Global Onboarding Domain Manager

This is a fully remote position, open to applicants in Canada, +4 more states.

📋 Description

• Take charge of the health, performance, and future development of Phorest’s global onboarding experience.

• Ensure that onboarding journeys are consistent, efficient, and value-driven across different regions.

• Spot opportunities to enhance customer outcomes, operational efficiency, and commercial performance through data analysis, customer insights, trend evaluation, and strategic initiatives.

• Oversee the four essential onboarding pillars: measuring performance, understanding root causes and trends, improving adoption and time-to-value, and shaping the future onboarding experience.

• Design, refine, and standardize onboarding processes across various regions.

• Develop scalable workflows, frameworks, documentation, and governance models.

• Manage and optimize the onboarding tooling stack while collaborating with Operations, Product, Data, and Engineering to improve systems and automate workflows.

• Lead, mentor, and nurture a high-performing team.

• Work collaboratively across Onboarding, Customer Success, Sales, Product, Operations, Data, and Enablement.

• Champion regional needs, align initiatives with global strategies, support Premium and Enterprise paths, and guarantee a seamless customer journey.

• Define and monitor KPIs, build business cases, and conduct Domain Business Reviews.

• Utilize data-driven insights to minimize customer effort, expedite live dates, enhance CSAT, and promote feature activation.

• Shape the product roadmap and establish scalable global processes.

⛳️ Requirements

• Over 8 years of experience in onboarding, customer operations, or customer success programs within a SaaS environment.

• More than 3 years of demonstrated leadership experience in managing teams.

• Proven history of developing and mentoring high-performing teams.

• Strong strategic and operational thinking skills.

• Ability to balance the creation of frameworks with hands-on execution.

• Data-driven mindset with excellent analytical and problem-solving abilities.

• Experience utilizing customer and operational data to uncover trends and drive measurable outcomes.

• Exceptional stakeholder management and communication skills.

• Proven ability to influence Product, Sales, Customer Success, and Operations teams without direct authority.

• Experience in driving operational excellence, process optimization, and continuous improvement in complex global settings.

• Strong commercial acumen.

• In-depth understanding of SaaS customer lifecycle metrics, including CSAT, churn, time to value, and feature activation.

• Comfort with delivering executive presentations and conducting structured business reviews.

• High degree of ownership and accountability.

• Collaborative growth mindset aimed at supporting and developing teams.

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for skill enhancement and career progression.

• Chances to participate in industry events such as ShipitCon.

• A collaborative, diverse, and inclusive team culture.

• Learning and growth opportunities.

• Mentorship and ongoing learning.

• Support for personal and professional development.