Senior Manager, Customer Onboarding

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Manager, Customer Onboarding in Switzerland.

This role leads the end-to-end onboarding experience for mid-market and enterprise customers within a fast-scaling SaaS environment. You will be responsible for building and guiding a high-performing onboarding team that ensures customers achieve rapid time-to-value and long-term success. Acting as a key bridge between Sales, Product, Customer Success, and Support, you will help shape a seamless customer journey from post-sale through full adoption.

The position combines strategic leadership with hands‑on operational ownership, requiring a strong focus on process design, scalability, and customer satisfaction. You will also use data and customer insights to continuously refine onboarding performance and identify opportunities for expansion. This is a highly visible role where your work directly impacts customer experience, retention, and business growth.

• Lead, mentor, and develop a team of Customer Onboarding Managers, ensuring strong performance, accountability, and customer satisfaction outcomes.
• Design and continuously improve scalable onboarding frameworks tailored to different customer segments, including mid‑market and enterprise clients.
• Oversee the full onboarding lifecycle, ensuring clear communication, structured project execution, and successful product adoption.
• Partner closely with Sales, Product, Customer Success, and Support teams to deliver a unified and seamless customer experience.
• Monitor onboarding KPIs, customer feedback, and operational metrics to identify improvement opportunities and drive process optimization.
• Conduct training and enablement sessions for onboarding teams to ensure consistency, product expertise, and best practices adoption.
• Work directly with customers to understand business needs and tailor onboarding approaches accordingly.
• Identify upsell and expansion opportunities during onboarding and collaborate with Sales to support revenue growth.

• 5+ years of experience in customer success, account management, onboarding, or related SaaS roles.
• 3‑5 years of people management experience, with a proven ability to lead and develop high‑performing teams.
• Experience designing and improving onboarding or implementation processes in a SaaS environment.
• Strong communication and interpersonal skills, with the ability to build trusted relationships with clients and internal stakeholders.
• Data‑driven mindset with the ability to analyze KPIs and translate insights into actionable improvements.
• Ability to operate effectively in a fast‑paced, dynamic, and evolving environment.
• Strong organizational and project management skills, with attention to detail and execution excellence.
• Bachelor’s degree in business, communication, or a related field (or equivalent experience).

• Competitive base salary aligned with experience and market benchmarks.
• Remote work flexibility with hybrid connection opportunities and periodic team gatherings.
• Comprehensive health coverage including medical, dental, vision, and prescription plans.
• Paid time off, parental leave, and medical leave for personal and family needs.
• 401(k) retirement plan with employer matching contributions.
• Flexible spending accounts (FSA) and health savings accounts (HSA) options.
• Wellness support, including mental health resources and fitness stipends.
• Home office setup support after one year of employment.
• Professional development and continuing education support.
• Inclusive, collaborative, and mission‑driven team culture.