Onboarding Manager (Customer onboarding and activation)

WHY THIS ROLE MATTERS

The Onboarding Manager plays a vital role in ensuring new customers have a smooth, efficient, and positive experience as they begin their journey with our product/service. This role is responsible for executing onboarding processes, guiding users through initial setup and feature adoption, and providing direct support to help them quickly realize value. The Onboarding Manager will contribute to improving onboarding effectiveness by gathering feedback and collaborating with senior team members and cross-functional partners.

WHAT YOU WILL DO

• Customer Engagement & Guidance:
• Serve as a primary point of contact for new customers/users during their onboarding phase.
• Conduct onboarding calls, product tours, and personalised training sessions (1:1 or small group) to guide users through initial setup, key features, and best practices.
• Answer customer questions, troubleshoot basic issues, and provide timely, accurate information to ensure a smooth adoption process.
• Proactively check in with customers to monitor progress, identify potential roadblocks, and ensure they are on track to achieve their desired outcomes.
• Process Execution & Refinement:
• Execute established onboarding workflows and playbooks for various customer segments.
• Utilize and update customer success/CRM platforms to track onboarding progress, document interactions, and manage customer data accurately.
• Contribute to the continuous improvement of onboarding processes by identifying inefficiencies and suggesting enhancements to senior team members.
• Assist in setting up customer accounts, configuring settings, and ensuring seamless integration with other tools where applicable.
• Content & Resource Utilization:
• Effectively leverage existing onboarding resources, such as knowledge base articles, video tutorials, in-app guides, and training materials, to support customer learning.
• Provide feedback on the effectiveness and clarity of onboarding content to the content creation or senior onboarding teams.
• Collaboration & Communication:
• Collaborate closely with Sales to ensure a smooth transition of new customers from the sales cycle to onboarding.
• Work with Customer Support to resolve more complex technical issues that arise during onboarding.
• Hand off successfully onboarded customers to Customer Success Managers (CSMs) with comprehensive notes and context.
• Communicate customer feedback and common challenges to product, engineering, and marketing teams to inform product improvements and messaging.
• Performance Monitoring:
• Assist in tracking key onboarding metrics such as activation rates, feature adoption, time-to-value, and early churn signals.
• Contribute to regular reporting by providing qualitative insights and contributing to data collection.

What You Will Bring:

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• 5+ years of experience in a customer-facing role, such as Customer Service, Customer Support, Account Management, or a Customer Success position, preferably within a tech or SaaS environment.
• Tech and process savvy person who loves to build seamless operations 
• Strong understanding of customer lifecycle and the importance of initial product experience.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly and empathetically.
• Strong interpersonal skills and a genuine passion for helping customers succeed.
• A proactive and problem-solving mindset, with the ability to identify issues and propose solutions.
• Familiarity with CRM software (e.g., Salesforce, HubSpot) and/or Customer Success Platforms (e.g., Gainsight, Intercom) is a plus.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Highly organized with strong attention to detail.
• Proficiency in Microsoft Office Suite or Google Workspace.

How you’ll benefit:

• Discretionary Time Off.
• Private Medical Insurance with optional dependent coverage.
• Educational Assistance Reimbursement Program.
• Opportunities for reimbursement for conferences, trainings, and other personal development events.