Onboarding Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and develop a team of 8–12 Onboarding Specialists through structured one-on-one meetings, Gong-based coaching sessions, and performance evaluations.

• Foster ownership and accountability regarding customer timelines.

• Conduct weekly portfolio reviews that cover account status, forecasts, risks, delays, and recovery strategies.

• Oversee the quality, volume, and speed of new-hire ramp-ups.

• Nurture future leaders by providing mentoring, stretch assignments, succession planning, and career discussions.

• Manage team activation speed in relation to benchmark targets.

• Implement funnel efficiency standards to eliminate backlog issues.

• Ensure forecast accuracy and uphold evidence-based commitments.

• Analyze operational trends that impact activation speed, forecast accuracy, cancellations, delays, and overall portfolio health.

• Confirm that implementation milestones and activation-readiness standards are achieved.

• Recognize and mitigate customer risks, managing escalations to executive levels as needed.

• Identify onboarding bottlenecks and suggest scalable process enhancements.

• Leverage operational data to influence tooling, playbooks, customer journeys, and cross-functional initiatives.

• Collaborate with Operations on reporting, automation, and onboarding efficiency improvements.

• Evaluate and review Gong calls while providing behavior-focused coaching.

• Facilitate portfolio-focused, action-driven team meetings.

• Collaborate with Sales and Customer Success teams during SMB pre-sale to post-sale transitions.

• Advocate for SMB customer requirements to Product and Engineering teams.

• Work alongside Revenue Operations and Finance for capacity planning, data integrity, and operational efficiency.

• Promote automation, tooling, and process efficiency initiatives.

• Ensure data integrity across project management and implementation platforms.

⛳️ Requirements

• Minimum of 3 years in SaaS onboarding, implementation, or customer success, including at least 1–2 years in a leadership role.

• Proven ability to manage a high-volume portfolio with speed and forecasting discipline.

• Strong coaching abilities to translate call reviews and metrics into actionable behavior modifications.

• Comfortable working in a fast-paced, metrics-driven setting.

• Experience with data hygiene and maintaining reporting integrity in CRM tools like Salesforce or similar platforms.

• Familiarity with project management or implementation tools.

• Capacity to hold a team accountable while fostering a supportive, development-focused culture.

• Excellent written and verbal communication skills for managing customer escalations and internal reporting.

• Experience managing high-volume onboarding processes.

• Familiarity with Gong or similar conversation intelligence software.

• Background in wellness, healthcare, med spa, salon, or service-oriented industries.

• Knowledge of GuideCX or other relevant SaaS operational platforms.

• Six Sigma, PMP, or other process-improvement certifications are a plus.

🏝️ Benefits

• Competitive base salary with eligibility for performance bonuses.

• Equity participation available for all full-time employees.

• Comprehensive medical coverage, including up to 100% premium coverage for employees and 75% for dependents.

• Annual $1,200 HSA employer contribution for eligible plans.

• Full coverage for dental, vision, life, and disability insurance.

• 12 weeks of fully paid parental leave in the U.S.

• Flexible paid time off policy.

• 10 company-recognized holidays in the U.S.

• Fully remote work environment.

• $200 allowance for home office setup.

• $50 monthly reimbursement for work-from-home expenses.

• $200 in quarterly Boulevard Bucks for wellness and industry connections.

• One Medical membership provided.

• Employee Assistance Program available.