steercom - Key Message. Delivered.

Onboarding Manager

steercom - Key Message. Delivered.

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Audit & Overhaul: Conduct a "root to branch" review of our current onboarding playbook and implement a streamlined, automated, and repeatable version.
  • Lead the Charge: Manage, coach, and upskill a team of Onboarding Specialists, setting clear expectations and rebuilding a culture of winning.
  • Bridge the Gap: Partner with Sales to ensure seamless handoffs and with Customer Success to ensure long-term health is baked into the implementation.
  • Drive Retention: Directly impact company-wide Churn and CSAT scores by ensuring every customer feels "high-touch" care through "high-tech" efficiency.
  • Report Progress: Define and track the metrics that matter (Time-to-Value, Activation rates, Team Capacity).

Requirements

  • A proven track record of managing implementation or onboarding teams in a fast-paced environment (SaaS highly preferred).
  • Experience leading through change—you’ve successfully navigated a team through a pivot or a process overhaul before.
  • A deep understanding of the "Customer Success" philosophy and how the first 30/60/90 days dictate the lifetime value of a client.
  • 3+ years in a leadership or management role within Onboarding, Implementation, or Customer Success.
  • Process Optimization Experience: Evidence of a time you reduced onboarding friction or shortened implementation cycles.
  • Stakeholder Management: Ability to navigate difficult conversations with Sales or Product teams to improve the customer experience.
Benefits
  • 100% remote work environment
  • Medical, Dental and Vision insurance within 30 days
  • 100% employer-paid medical insurance
  • Equity package
  • Flexible PTO with 15 days minimum
  • Generous Parental Leave
  • FSA and HSA options
  • 401(k)
  • Growth & Wellness Stipend
  • WFH Equipment
  • Chance to work with the latest technology
  • A collaborative, high ownership culture
  • Opportunities for development and career growth
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
onboardingimplementationprocess optimizationmetrics trackingcustomer successSaaS
Soft Skills
leadershipcoachingstakeholder managementcommunicationteam management