[Hiring] Software Onboarding Manager @Okendo

Role Description

As an Enterprise Onboarding Manager, you will set Okendo's most strategic brands up for long-term success. You will own each launch from the moment the deal closes to the handoff to Customer Success:

• Own the enterprise launch from kickoff to go-live.
• Be the dedicated lead for each new enterprise brand, from sales handoff to go-live, keeping the plan, timeline, and expectations clear.
• Turn each brand's goals into a launch plan across Reviews, Loyalty, Referrals, Quizzes, and Surveys, tailored to their business, tech stack, and retail calendar.
• Run several complex launches at once, clearing blockers early so brands go live on time and on brand.
• Design programs that deliver value fast.
• Advise each brand on how to set up their programs, and guide them through data migration, theme customization, and integrations with their tech stack, including Shopify, Klaviyo, TikTok Shop, Google, Meta, and Attentive.
• Work with Solutions Engineering on custom builds and APIs, writing clear requirements so the work lands right.
• Train brand teams to run their programs with confidence, and make sure every brand reaches first value by the go-live date.
• Work with Sales before close on scope and timelines, and join late-stage calls where trust in our onboarding matters.
• Hand off each brand to Customer Success with a clear summary of goals, stakeholders, and next steps, and flag growth opportunities across the suite.
• Give Product feedback on gaps you see during enterprise launches, and partner with Marketing on customer stories.
• Build templates, checklists, and playbooks for enterprise launches, so what works for you becomes how the team works.
• Become a deep expert on the Okendo platform and the ecommerce tools brands use alongside it, and share what you learn with the team.

Qualifications

• 5+ years in customer onboarding, implementation, or project management at a B2B SaaS company, ideally with ecommerce brands or marketing and retention tools.
• A track record of leading complex, multi-stakeholder launches for larger customers, on time and to a high standard.
• Strong project management and organisation skills.
• Technical comfort with CSV, HTML, and APIs.
• Knowledge of ecommerce tech stacks and metrics, such as conversion, AOV, and repeat rate.
• Confidence working with senior marketing and ecommerce stakeholders.
• Excellent written and verbal communication skills.
• Resourceful, positive, resilient approach when launches get complicated.
• Bonus: familiarity with Shopify (especially Shopify Plus), Klaviyo, Google Shopping, and headless or custom storefront setups.

Requirements

• 1-Month Success Markers:
• You've completed onboarding, earned your Okendo Product Expert certification, and can confidently demo all five Okendo products.
• You've shadowed enterprise launches from kickoff to go-live and are running your first launches with support.
• You understand the ecommerce industry and the brands we work with well enough to hold a credible conversation.
• 6-Month Success Markers:
• You've led multiple enterprise launches from kickoff to go-live, on time and to a high standard.
• Every launch has a clear plan, named stakeholders, a go-live date, and a clean handoff to Customer Success.
• You've built strong working relationships with Solutions Engineering, Account Executives, and Customer Success, and contributed templates the team is using.
• 1-Year Success Markers:
• You consistently launch enterprise brands on time, and those brands describe the experience as smooth and well run.
• The brands you launched are healthy, growing accounts, with clear growth plans handed to Customer Success.
• You're the go-to resource inside Okendo for complex enterprise launches, and your playbooks are part of how the team works.

Company Description

We believe happy customers make the best marketers. That’s why we built Okendo – the customer marketing platform that creates stronger connections between consumers and the brands they love.

Using Okendo, Shopify brands can grow faster and more efficiently by cultivating brand advocacy and maximising lifetime value.

Our unified platform and unique suite of products for Reviews, Referrals, Quizzes, Loyalty, and Surveys is trusted by 19,000+ Shopify brands to turn one-time shoppers into revenue-driving Superfans.