Manager of Customer Onboarding

New

SteerAutomotive Repair, SaaS

United States (Remote)Full-TimeManager

Salary not disclosed

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Job Details

Experience: 3+ years

Requirements

Proven track record of managing implementation or onboarding teams in a fast-paced environment (SaaS highly preferred)
Experience leading through change
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
Experience with HubSpot, Jira, or Gainsight (or similar platforms) (Nice to Have)
Experience with automotive industry (Nice to Have)
Experience in a "Turnaround" environment where you were responsible for fixing a broken department or process (Nice to Have)

Responsibilities

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

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