Senior Manager, Product Support - Onboarding

About the Role

We are seeking a Senior Manager, Brand Onboarding to join our Product Support team. This is an individual contributor role responsible for owning the brand onboarding experience end-to-end from post-sale through go-live — while driving the systems, standards, and cross-functional initiatives that allow the function to scale. You’ll operate at the intersection of client success, product operations, and strategic execution, bringing both hands-on delivery and high-level thinking to every challenge.

Your Impact In The Role

• Own the full brand onboarding lifecycle from post-sale through go-live, managing a mixed Shopify and non-Shopify queue and ensuring every brand has a clear, well-executed path to launch
• Monitor onboarding health at the queue level — tracking timelines, actioning churn risks, and driving resolution of systemic blockers before they impact brands at scale
• Define quality standards and escalation protocols for onboarding, ensuring consistency across all touch points and teammates
• Lead large, cross-functional initiatives with company-wide impact — whether that’s improving go-live rates, reducing time-to-value, or partnering with Product and Engineering on platform improvements
• Partner with the Director of Product Support on long-term strategy, anticipating scale challenges and building preventative solutions
• Serve as a thought partner and informal mentor to junior team members, helping them grow their skills and navigate complex client situations
• Leverage AI tools and automation to improve onboarding efficiency, reduce manual lift, and surface insights that drive better client outcomes — and influence how the broader team adopts and scales these capabilities

You Are Energized By

• Owning complex problems from discovery through resolution — and building systems so they don’t recur
• Operating at both the strategic and tactical level: amplifying the function one week, owning a high-stakes onboarding the next
• Using data to create clarity for others and make confident tradeoffs under uncertainty
• Acting as a trusted cross-functional partner to Product, Engineering, Sales, and CS teams
• Fast-moving, high-growth environments where priorities shift and adaptability is a strength

What We Are Looking For

• Bachelor’s degree or equivalent experience
• 4–6 years of experience in client onboarding, client success, or a related implementation role, with at least 1–2 years managing complex, multi-stakeholder projects independently
• Demonstrated experience in e-commerce and/or affiliate marketing; familiarity with Shopify strongly preferred
• Proven ability to manage a portfolio of accounts simultaneously, balancing urgency, quality, and relationship management
• Strong data fluency — comfortable synthesizing support metrics, onboarding timelines, and customer signals into actionable insights
• Strong written and verbal communication skills, including the ability to present clearly to leadership and influence cross-functional stakeholders
• Experience identifying systemic issues and driving durable fixes, not just resolving individual cases
• Excellent time management and prioritization skills; knows what to push forward and what to park
• Experience working with Enterprise and Premium Brands

Bonus Points

• Experience working in a startup or high-growth SaaS environment
• Familiarity with Zendesk, Intercom, or similar support tooling
• Knowledge of the creator economy, influencer marketing, or affiliate platforms
• Experience working with or alongside AI support tools (e.g., Fin AI, Claude, or similar)