Onboarding Manager

Job Summary

To redefine the customer journey, the remote Onboarding Manager will audit and overhaul the onboarding process, lead a team of Onboarding Specialists, and drive customer retention through streamlined workflows and data-informed decision-making.

Key responsibilities

• Conduct a comprehensive review of the current onboarding playbook and implement an efficient, automated version
• Manage and coach a team of Onboarding Specialists, fostering a culture of high performance
• 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, specifically in reducing onboarding friction
• Strong stakeholder management skills, with the ability to navigate complex conversations
• Experience leading teams through change in a fast-paced environment, preferably in SaaS
• Deep understanding of the Customer Success philosophy and its impact on client lifetime value