Senior Manager – Customer Onboarding

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

📋 Description

• Build and manage a high-performing team of onboarding managers.

• Establish expectations, mentor team members, and cultivate consistent performers.

• Oversee the entire onboarding experience, ensuring smooth transitions, timely delivery, and quality of the program.

• Develop the strategy for customer enablement and the adoption of payment systems.

• Ensure utilization metrics are achieved, positioning customers for ongoing revenue growth.

• Act as an escalation point for complex onboarding issues and work collaboratively with other teams to resolve challenges.

• Assist teams and customers in data migration, setup, and account activation while maintaining data integrity and security.

• Revamp onboarding processes using AI and technology-driven workflows to decrease time-to-value and enhance customer satisfaction.

• Manage the enablement program, which includes playbooks, milestones, and coaching schedules.

• Conduct performance routines such as one-on-ones, team assessments, and metrics-focused coaching.

• Collaborate with Sales, Product, and Customer Success to provide a seamless client experience.

• Report onboarding metrics, team performance, and program enhancements to leadership.

⛳️ Requirements

• 6–10 years of experience in SaaS onboarding, implementation, or related roles.

• A minimum of 3 years leading a team of individual contributors.

• Previous ownership of team performance, encompassing coaching, accountability, and managing underperformance.

• Proven success in driving software adoption and utilization of payments or digital workflows, supported by measurable metrics.

• Demonstrated ability to coach individual contributors into consistent high performers.

• Experience in designing or restructuring onboarding or enablement programs, including playbooks, milestones, and quality benchmarks.

• Project management expertise to handle competing priorities effectively.

• Experience with AI or automation applied to service delivery is a plus.

• Strong communication and relationship-building capabilities.

• Ability to guide accounting and operations stakeholders through workflow transitions, including digital payments.

• Familiarity with data migration as part of initial setup and activation processes.

• Either a hands-on understanding of association management and fund accounting or a solid track record leading onboarding or implementation teams in vertical SaaS or ERP, with a willingness to quickly learn fund accounting.

• A bachelor's degree is preferred but not mandatory.

• Must reside in the United States and be available to work during EST hours.

🏝️ Benefits

• Applicable bonuses or commissions may be included in the overall compensation pay range.

• Remote work options available.

• Anticipated travel requirement of 10%.