Manager of Customer Onboarding
Skills
- Proven leadership of onboarding, implementation, or customer success teams (SaaS preferred)
- Strong process optimization and automation experience
- Data-informed decision-making using CSAT, churn, activation, and other KPIs
- Excellent stakeholder management with Sales, Product, and cross-functional teams
- Experience with onboarding/CRM/platform tooling (HubSpot, Gainsight, Jira or similar)
- Coaching, communication, and change management skills
Responsibilities
- Conduct a root-to-branch audit of current onboarding playbooks and implement a streamlined, repeatable onboarding process
- Design and automate onboarding workflows to reduce Time-to-Value and improve activation rates
- Manage, coach, and upskill a team of Onboarding Specialists, setting clear expectations and performance metrics
- Partner with Sales for smooth handoffs and with Customer Success and Product to ensure long-term customer health
- Define, track, and report key metrics (Time-to-Value, Activation rates, CSAT, Churn, Team Capacity)
- Lead change management initiatives to rebuild onboarding culture and operational cadence
- Own customer touchpoints during the first 30/60/90 days to ensure high-touch outcomes through high-tech enablement
Education
- Bachelor's degree or equivalent practical experience preferred
- Relevant certifications in project management or customer success are a plus
Benefits
- 100% remote (US-based) work environment
- Medical, Dental, and Vision insurance (100% employer-paid medical) within 30 days
- Equity package
- Flexible PTO with minimum 15 days
- Generous parental leave
- FSA and HSA options
- 401(k)
- Growth & wellness stipend
- Work-from-home equipment provided
- Opportunities for development and career growth
Average salary estimate
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