Technical Onboarding Manager

About True Loyal

True Loyal is the only loyalty platform built to help multi‑channel consumer brands win. We deliver AI‑powered personalization and expert‑led strategy to help brands dominate across eCommerce, retail, and distributor channels. From capturing every in‑store transaction to tailoring every interaction, we help brands crush revenue goals, boost retention, and create customers for life.

Ready to drive customer success from day one? We’re looking for a dynamic and results‑driven Onboarding Manager to join our team. You’ll architect a truly seamless and unforgettable “WOW” onboarding journey that turns new customers into enthusiastic, high‑value partners.

The primary goal is to own the critical leg of the customer journey from contract signing through successful platform launch. This is a high‑visibility role where you serve as the central point of coordination and management, ensuring a frictionless transition and laying the foundation for long‑term customer satisfaction and loyalty.

• Orchestrate the WOW
  
  Experience:
  
  Masterfully manage all technical, strategic, and logistical moving parts of the onboarding process to ensure a cohesive and delightful experience for the customer
• Drive Successful Launches:
  Ensure timely, high‑quality, and complete platform launches, coordinating efforts across Sales, Product, Engineering, and Customer Success teams
• Build Relationships:
  Maintain and strengthen deep, consultative relationships with assigned accounts, acting as their trusted advisor and internal advocate throughout the launch phase
• Facilitate Adoption:
  Guide customers through the initial setup and strategic configuration of our Loyalty Platform, ensuring they are positioned to achieve their business goals from day one
• Process Excellence:
  Continuously identify opportunities to refine and optimize the onboarding process, tools, and documentation to reduce time to value, increase efficiency and scalability

A successful Technical Onboarding Manager consistently delivers launches that are on time, within scope, and exceed customer expectations. You will significantly contribute to reducing time‑to‑value for our customers, improving initial platform adoption rates, and cementing strong, long‑term relationships that result in high customer satisfaction scores (NPS).

We’re seeking a seasoned strategic thinker and exceptional communicator who can confidently guide our enterprise customers to success.

• 3-4 years of high-impact experience in Project Management (PM) or Technical Onboarding (TPM), specifically catering to enterprise-level customers in a B2B SaaS environment
• Integration and Front-End Proficiency:
  Practical experience with front-end technologies like JavaScript and CSS, and a proven ability to successfully manage and troubleshoot customer-side API integrations
• Proven ability to drive successful outcomes while navigating diverse technology stacks
• A stable work history demonstrating commitment and consistency, ideally showing a minimum of 2 years in previous roles at different companies. This role is not suited for job-hoppers

• Project Management Expertise:
  You are proficient in project management methodologies, using PM concepts, and developing customized strategies to drive customer success and continuous improvement
• Technical Acumen:
  You possess a strong working familiarity with various enterprise technology landscapes, including IT infrastructure stacks, IT organizational structures, eCommerce, and Marketing stacks. You understand the inherent benefits of the SaaS industry platform model
• Strategic Relationship Building:
  Skilled in building and nurturing relationships across all levels, from end-users to executive-level stakeholders. You know how to identify and cultivate internal champions within customer organizations
• Consultative Communication:
  Expert-level discovery, questioning, and listening skills that allow you to quickly identify complex customer needs and propose precise, effective solutions

• Driv…