Manager of Customer Onboarding

About the Role

We are looking for a strategic, high-energy Onboarding Manager to redefine the first 90 days of our customer journey. Currently, our onboarding process needs a visionary to strip it back and rebuild it for scale, efficiency, and world-class customer experience.

Reporting directly to the Director of Customer Success, you will own the most critical phase of the lifecycle: the transition from "Sold" to "Successful." Your mission is to slash Time-to-Value, boost team morale through better workflows, and build a department that serves as the bedrock for long-term customer retention. This isn't just about managing a team; it's about architecting a new standard of excellence.

This role is 100% remote for US-based candidates.

You Are

• A Systems Thinker: You don't just fix symptoms; you find the root cause of friction and build a process to kill it for good.
• An Inspiring Leader: You know how to take an underperforming team and turn them into a high-output "Special Ops" unit through coaching and radical candor.
• Obsessed with Velocity: You hate bottlenecks. You are constantly looking for ways to get customers to their "Aha!" moment faster.
• Data-Informed: You speak the language of KPIs. You don't guess; you use CSAT, churn data, and activation rates to guide your decisions.

You Will

• Audit & Overhaul: Conduct a "root to branch" review of our current onboarding playbook and implement a streamlined, automated, and repeatable version.
• Lead the Charge: Manage, coach, and upskill a team of Onboarding Specialists, setting clear expectations and rebuilding a culture of winning.
• Bridge the Gap: Partner with Sales to ensure seamless handoffs and with Customer Success to ensure long-term health is baked into the implementation.
• Drive Retention: Directly impact company-wide Churn and CSAT scores by ensuring every customer feels "high-touch" care through "high-tech" efficiency.
• Report Progress: Define and track the metrics that matter (Time-to-Value, Activation rates, Team Capacity).

You Have

A proven track record of managing implementation or onboarding teams in a fast-paced environment (SaaS highly preferred). Experience leading through change---you've successfully navigated a team through a pivot or a process overhaul before. A deep understanding of the "Customer Success" philosophy and how the first 30/60/90 days dictate the lifetime value of a client.

Must Have:

• 3+ years in a leadership or management role within Onboarding, Implementation, or Customer Success.
• Process Optimization Experience: Evidence of a time you reduced onboarding friction or shortened implementation cycles.
• Stakeholder Management: Ability to navigate difficult conversations with Sales or Product teams to improve the customer experience.

Nice to Have:

• Experience with HubSpot, Jira, or Gainsight (or similar platforms).
• Experience with automotive industry
• Experience in a "Turnaround" environment where you were responsible for fixing a broken department or process.

Interview Process

1. Initial Screen (30min)
   • Wonderlic Assessment
2. Hiring Manager Interview (60min)
3. Cross-Collaboration Interview (30min)
4. Direct Report Interview (30min)
5. Case Study Presentation (45min)
6. Career Journey Interview (60min)

We Offer

• 100% remote work environment
• Medical, Dental and Vision insurance within 30 days
• 100% employer-paid medical insurance
• Equity package
• Flexible PTO with 15 days minimum
• Generous Parental Leave
• FSA and HSA options
• 401(k)
• Growth & Wellness Stipend
• WFH Equipment
• Chance to work with the latest technology
• A collaborative, high ownership culture
• Opportunities for development and career growth