Manager, Customer Onboarding

We’re looking for a customer-centric, innovative, and collaborative Manager, Customer Onboarding to join our team and support our onboarding function as we continue to scale.

As a Manager, Customer Onboarding your mission will be to coach and develop a team of Onboarding Strategists to meet defined metrics as they lead our customers through the onboarding phase of their lifecycle. 

You should be excited about helping people grow and setting the bar for how we onboard customers. You’ll be a great fit for this role if you enjoy bringing new ideas to the table and working cross-functionally to bring those ideas to life. 

What you’ll do:

• Lead and manage our growing onboarding team through various performance and talent management initiatives 
• Provide regular feedback and guidance to support individual and team growth
• Strategically partner with leadership across the organization to define and implement successful onboarding programs that drive growth
• Set and drive onboarding pipeline targets to ensure consistent completion of onboarding projects across the team 
• Develop frameworks and communication practices that build trusting relationships with our customers
• Enhance customer time to value by optimizing our tech stack, engagement strategies, and workflows
• Project manage new onboarding initiatives while collaborating with sales, product, customer support, CSMs, marketing, customer education, RevOps to ensure project  completion
• Serve as the voice of our customers to deliver a best-in-class onboarding experience

How success will be measured in this role:

• The success of each individual team member you’re managing
• Onboardings completed per quarter
• Improvement in gross and net retention
• Increase in usage and adoption metrics during onboarding

If the details below describe you, you could be a great fit for this role:

• 4-5+ years professional experience, with 3+ years of experience in customer onboarding at a B2B SaaS company
• Prior people management experience is preferred but not required
• Experience coaching/mentoring and training other team members  
• Proficiency in Salesforce
• An ability to use data to analyze results and make data-driven decisions
• Skilled in coaching, influencing, and motivating employees to achieve their best while fostering high morale
• Experience in effectively managing customer escalations and resolving challenging customer scenarios
• Quick to adapt to new software and evolving business requirements
• Excellent verbal communication and strong writing skills with an emphasis on process documentation
• Capable of working independently and quickly acclimating to a fast-paced environment

Interview Overview

Below you'll find an outline of the interview plan for this role. Please note that this is what we expect the process to look like; we may ask you for supplemental information or require an additional step before making a final decision.

• 30 min interview with a member of our Talent Team
• A 1 hour zoom interview with the hiring manager 
• Skills assessment (1 hours max) 
• Peer interviews with several team members
• Final call(s) with executive team member(s) 

Salary

In the US, the base salary for this role is between $79,000 and $100,000+, depending on skills and experience. Total compensation for this role consists of base salary and a quarterly bonus plan. We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location. For all other countries, we have competitive pay bands based on market standards.

Individual compensation decisions are based on a number of factors, including experience level, skillset, and balancing internal equity relative to peers at the company. We expect the majority of the candidates who are offered roles at our company to fall healthily throughout the range based on these factors. We recognize that the person we hire may be less experienced (or more senior) than this job description as posted. If that ends up being the case, the updated salary range will be communicated with you as a candidate.