Onboarding Manager; SaaS

Overview

We are seeking a strategic and execution focused Onboarding Manager to lead and scale our customer onboarding function. This role will oversee onboarding leadership and specialists, drive operational excellence, and significantly reduce Time to Value for new customers.

VP of CX, Jill Davis

The ideal candidate brings experience in SaaS implementation, team leadership, and process optimization, with a strong ability to translate customer needs into scalable onboarding strategies. You will be responsible for building a high performing onboarding organization that delivers a seamless, efficient, and high quality customer experience.

• Manage and mentor the Onboarding Team Lead and broader onboarding team, ensuring strong performance, accountability, and growth.
• Establish clear goals, KPIs, and career development paths for onboarding team members.
• Partner with the Team Lead to ensure effective coaching, training, and performance management practices.
• Foster a high performance, high accountability team culture aligned with company values.

• Own and evolve the end to end onboarding strategy to support company growth and scalability.
• Drive initiatives to reduce Time to Value (TTV) and improve onboarding efficiency.
• Design tiered onboarding approaches for SMB, mid market, and enterprise or VIP customers.
• Balance customization for enterprise accounts with scalable processes.
• Partner cross functionally with Sales, Customer Success, Product, and Support to ensure seamless customer handoffs and onboarding experiences.
• Act as executive sponsor for high priority onboarding accounts when needed.

• Act as the central quarterback across Sales, Product and Engineering, and Operations.
• Ensure high quality handoffs, clear expectation setting, and strong execution across teams.
• Define and enforce SLAs for each stage of the onboarding lifecycle.
• Surface product gaps, edge cases, and customer feedback to influence roadmap decisions.

• Own onboarding KPIs and performance metrics including Time to Value, completion rates, customer satisfaction, and early retention.
• Build and maintain operational dashboards and reporting.
• Lead capacity planning and forecasting to support growth.
• Use data driven insights to identify bottlenecks and improve processes.
• Ensure systems and tracking are accurate, scalable, and actionable.

• Build and continuously improve onboarding processes, playbooks, and documentation.
• Standardize best practices while allowing flexibility for complex implementations.
• Evaluate and implement tools and automation to scale onboarding operations.
• Ensure onboarding processes evolve alongside product and customer needs.

• Ensure a consistent, high quality onboarding experience across all customer segments.
• Gather customer and team feedback to improve onboarding journeys.
• Collaborate with Product and Customer Success to drive adoption and long term success.
• Represent onboarding insights in leadership discussions, including churn analysis and customer feedback loops.

• Communicate effectively with VP on both technical and business topics.
• Translate complex technical concepts into clear business value.
• Build trust and alignment across internal teams and external customers.

• Reinforce a culture of transparency, ownership, and collaboration.
• Support and empower team members while maintaining high standards of execution.
• Promote a positive, engaged team environment aligned with company values.
• Be willing to adapt and lead change in alignment with company vision and growth.

• 2+ years of experience leading onboarding or implementation teams.
• Experience scaling an implementation or solutions team in a high growth SaaS environment.
• Strong understanding of onboarding metrics, especially Time to Value and customer adoption.
• Experience working cross functionally with Sales, Product, and Customer Success teams.
• Exceptional written and verbal communication skills.
• Data driven…