Onboarding Team Manager

The Onboarding Team Manager is responsible for managing the day-to-day execution of eHub’s customer onboarding process. This includes:

• Leading and supporting the Onboarding team
• Monitoring onboarding timelines and customer progress
• Removing blockers that delay customer activation
• Improving process consistency and documentation
• Ensuring customers are set up for long-term success
• Partnering cross-functionally to create a seamless customer experience

This role is ideal for someone who is highly organized, customer-focused, process-minded, and comfortable working in a fast-moving SaaS environment. The right person will be able to balance team leadership, customer communication, technical troubleshooting, and cross-functional collaboration.

This position is currently player-coach, as the team is small and growing. The Onboarding Team Manager will help identify trends, recommend improvements, and support capacity planning, but overall department strategy and vision will remain with senior leadership.

• Lead, coach, and support the Onboarding team in delivering a consistent, high-quality customer onboarding experience.
• Team priorities
• Process adherence
• Customer communication standards
• Conduct regular one-on-ones, team meetings, and performance check-ins to support employee development and accountability.
• Help define team expectations, quality standards, and best practices for:
• Customer communication
• Internal documentation
• Follow-through
• Onboarding consistency
• Identify training needs across the team and partner with leadership to improve team readiness, technical knowledge, and confidence.
• Support hiring, onboarding, and ramping of new Onboarding team members as the team grows.

• Oversee the full onboarding journey for new customers, from internal handoff through successful activation.
• Ensure customers understand what is required to complete onboarding, including:
  Account setup, Carrier requests, Payment setup, Label testing. Platform training, Customer-specific configuration
• Monitor onboarding timelines and proactively address delays, blockers, or risks.
• Ensure the team provides clear communication to customers regarding:
• Next steps
• Expected timelines
• Customer responsibilities
• Unresolved items or pending blockers
• Step into escalated or complex onboarding situations when additional support or leadership is needed.
• Help ensure customers reach meaningful first value as quickly as possible, including:
• Successful platform access
• First successful label
• Initial shipping activity

• Continuously evaluate the onboarding process for:, Process gaps. Inefficiencies, Repeated customer confusion, Delayed handoffs, Documentation gaps
• Manual work that could be simplified or automated
• Recommend and help implement improvements that reduce friction, improve completion rates, and create a more scalable onboarding experience.
• Track recurring onboarding issues and work with Product, Support, Customer Success, and Revenue to resolve root causes.
• Maintain clean, accurate onboarding records in Hub Spot, Asana, or other internal systems.

• Work closely with Sales and Customer Success to ensure customers transition cleanly after onboarding, with the right context and next steps documented.
• Partner with Support, Product, and Engineering when onboarding blockers are tied to:
  Product limitations, Bugs, Integrations, Carrier-related issues, Configuration challenges
• Share onboarding trends and customer feedback with leadership to help inform product, process, and customer experience decisions.

• Track and report on onboarding performance metrics, such as:
• Time to onboard / time to launch
• Onboarding completion rate
• Delayed or stalled onboarding accounts
• Team workload and capacity
• Use data to identify:
  Process issues, Customer risk, Team capacity concerns, Opportunities to improve the onboarding experience

A successful Onboarding Team Manager will help build and maintain an onboarding experience that is organized, proactive, and easy for customers to follow. Customers should know what is needed from them, what eHub is handling, and when they can expect to be fully live.

Success in this role includes:

• The Onboarding team has clear priorities and trust in their manager.
• Customers experience a clear, consistent, and well-managed onboarding process.
• Onboarding records are accurate, organized, and easy for internal teams to reference.
• Customer blockers are identified early and escalated appropriately.
• Handoffs between Sales, Onboarding, Support, and Customer Success are smooth and well-documented.
• Leadership has clear visibility into onboarding performance, risks, and capacity needs.

• 2+ years of experience in customer onboarding, implementation, customer success, support, operations, or a similar customer-facing SaaS role.
• 1+ year of experience leading, mentoring, or managing a team is preferred.
• Strong understanding of:
• Customer onboarding
• Excellent…