Onboarding & Activation Manager

Position Summary:

The Onboarding & Activation Manager is responsible for developing and managing onboarding programs for both employees and customers, ensuring a consistent, efficient, and engaging experience from initial onboarding through successful activation.

Working closely with cross-functional teams, this role creates scalable processes, resources, and communication strategies that improve readiness, accelerate adoption, and enhance the overall onboarding experience.

The ideal candidate is highly organized, operationally minded, customer-focused, and experienced in building programs and processes within a fast-paced environment.

Duties & Responsibilities:

Lead the design, implementation, and continuous improvement of employee and customer onboarding programs that drive readiness, adoption, activation, and long-term success.

Develop and manage scalable onboarding frameworks, workflows, activation plans, communication strategies, and supporting resources that create a consistent experience across teams, products, customer segments, and regions.

Create role-based onboarding pathways, readiness milestones, and success criteria for customer-facing employees and customers, ensuring clear expectations and measurable outcomes.

Own customer activation initiatives that accelerate adoption, utilization, time-to-first-treatment, and achievement of key onboarding milestones.

Partner cross-functionally to align onboarding activities and remove barriers to success.

Establish and monitor onboarding and activation metrics, dashboards, and reporting to measure program effectiveness, identify trends, and drive data-informed improvements.

Analyze employee and customer feedback, operational performance, and lifecycle insights to identify opportunities that improve onboarding efficiency, engagement, and overall experience.

Lead onboarding-related process improvement initiatives that enhance organizational effectiveness, customer experience, and employee productivity.

Other duties as needed or required.

Minimum

Requirements & Qualifications:

Bachelor's degree in Business Administration, Marketing, or a related discipline.
5+ years of experience in onboarding, customer success operations, implementation management, customer experience, program management, or related field

Proven experience designing, implementing, and improving onboarding, activation, or customer lifecycle programs

Demonstrated success leading cross-functional initiatives and influencing stakeholders without direct authority.

Strong project management, organizational, and process improvement skills.

Experience using data, metrics, and feedback to drive operational decisions and program enhancements.

Excellent communication, collaboration, and stakeholder management skills.

Ability to manage multiple priorities and projects in a fast-paced environment.

Proficiency with CRM, learning management, and business intelligence platforms (Salesforce, Power BI, Showpad, LMS platforms preferred).Experience in Med Tech, healthcare, aesthetics, SaaS, or other customer lifecycle-driven industries preferred.

Ability to travel up to 30%.