[Hiring] Onboarding Manager @ScaleUp

Role Description

As a Customer Success, Onboarding Manager, you will own the entire onboarding experience at our client. Your mission is simple but critical: ensure every new customer launches successfully, understands value early, and is set up for long-term success.

• Design, run, and continuously improve the onboarding process.
• Work closely with Sales, Product, and Customer Success to create a seamless handoff and a world-class first experience.
• This role sits at the intersection of strategy and execution and will heavily influence retention, expansion, and customer sentiment.

Key Responsibilities

• Customer Onboarding Ownership
  • Own the end-to-end onboarding lifecycle from contract signature through successful go-live.
  • Guide customers through implementation, configuration, and early usage milestones.
  • Ensure customers reach first value quickly and confidently.
• Onboarding Process and Program Design
  • Design, document, and continuously improve onboarding workflows, timelines, and playbooks.
  • Define clear onboarding stages, success criteria, and exit points.
  • Standardize onboarding while allowing flexibility for different customer needs and segments.
• Expectation Setting and Success Alignment
  • Set clear onboarding expectations with customers including scope, timelines, and responsibilities from kickoff.
  • Partner with customers to define success goals and desired outcomes early.
  • Ensure internal teams are aligned on customer goals and onboarding plans.
• Training and Enablement
  • Deliver live and recorded product training tailored to customer roles and use cases.
  • Create onboarding documentation, guides, and best practices in partnership with Product and CS.
• Cross-Functional Collaboration and Handoffs
  • Work closely with Sales to ensure clean and consistent post-close handoffs.
  • Partner with Customer Success for a smooth transition to steady-state ownership.
  • Share onboarding insights that inform account strategy and expansion opportunities.
• Customer Feedback and Advocacy
  • Act as the voice of new customers, surfacing feedback, friction points, and feature requests.
  • Identify onboarding challenges and collaborate with Product on improvements.
  • Drive initiatives that reduce time to value and increase activation.
• Metrics and Continuous Improvement
  • Define and track onboarding KPIs (time to first value, activation, completion rates).
  • Identify risks early and proactively intervene.
  • Use data and feedback to continuously refine the onboarding experience.

Qualifications

• 3+ years in customer onboarding, implementation, or customer success within B2B SaaS.
• Experience owning onboarding programs end-to-end.

Requirements

• Exceptional English communication (written and spoken).
• Strong technical aptitude and ability to explain software workflows.
• Experience with CRM/CS tools (HubSpot, Salesforce, or similar).
• Strong project management and organizational skills.
• Excellent stakeholder communication.

Benefits

• 100% Remote work.
• Full-time schedule.
• Availability until 6:00 PM PT.
• Contractor (Long-term) position.