Senior Manager, CRM & Client Onboarding

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

📋 Description

• Oversee, develop, and hold accountable a dedicated onboarding team tasked with the comprehensive delivery of GoIQ CRM implementations for new BizIQ clients.

• Act as the internal CRM subject matter expert, responsible for the configuration and quality assurance of each new client's CRM environment, which includes pipelines, automation workflows, forms, and integrations.

• Take ownership of and continuously enhance BizIQ's structured client onboarding journey—from the initial kickoff call to platform go-live and the first 90-day check-in.

• Create and uphold a thoroughly documented onboarding playbook that standardizes the client experience, minimizes time-to-value, and scales in alignment with team growth.

• Develop and sustain GoIQ's standardized CRM templates, which serve as the foundational setup for every new client, adapting them as the platform and client requirements evolve.

• Design client-facing marketing automation programs within the CRM, such as lead nurture sequences, review request workflows, missed call text-back, and re-engagement campaigns.

• Lead or directly assist in client kickoff calls, platform walkthroughs, and training sessions that establish expectations and instill confidence from the very first interaction.

• Set up and track onboarding health metrics, including time-to-launch, client activation rates, early churn signals, and 90-day satisfaction levels.

• Collaborate cross-functionally with sales and client success teams to ensure smooth transitions before and after the onboarding process.

• Regularly report onboarding performance metrics to leadership, pinpointing friction points and proactively devising solutions.

• Present results, strategies, and client updates effectively using tools such as PowerPoint or Google Slides.

• Participate in special projects and cross-functional initiatives that advance the business.

• Remain actively involved in the onboarding of new clients on an ongoing basis, translating hands-on delivery experiences into playbook enhancements.

⛳️ Requirements

• A Bachelor's degree in Marketing, Business, Communications, or a related field is required.

• A minimum of 3 years of practical, advanced CRM platform experience is required, encompassing account configuration, automation workflow design, and integration setup.

• CRM platform certification or demonstrated expertise at an administrator level (e.g., GoHighLevel, HubSpot, or similar) is highly preferred.

• At least 2 years of experience in leading or managing a small team within an onboarding, client success, or CRM implementation context.

• A proven history of designing and delivering structured client onboarding experiences that promote adoption, reduce churn, and foster long-term platform loyalty.

• Strong marketing acumen—enough to guide SMB clients towards automation strategies that align with their actual business objectives.

• Familiarity with CRM integrations, including Zapier, Make, Stripe, calendar tools, and SMS/email providers.

• Experience working with SMB clients in sectors such as home services, franchises, professional services, or healthcare is a significant advantage.

• Proficiency in onboarding and retention metrics, with the capability to create straightforward dashboards or reports that convey client health and team performance to leadership.

🏝️ Benefits

• Medical, dental, and vision coverage for you and your dependents.

• Life insurance.

• Disability insurance.

• Company HSA contributions.

• 401(k) plan with company match.

• Opportunities for performance-based bonuses.

• Access to BizIQ’s coaching and development ecosystem.

• Employee Maturity Model career pathing.

• Ongoing support for leadership development.

• Generous PTO that increases with your tenure.

• Floating holidays.

• Paid parental leave.

• Pet insurance.

• Employee Assistance Program.

• Peer-to-peer recognition program featuring weekly prizes and gift cards.