Customer Onboarding Manager

Job Summary

To redefine the customer journey, the full-time remote Manager of Customer Onboarding will audit and overhaul the onboarding process, lead a team of Onboarding Specialists, and collaborate with Sales and Customer Success to enhance customer retention and satisfaction.

Key responsibilities

• Conduct a comprehensive review of the current onboarding playbook and implement a streamlined version
• Manage, coach, and upskill a team of Onboarding Specialists to foster a high-performance culture
• Collaborate with Sales and Customer Success to ensure seamless transitions and long-term customer health

Required qualifications

• 3+ years in a leadership or management role within Onboarding, Implementation, or Customer Success
• Proven experience in process optimization and reducing onboarding friction
• Ability to navigate complex stakeholder conversations to enhance customer experience
• Experience managing implementation or onboarding teams in a fast-paced SaaS environment
• Deep understanding of the Customer Success philosophy and its impact on client lifetime value