Manager, Customer Onboarding

United StatesFull-TimeManager

Salary not disclosed

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Job Details

Experience: 2–5 years

Requirements

2–5 years of experience in Customer Onboarding, Customer Success, or similar roles within a B2B SaaS environment
Proven experience managing or mentoring teams, ideally in customer-facing or operational roles
Strong project management skills with the ability to anticipate needs, prioritize effectively, and execute in fast-paced environments
High attention to detail with the ability to design structured onboarding plans and workflows
Strong customer-centric mindset with experience building and maintaining long-term client relationships
Excellent communication skills, able to explain complex concepts clearly in writing, presentations, and verbal discussions
Ability to collaborate effectively across diverse, global, and cross-functional teams
Strong problem-solving mindset with a focus on operational improvement and scalability
Comfortable working in a remote-first, high-growth, and evolving environment
Experience with onboarding automation, process optimization, or global HR/payroll platforms (nice to have)

Responsibilities

Lead, manage, and grow a team of onboarding managers responsible for guiding customers through platform adoption and implementation
Recruit, hire, train, and continuously develop team members to ensure strong performance and consistent onboarding quality
Define, track, and ensure achievement of key performance indicators (KPIs) for onboarding success, efficiency, and customer satisfaction
Serve as an expert on the platform, supporting the team in resolving complex onboarding challenges and customer escalations
Oversee onboarding workflows to ensure customers experience a smooth, structured, and value-driven implementation journey
Drive cross-functional initiatives to improve end-to-end customer onboarding experiences and reduce friction points
Collaborate closely with Sales, Support, Operations, Product, and Engineering to align onboarding with broader business goals
Identify and implement process improvements, automation opportunities, and workflow optimizations
Provide coaching, feedback, and performance management to support continuous team development
Lead strategic onboarding initiatives that enhance scalability, efficiency, and customer success outcomes

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