Manager, Customer Onboarding

$79,000 - $100,000/Yr

Muck Rack - New York, NY

Full-time - Mid Level

New York, NY

Merchant Wholesalers, Durable Goods

About the position

The Manager, Customer Onboarding will lead and develop a team of Onboarding Strategists, focusing on enhancing the customer onboarding experience as the company scales. This role emphasizes coaching, collaboration, and strategic partnership across the organization to implement effective onboarding programs that drive customer success and retention.

Responsibilities

• Lead and manage the onboarding team through performance and talent management initiatives.
• Provide regular feedback and guidance to support individual and team growth.
• Strategically partner with leadership to define and implement successful onboarding programs.
• Set and drive onboarding pipeline targets to ensure consistent completion of onboarding projects.
• Develop frameworks and communication practices to build trusting relationships with customers.
• Enhance customer time to value by optimizing tech stack, engagement strategies, and workflows.
• Project manage new onboarding initiatives while collaborating with various departments to ensure project completion.
• Serve as the voice of customers to deliver a best-in-class onboarding experience.

Requirements

• 4-5+ years of professional experience, with 3+ years in customer onboarding at a B2B SaaS company.
• Prior people management experience preferred but not required.
• Experience coaching, mentoring, and training team members.
• Proficiency in Salesforce.
• Ability to use data to analyze results and make data-driven decisions.
• Skilled in coaching, influencing, and motivating employees.
• Experience in managing customer escalations and resolving challenging scenarios.
• Quick adaptability to new software and evolving business requirements.
• Excellent verbal communication and strong writing skills, especially in process documentation.
• Capable of working independently in a fast-paced environment.

Nice-to-haves

• Experience in a fast-paced startup environment.
• Familiarity with customer success metrics and KPIs.

Benefits

• Base salary between $79,000 and $100,000+ depending on skills and experience.
• Quarterly bonus plan.
• Geo-neutral compensation approach within the US.
• Competitive pay bands for international roles based on market standards.