Top Benefits
About the role
About FreshBooks You've probably learned a bit about FreshBooks before making it to this point, but let us take a moment to introduce ourselves: FreshBooks is a leading cloud-based SaaS accounting software platform built for small business owners and consistently ranks #1 easiest to use. With an emphasis on keeping things simple and stress-free wherever possible, FreshBooks makes the hard parts of running a business a little bit easier. With FreshBooks, our customers can get paid faster and spend less time on admin and paperwork, so they can focus on what they do best—growing their businesses.
We believe in human-centric connections that empower teams to do their best work. Headquartered in Toronto, Canada, our team operates in clusters across North America and Europe using a variety of working environments—remote, hybrid, and in-office—all based on what’s best for the team, collaboration, and mental well-being. We are committed to creating a supportive and flexible workplace where everyone can thrive, grow, and make an impact on the lives of small business owners and accountants worldwide.About the Role
As a Payroll Sales & Onboarding Specialist, you will deliver an Extraordinary Effortless Experience (4E) by guiding FreshBooks business owners through their Gusto embedded payroll onboarding. You will be crucial for customer acquisition, ensuring timely payroll processing, proactively reducing churn, and enhancing overall customer satisfaction and retention. This role involves managing proactive outbound communications, supporting customers, and assisting with partner support to ensure customers achieve long-term value with FreshBooks.
NOTE: This role is hybrid, meaning that the team comes together in office 1-2 times per week.
What You'll Do
- Guide FreshBooks business owners through the Gusto embedded payroll setup, ensuring a smooth and timely process.
- Interact with customers who sign up via email and phone, helping them navigate the onboarding funnel.
- Make proactive outbound calls (30+ touchpoints daily) to ensure payroll setup is completed and run on time.
- Manage a pipeline of opportunities with measured stages to forecast weekly and monthly results.
- Communicate with Sales, Support, and Product teams to optimize the onboarding experience.
- Proactively identify and address potential risks for involuntary churn, especially for high-value customers.
- Maintain an in-depth understanding of the customer's journey and needs, ensuring processes are complete and creating "sticky" experiences.
What You'll Bring
- 1-2 years of experience in customer success, account management, or relevant customer-facing roles.
- Strong understanding of customer success methodologies and a genuine passion for driving customer satisfaction and retention.
- Excellent written and oral communication skills with the ability to convey complex information clearly, accessibly, and in a friendly manner.
- Highly organized and detail-oriented, with strong organizational skills to manage various customer touchpoints efficiently.
- Ability to work both independently and collaboratively in a fast-paced, dynamic environment.
- Ability to quickly learn new systems and maintain an advanced understanding of the FreshBooks platform.
- Ability to demonstrate the PORCHFEST values (Passion, Ownership, Results, Change, Honesty, Fun, Empathy, Stretch, Trust) and departmental Support Values.
You'll Stand Out If You Have
- Previous experience with outbound campaigns, upselling, or customer retention initiatives.
- Proven experience managing high-value customers and mitigating churn risks for high-MRR accounts.
- Experience with phone, email, and chat support channels.
Perks & Benefits
We Understand That You'll Weigh Many Factors When Deciding If FreshBooks Is The Right Next Step In Your Career. Here Are Some Of Our Offerings For Our Employees (we Call Ourselves ✨ FreshBookers✨) To Support Their Growth
- 🩺 Comprehensive health and wellness benefits. Including a retirement savings program or pension plan matched to your local office, stock options for every full-time employee, generous time off, parental leave and new parent support, annual healthy living credit, comprehensive medical and dental benefits, fertility and gender-affirming benefits dependent on your region, and more.
- 📚 Perks that matter. Including a Peer Recognition Program, an Employee Assistance Program, headphone credit, meaningful in-person gatherings to bring onsite and remote employees together, and more perks matched to your local cluster.
- 🌱 Working environments to help you thrive. Beautiful office spaces welcome you in Toronto, Amsterdam, and San Luis Potosi. If you don't have access to a FreshBooks office, you receive a home office credit to set up your home office.
- 🤗 Supportive peer group, mentors, and leaders. We care about each other across the organization and have programs to support this so everyone feels a strong sense of belonging, and believes in collective impact.
- 🚀 Accelerated growth. Comprehensive company onboarding, career development through continuous coaching, training, and learning on the job.
Even if your experience doesn't meet every bullet on the above lists, we'd love to learn more about you and why you think FreshBooks is the next step in your career. FreshBooks is an equal-opportunity employer. We do not discriminate based on gender, religion, race, mental disability, sexual orientation, age, or any other status. All applicants are considered based on their qualifications and merits. At FreshBooks, we inspire an environment of mutual respect and we believe diversity and inclusion are crucial to our success. FreshBooks provides employment accommodation during the recruitment process. Should you require any accommodation, please indicate this on your application and we will work with you to meet your accessibility needs. For any questions, suggestions or required documents regarding accessibility in a different format, please contact us by phone at 1-416-780-2700 and/or email at accessibility@freshbooks.com.
Top Benefits
About the role
About FreshBooks You've probably learned a bit about FreshBooks before making it to this point, but let us take a moment to introduce ourselves: FreshBooks is a leading cloud-based SaaS accounting software platform built for small business owners and consistently ranks #1 easiest to use. With an emphasis on keeping things simple and stress-free wherever possible, FreshBooks makes the hard parts of running a business a little bit easier. With FreshBooks, our customers can get paid faster and spend less time on admin and paperwork, so they can focus on what they do best—growing their businesses.
We believe in human-centric connections that empower teams to do their best work. Headquartered in Toronto, Canada, our team operates in clusters across North America and Europe using a variety of working environments—remote, hybrid, and in-office—all based on what’s best for the team, collaboration, and mental well-being. We are committed to creating a supportive and flexible workplace where everyone can thrive, grow, and make an impact on the lives of small business owners and accountants worldwide.About the Role
As a Payroll Sales & Onboarding Specialist, you will deliver an Extraordinary Effortless Experience (4E) by guiding FreshBooks business owners through their Gusto embedded payroll onboarding. You will be crucial for customer acquisition, ensuring timely payroll processing, proactively reducing churn, and enhancing overall customer satisfaction and retention. This role involves managing proactive outbound communications, supporting customers, and assisting with partner support to ensure customers achieve long-term value with FreshBooks.
NOTE: This role is hybrid, meaning that the team comes together in office 1-2 times per week.
What You'll Do
- Guide FreshBooks business owners through the Gusto embedded payroll setup, ensuring a smooth and timely process.
- Interact with customers who sign up via email and phone, helping them navigate the onboarding funnel.
- Make proactive outbound calls (30+ touchpoints daily) to ensure payroll setup is completed and run on time.
- Manage a pipeline of opportunities with measured stages to forecast weekly and monthly results.
- Communicate with Sales, Support, and Product teams to optimize the onboarding experience.
- Proactively identify and address potential risks for involuntary churn, especially for high-value customers.
- Maintain an in-depth understanding of the customer's journey and needs, ensuring processes are complete and creating "sticky" experiences.
What You'll Bring
- 1-2 years of experience in customer success, account management, or relevant customer-facing roles.
- Strong understanding of customer success methodologies and a genuine passion for driving customer satisfaction and retention.
- Excellent written and oral communication skills with the ability to convey complex information clearly, accessibly, and in a friendly manner.
- Highly organized and detail-oriented, with strong organizational skills to manage various customer touchpoints efficiently.
- Ability to work both independently and collaboratively in a fast-paced, dynamic environment.
- Ability to quickly learn new systems and maintain an advanced understanding of the FreshBooks platform.
- Ability to demonstrate the PORCHFEST values (Passion, Ownership, Results, Change, Honesty, Fun, Empathy, Stretch, Trust) and departmental Support Values.
You'll Stand Out If You Have
- Previous experience with outbound campaigns, upselling, or customer retention initiatives.
- Proven experience managing high-value customers and mitigating churn risks for high-MRR accounts.
- Experience with phone, email, and chat support channels.
Perks & Benefits
We Understand That You'll Weigh Many Factors When Deciding If FreshBooks Is The Right Next Step In Your Career. Here Are Some Of Our Offerings For Our Employees (we Call Ourselves ✨ FreshBookers✨) To Support Their Growth
- 🩺 Comprehensive health and wellness benefits. Including a retirement savings program or pension plan matched to your local office, stock options for every full-time employee, generous time off, parental leave and new parent support, annual healthy living credit, comprehensive medical and dental benefits, fertility and gender-affirming benefits dependent on your region, and more.
- 📚 Perks that matter. Including a Peer Recognition Program, an Employee Assistance Program, headphone credit, meaningful in-person gatherings to bring onsite and remote employees together, and more perks matched to your local cluster.
- 🌱 Working environments to help you thrive. Beautiful office spaces welcome you in Toronto, Amsterdam, and San Luis Potosi. If you don't have access to a FreshBooks office, you receive a home office credit to set up your home office.
- 🤗 Supportive peer group, mentors, and leaders. We care about each other across the organization and have programs to support this so everyone feels a strong sense of belonging, and believes in collective impact.
- 🚀 Accelerated growth. Comprehensive company onboarding, career development through continuous coaching, training, and learning on the job.
Even if your experience doesn't meet every bullet on the above lists, we'd love to learn more about you and why you think FreshBooks is the next step in your career. FreshBooks is an equal-opportunity employer. We do not discriminate based on gender, religion, race, mental disability, sexual orientation, age, or any other status. All applicants are considered based on their qualifications and merits. At FreshBooks, we inspire an environment of mutual respect and we believe diversity and inclusion are crucial to our success. FreshBooks provides employment accommodation during the recruitment process. Should you require any accommodation, please indicate this on your application and we will work with you to meet your accessibility needs. For any questions, suggestions or required documents regarding accessibility in a different format, please contact us by phone at 1-416-780-2700 and/or email at accessibility@freshbooks.com.