Manager, Onboarding

Responsibilities

• Leading and developing a team of Onboarding ICs who manage the client journey from kickoff through website or app launch.
• Running structured bi-weekly 1:1s, delivering actionable feedback, and building personalized development plans for each IC.
• Monitoring key metrics daily — launch volume, time to launch, CSAT, and Pre-Launch Churn MRR — and taking proactive action when something is off.
• Managing client escalations with urgency and good judgment, knowing when to step in directly and when to coach your team through it.
• Driving quarter-over-quarter improvement in backlog age, time to launch, and pre-launch churn.
• Partnering cross-functionally with Product Fulfillment, Sales, Client Success, and Engineering to eliminate handoff friction and close feedback loops.
• Owning the new hire experience — delivering a structured 30/60/90 onboarding plan that drives new ICs to full productivity by Day 90 or sooner.
• Using data to identify workflow gaps, drive process improvements, and maintain clear internal documentation.
• Leading or contributing to at least one high-impact project per quarter that advances onboarding efficiency or client experience.

• 3+ years in a client-facing operations, onboarding, or implementation role.
• 1+ years managing and leading a team in a metrics-driven environment.
• A proven track record of hitting team targets and improving performance over time.
• Experience working cross-functionally in a fast-moving, high-growth company.
• Comfort building and tracking KPIs in spreadsheets or BI tools.
• Familiarity with CRM and project management tools — and a track record of learning new systems quickly.
• A high bar for quality and a bias for action when things aren't working.