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About the role
Key responsibilities & impact- Lead and manage a team of Customer Onboarding Managers, ensuring a high level of customer service, TTV, and satisfaction.
- Work with customers in the mid-market and enterprise segments, coordinating with management and leadership at all levels.
- Develop and implement onboarding processes and strategies that are efficient, scalable, and tailored to different customer segments.
- Collaborate with sales, product, customer success and support teams to ensure a cohesive customer journey from initial sale to full product adoption.
- Monitor customer feedback and onboarding metrics, using this data to continuously improve the onboarding experience.
- Conduct regular training sessions for the onboarding team to keep them updated on product changes and best practices.
- Work closely with clients to understand their business needs and tailor the onboarding experience accordingly.
- Establish clear communication and project management protocols to ensure timely and successful implementations.
- Identify upsell and expansion opportunities during the onboarding process and collaborate with the sales team to capitalize on these opportunities.
- Manage customer expectations and address any issues that may arise during the onboarding process.
Requirements
What you’ll need- Bachelor’s degree in business, communication, or a related field.
- 3-5 years of people management experience
- 5+ years of experience in customer success, account management, or a related field within the SaaS industry.
- Proven track record of managing teams, improving customer onboarding processes, and meeting target KPI’s for the business
- Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and team members.
- Data-driven mindset with a strong analytical approach to problem-solving.
- Ability to work in a fast-paced, dynamic environment.
Benefits
Comp & perks- Enjoy the flexibility of remote work
- Competitive base salaries that reflect your value.
- Generous Paid Time Off, because we know you do your best work when you're well-rested.
- Support for every stage of life—with paid maternity, parental bonding, and medical leave for you or your loved ones.
- Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families.
- Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp.
- 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you.
- Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further.
- Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind.
- Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best.
- After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you.
- Keep growing with support for continuing education - we’re invested in your development.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer onboardingcustomer successaccount managementdata analysisKPI managementprocess improvementproject managementtraining developmentSaaS
Soft Skills
leadershipcommunicationinterpersonal skillsrelationship buildingproblem-solvingadaptabilityteam managementcustomer servicecollaborationanalytical thinking
Certifications
Bachelor’s degree