Job Description
The Onboarding Manager is responsible for guiding SaaS customers through the implementation process, including configuration, data migration, training, and go-live support, to ensure successful adoption and long-term success with the platform.
Key Responsibilities
- Manage 15-20 customer onboarding projects from kickoff to go-live, ensuring timely and on-track implementation.
- Translate customer workflows into platform configurations, including custom fields, pipeline stages, automations, and permissions.
- Conduct discovery sessions to understand client processes and tailor platform setup accordingly.
- Monitor project progress, identify risks, and take corrective actions to meet timelines and scope.
- Drive user adoption through hands-on training, enablement, and role-based sessions for admins and end users.
- Coordinate with cross-functional teams, including integrations and customer success, to ensure smooth implementation.
- Handle data imports, configuration, and user setup, troubleshooting issues like duplicates and mismatched fields.
- Conduct post-launch validation, troubleshoot issues, and gather customer feedback for continuous improvement.
Requirements
- 2-4 years of experience in SaaS onboarding, implementation, customer success, or project management.
- Strong project management discipline with the ability to naturally track deliverables, anticipate dependencies, and know when to escalate issues.
- Excellent organizational skills with a system for managing 20 concurrent projects without dropping details.
- Client-facing polish to lead a kickoff with a Managing Partner and train a junior analyst, adapting style to the audience.
- Bias toward action when issues arise, proactively reaching out, offering solutions, and escalating when needed.
- Change management instincts to help customers adopt new technology by anticipating resistance and celebrating early wins.
- Technical aptitude comfortable with learning software quickly and troubleshooting basic technical issues.
- Bachelor’s degree or equivalent experience.
- Work location flexibility to work remotely, in New York, or San Francisco, with in-office presence 2-3 days per week for NY or SF-based employees.
Benefits & Perks
Compensation/salary range: $55,000 - $94,000 USD base, plus potential commission
Work schedule: Hybrid model in NY or SF (2-3 days in-office per week, typically Tuesday through Thursday)
Work environment perks: Health insurance (medical, dental, vision), flexible sick days, 401(k) retirement plan, annual education budget, wellness reimbursements (home internet, meals, memberships, equipment), virtual team-building activities and socials
Ready to Apply?
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