[Hiring] Onboarding Manager @Euler

Role Description

As a Customer Success, Onboarding Manager, you will own the entire onboarding experience at EULER. 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, starting from the onboarding kickoff call.
  • Partner with customers to define success goals and desired outcomes early in the relationship.
  • 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 handoffs post close.
  • Partner with Customer Success to ensure a smooth transition from onboarding to steady state ownership.
  • Share onboarding insights that inform account strategy, health, and expansion opportunities.
• Customer Feedback and Advocacy
  • Act as the voice of new customers, surfacing feedback, friction points, and feature requests.
  • Identify patterns in onboarding challenges and work with Product to address them.
  • Advocate for improvements that reduce time to value and increase activation.
• Metrics and Continuous Improvement
  • Define and track onboarding success metrics such as time to first value, activation rates, and onboarding completion.
  • Identify risks early and proactively intervene to keep onboarding on track.
  • Use data and customer feedback to continuously refine the onboarding experience.

Qualifications

• 3+ years of experience in customer onboarding, implementation, or customer success within B2B SaaS.
• Experience owning onboarding programs or implementations from start to finish.
• Exceptional written and spoken English with the ability to clearly explain complex concepts.
• Strong technical aptitude and comfort learning and explaining software workflows.
• Experience with CRM and customer success tools such as HubSpot, Salesforce, or similar platforms.
• Strong project management and organizational skills.
• Excellent communication skills with customers and internal stakeholders.
• Familiarity with SaaS onboarding best practices and customer lifecycle management.
• Understanding of partnerships, PRMs, or adjacent SaaS categories is a plus.
• Customer obsessed and outcomes driven.
• Highly organized and comfortable managing multiple onboarding engagements at once.
• Proactive, detail oriented, and process minded.
• Comfortable operating in a fast moving startup environment and building from zero to one.
• A true owner mentality with a willingness to roll up your sleeves.

Benefits

• Impact: Be the person who defines how customers experience Euler from day one.
• Growth: Help build the foundation of our customer organization and grow with the company.
• Culture: Work with a focused, collaborative team that values ownership, clarity, and real customer impact.