Customer Success and Onboarding Coordinator

Xtract One is a technology company dedicated to making the world safer through intelligent, frictionless security solutions. We design and deliver advanced threat detection screening systems that help organizations protect people, property, and public spaces—without slowing them down.

Our solutions combine cutting-edge hardware, AI-powered analytics, and real-time insights to detect weapons and potential threats in high-traffic environments such as stadiums, arenas, corporate offices, government buildings, and entertainment venues. Xtract One enables safer, more welcoming experiences while maintaining the highest standards of security.

With teams across North America, Xtract One brings together engineers, technologists, and business professionals who are passionate about innovation, collaboration, and real-world impact. We are driven by a shared mission to redefine security—making it smarter, more human-centric, and seamlessly integrated into everyday environments.

Xtract One is currently looking for a "Customer Success and Onboarding Coordinator" to join our team!

Location: 55 York Street, Suite 1100, Toronto Ontario, M5J 1R7

Work Model: In Office 

Compensation: $30/HR

Status: Full-time, Temporary Fixed Term Contract (Covering Parental Leave)

Vacancy Status: This is a temporary addition to the Customer Success team

 Job Summary:

 The Customer Success Coordinator is a high-visibility, entry-level role responsible for bridging a "closed deal" and a "happy, active customer" by owning the critical initial "Success" phase. This role serves as the primary customer contact for setup and training while simultaneously acting as the internal "air traffic controller," monitoring all necessary manufacturing and technical schedules for a successful launch.

Responsibilities:

Customer Onboarding & Adoption:

Act as the primary point of contact for new customers from Day 1.

Lead customers through their initial setup planning, training, and adoption milestones.

Proactively check in with users post installation to ensure they are using the platform and hitting their goals.

Be the conduit between the customer and Xtract One to ensure resolution is achieved when issues arise.

Logistics & Resource Monitoring:

Track the production and shipping of gateways to ensure the hardware is moving.

Coordinate with the Technical Director to ensure Field Service Engineers (FSEs) are scheduled for installation in sync with hardware delivery.

Coordinate with the Support lead to resolve any technical "hiccups" during the first 60 days of the customer’s journey.

Reporting & Visibility:

Maintain the Deployment Tracker so the VP of CX has a real-time view of every account.

Identify bottlenecks (e.g., hardware delays or scheduling conflicts) and bring them to the VP with clear data so a decision can be made.

Qualifications:

Post secondary education required

0–2 years of experience, indicating you are Entry-Level and eager for a role with high visibility and clear impact.

Must be a People Person who enjoys teaching others and building customer relationships.

Must be Detail-Obsessed and capable of moving project tasks from "In Progress" to "Complete".

Must be Logistically Minded and able to visualize how manufacturing timelines affect engineering schedules and customer expectations.

Must be Tech-Fluent and able to explain technical concepts to non-technical users with ease.

Disclosure of AI Use in Recruitment:

 Our recruitment process may utilize artificial intelligence (AI) tools to enhance efficiency and ensure a fair and comprehensive review of applications. This may include AI for tasks such as initial resume screening and transcribing interview discussions. We are committed to using AI responsibly and ethically, with a focus on fairness and minimizing bias.

Commitment to Inclusive and Accessible Work Environments:

 Xtract One is committed to creating an inclusive, accessible work environment and providing accommodations for individuals with disabilities in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. If you require accommodation at any stage of the recruitment process or while employed with us, please notify Human Resources at [email protected] , and we will work with you to meet your needs.