Senior Manager, Customer Onboarding

Accountabilities

In this role, you will lead the onboarding organization and ensure customers experience a smooth, efficient, and value-driven implementation process. You will:

• Lead, mentor, and develop a team of Customer Onboarding Managers, ensuring strong performance, accountability, and customer satisfaction outcomes


• Design and continuously improve scalable onboarding frameworks tailored to different customer segments, including mid-market and enterprise clients


• Oversee the full onboarding lifecycle, ensuring clear communication, structured project execution, and successful product adoption


• Partner closely with Sales, Product, Customer Success, and Support teams to deliver a unified and seamless customer experience


• Monitor onboarding KPIs, customer feedback, and operational metrics to identify improvement opportunities and drive process optimization


• Conduct training and enablement sessions for onboarding teams to ensure consistency, product expertise, and best practices adoption


• Work directly with customers to understand business needs and tailor onboarding approaches accordingly


• Identify upsell and expansion opportunities during onboarding and collaborate with Sales to support revenue growth

Requirements
The ideal candidate brings strong leadership experience in SaaS customer onboarding or customer success, along with a data-driven and customer-centric mindset. You will need

• 5+ years of experience in customer success, account management, onboarding, or related SaaS roles


• 3–5 years of people management experience, with a proven ability to lead and develop high-performing teams


• Experience designing and improving onboarding or implementation processes in a SaaS environment


• Strong communication and interpersonal skills, with the ability to build trusted relationships with clients and internal stakeholders


• Data-driven mindset with the ability to analyze KPIs and translate insights into actionable improvements


• Ability to operate effectively in a fast-paced, dynamic, and evolving environment


• Strong organizational and project management skills, with attention to detail and execution excellence


• Bachelor’s degree in business, communication, or a related field (or equivalent experience)

• Competitive base salary aligned with experience and market benchmarks


• Remote work flexibility with hybrid connection opportunities and periodic team gatherings


• Comprehensive health coverage including medical, dental, vision, and prescription plans


• Paid time off, parental leave, and medical leave for personal and family needs


• 401(k) retirement plan with employer matching contributions


• Flexible spending accounts (FSA) and health savings accounts (HSA) options


• Wellness support, including mental health resources and fitness stipends


• Home office setup support after one year of employment


• Professional development and continuing education support


• Inclusive, collaborative, and mission-driven team culture

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