Onboarding Manager

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Lead, mentor, and cultivate a team of onboarding specialists

• Establish expectations, provide constructive feedback, and facilitate ongoing performance support

• Oversee the team’s portfolio to ensure timely product implementation, enhance customer engagement, and achieve successful onboarding results

• Develop, drive, and report on onboarding performance metrics

• Monitor team capacity, workload, and project advancements; identify risks and optimize resource allocation

• Conduct call and experience reviews, offering actionable coaching

• Identify customer and project risks, propose solutions, and assist in escalating critical issues

• Collaborate with Conversion Project Managers, Customer Success, Support, Education, Product, Engineering, and Getting Started leadership

• Utilize customer feedback, performance metrics, and team insights to refine onboarding processes

• Translate product capabilities and customer requirements into onboarding expectations, deliverables, and success criteria

• Stay informed about Bloomerang products, onboarding best practices, and industry trends; share knowledge with the team

⛳️ Requirements

• 2–3 years of experience managing a customer-facing onboarding, implementation, or professional services team, ideally in a SaaS environment

• 1–2 years of experience in a customer-facing SaaS onboarding, implementation, or project management position

• Proven ability to coach, develop, and motivate team members while ensuring accountability for performance

• Strong operational and project management capabilities, including prioritization of competing demands and management of a high-volume portfolio

• Exceptional written and verbal communication skills

• Strong technical aptitude with a quick learning curve for new software products, workflows, and concepts

• Proactive and solutions-focused approach to identifying risks, overcoming challenges, and enhancing processes

• Ability to leverage performance data and customer feedback to assess outcomes and inform decisions

• Authentic dedication to serving organizations within the nonprofit sector

• Must be eligible to work in the U.S. or select Canadian Provinces; Bloomerang does not provide visa sponsorship

🏝️ Benefits

• Health insurance options

• Vision insurance options

• Dental insurance options

• HealthiestYou healthcare service with confidential access to doctors 24/7

• 20 PTO days

• 3 flex days

• 4 optional volunteer days

• 12 paid holidays

• Paid parental leave

• 401k match

• Equipment shipped to your door

• Discretionary bonus eligibility

• Fully remote work within the U.S. and select Canadian Provinces