the partner of choice for governments and private sector organizations seeking solutions across the information management spectrum.