Senior Manager, Customer Onboarding

Lead and manage a team of Customer Onboarding Managers, ensuring a high level of customer service, TTV,  and satisfaction.

Work with customers in the mid-market and enterprise segments, coordinating with management and leadership at all level

Develop and implement onboarding processes and strategies that are efficient, scalable, and tailored to different customer segments.

Collaborate with sales, product, customer success and support teams to ensure a cohesive customer journey from initial sale to full product adoption.

Monitor customer feedback and onboarding metrics, using this data to continuously improve the onboarding experience.

Conduct regular training sessions for the onboarding team to keep them updated on product changes and best practices.

Work closely with clients to understand their business needs and tailor the onboarding experience accordingly.

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

Identify upsell and expansion opportunities during the onboarding process and collaborate with the sales team to capitalize on these opportunities.

Manage customer expectations and address any issues that may arise during the onboarding process.

What You’ll Bring

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

3-5 years of people management experience

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

Proven track record of managing teams, improving customer onboarding processes, and meeting target KPI’s for the business

Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and team members.

Data-driven mindset with a strong analytical approach to problem-solving.

Ability to work in a fast-paced, dynamic environment.