Senior Manager, Customer Onboarding

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

📋 Description

• Oversee and lead a team of Customer Onboarding Managers to ensure exceptional customer service, time-to-value (TTV), and overall satisfaction.

• Engage with clients in the mid-market and enterprise sectors, collaborating with management and leadership across all levels.

• Design and execute onboarding processes and strategies that are efficient, scalable, and customized for various customer segments.

• Partner with sales, product, customer success, and support teams to guarantee a seamless customer experience from the initial sale to complete product adoption.

• Track customer feedback and onboarding metrics, utilizing this information to continuously enhance the onboarding process.

• Facilitate regular training sessions for the onboarding team to keep them informed about product updates and industry best practices.

• Work closely with clients to comprehend their business requirements and adapt the onboarding experience accordingly.

• Establish clear communication and project management protocols to ensure timely and successful project implementations.

• Identify upsell and expansion opportunities during the onboarding phase and collaborate with the sales team to leverage these chances.

• Manage customer expectations and resolve any challenges that may arise throughout the onboarding journey.

⛳️ Requirements

• Bachelor’s degree in business, communication, or a related discipline.

• 3-5 years of experience in people management.

• 5+ years of experience in customer success, account management, or a related field within the SaaS sector.

• Demonstrated success in managing teams, enhancing customer onboarding processes, and achieving target KPIs for the organization.

• Outstanding communication and interpersonal skills, with the ability to cultivate strong relationships with clients and team members.

• A data-driven mindset with a robust analytical approach to problem-solving.

• Capacity to thrive in a fast-paced, dynamic environment.

🏝️ Benefits

• Enjoy the flexibility of remote work.

• Competitive base salaries that reflect your value.

• Generous Paid Time Off, because we understand that you perform your best when well-rested.

• Support for every life stage—with paid maternity, parental bonding, and medical leave for you or your loved ones.

• Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee-only plans, we cover 100% of premiums, and for families, we cover 50% of costs.

• Prioritizing your mental health: access free, confidential counseling through our partnership with BetterHelp.

• 401(k) Retirement Savings Plan with a 100% employer match on contributions up to 6%—ensuring your future self will be grateful.

• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to maximize your financial resources.

• Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind.

• Wellness on your terms: receive up to $60/month towards fitness, mental health, or anything else that helps you feel your best.

• After one year of employment, enjoy a $300 home office setup bonus to enhance your workspace.

• Continue to develop professionally with support for continuing education—we’re committed to your growth.