Onboarding Services Manager
Location
United States
Posted
12 days ago
Salary
Not specified
No structured requirement data.
Job Description
Role Description
We are looking for a strong, people-focused, and operationally minded Onboarding Services Manager to join our growing Organization! This is not a passive oversight role — it’s a hands-on leadership position designed for someone who wants visibility across customer implementation strategy, team development, and cross-functional execution in a fast-paced SaaS environment.
- Lead and mentor the onboarding team
- Influence process design, customer experience, and long-term retention outcomes
- Guide onboarding team members through active implementations
- Review project timelines and reinforce structured methodology
- Ensure customers remain aligned on expectations and outcomes
- Serve as a resource for escalations and navigate complex implementation challenges
- Partner closely with Sales, Product, Engineering, Training, and Customer Support
- Monitor onboarding KPIs and identify trends that impact customer satisfaction
- Implement improvements that reduce downstream support tickets
- Facilitate productive conversations during key customer moments
After one year, you’ll know you were successful if:
- The onboarding team consistently meets or exceeds implementation timelines and performance KPIs
- Customer satisfaction during onboarding improves and post-launch support tickets tied to onboarding decrease
- Onboarding best practices are documented, standardized, and consistently applied across the team
- Cross-functional partners view onboarding as organized, proactive, and solutions-focused
- You’ve implemented at least one meaningful process improvement that increased efficiency or customer outcomes
Qualifications
- 8–10 years of experience in customer success, onboarding, or project management roles
- Experience leading SaaS implementations or customer onboarding programs
- Proven ability to lead, mentor, and develop team members
- Strong communication skills with the ability to translate technical concepts for non-technical audiences
- Exceptional organizational and time management skills in a fast-paced environment
- Ability to manage multiple priorities while maintaining high service standards
Requirements
- Experience in a SaaS or subscription-based company
- Background in implementation methodology design or workflow optimization
- Experience reducing customer escalations through structured onboarding practices
- Exposure to customer health metrics or retention strategy
- Interest in process improvement, automation, or scalable systems
Benefits
- Competitive compensation aligned with employee qualifications
- Comprehensive benefits package including medical, dental, and vision coverage
- Company contributions to HSAs and FSAs
- Company-paid life insurance and long-term disability insurance
- Critical illness insurance
- 401(k) retirement plan with company match
- Bi-weekly payroll
- Responsible Time Off (RTO)
- 13 paid holidays and Sick and Safe Time
- Employee referral program
- Employee-led groups that foster an inclusive, connected workplace culture
- Flexible or compressed schedules to support work-life balance
Job Requirements
- 8–10 years of experience in customer success, onboarding, or project management roles
- Experience leading SaaS implementations or customer onboarding programs
- Proven ability to lead, mentor, and develop team members
- Strong communication skills with the ability to translate technical concepts for non-technical audiences
- Exceptional organizational and time management skills in a fast-paced environment
- Ability to manage multiple priorities while maintaining high service standards
- Experience in a SaaS or subscription-based company
- Background in implementation methodology design or workflow optimization
- Experience reducing customer escalations through structured onboarding practices
- Exposure to customer health metrics or retention strategy
- Interest in process improvement, automation, or scalable systems
Benefits
- Competitive compensation aligned with employee qualifications
- Comprehensive benefits package including medical, dental, and vision coverage
- Company contributions to HSAs and FSAs
- Company-paid life insurance and long-term disability insurance
- Critical illness insurance
- 401(k) retirement plan with company match
- Bi-weekly payroll
- Responsible Time Off (RTO)
- 13 paid holidays and Sick and Safe Time
- Employee referral program
- Employee-led groups that foster an inclusive, connected workplace culture
- Flexible or compressed schedules to support work-life balance
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