[Hiring] Senior Onboarding Manager @TheyDo

Role Description

As an Onboarding Manager, you will lead the implementation and onboarding lifecycle for new customers from kickoff through to Go-Live and transition to the Customer Success team. You’ll collaborate cross-functionally with Sales, Product, CS, and our Journey Management Coaches to ensure every customer gets maximum value from TheyDo, quickly and confidently.

• Define and improve onboarding best practices.
• Standardize delivery frameworks.
• Own key metrics like Go-Live cycle time, onboarding NPS, and adoption rates.
• Manage a portfolio of concurrent onboarding implementations.
• Partner directly with Customer Success Managers (CSMs) and Journey Management Coaches.
• Evolve and scale our onboarding methodology.

What You’ll Do

• Own the onboarding journey for all new mid-market and enterprise customers.
• Support technical onboarding:
  • Lead coordination on tracking technical integrations including work with AWS S3 buckets, APIs, and data ingestion.
  • Partner with engineering where needed.
  • A working technical understanding is critical; ability to handle SSO setup is a must.
• Drive Time-to-Value (TTV): Ensure customers rapidly connect with their key tooling ecosystem.
• Design & optimize scalable processes:
  • Create playbooks, templates, and best practices for technical onboarding at scale.
  • Evolve our methodology as we grow.
• Project manage multiple technical onboarding implementations in parallel.
• Collaborate across teams:
  • Work closely with Sales, Customer Success, Product, and Support.
• Serve as a trusted advisor:
  • Guide new customers through journey management best practices.
• Measure and report outcomes:
  • Track onboarding KPIs, customer health, and adoption signals.
• Champion the voice of the customer:
  • Advocate for customer needs and feedback across internal teams.

Qualifications

• 3+ years of experience in onboarding, implementation, within SaaS, CX, research, or workflow platforms.
• Proven ability to manage a portfolio of enterprise onboarding projects simultaneously.
• Track record of leading onboarding/implementation programs for mid-market and enterprise accounts.
• Comfortable working with technical teams and concepts—especially related to APIs, AWS (including S3), and customer data workflows.
• Experience working cross-functionally with Product, Sales, and CS teams in fast-paced, high-growth environments.
• Exceptional project management and communication skills.
• Empathy for users navigating change and a knack for simplifying complex concepts.
• Familiarity with journey management, CX strategy, or design thinking is a major plus.
• Bonus if you've worked with or are inspired by platforms like Qualtrics, Medallia or UserTesting.

Benefits

• Competitive compensation and pre-IPO equity.
• Fully remote working with flexible hours.
• Health Insurance benefit.
• Flexible holiday days – minimum of 25 days of paid holiday per year.
• Learning and Development budget.
• Wellbeing budget.
• Paid parental leave.
• Home office or co-working support.
• Company events.
• Latest tech & tools.
• Continuous growth of our benefits package.

Company Description

Our core values are the driving force behind every decision we make. We ‘Journey together’ along a path of collaboration and synchronization. In everything we do, we ‘Own it’, never shying away from taking action or making decisions. Our ‘Cloaks off’ mentality ensures that transparency and integrity reign supreme. We ‘Simply to accelerate', cutting through complexity to focus on what truly matters and moving forward with clarity and speed. Moreover, ‘Customer Fueled’ innovation is at the heart of our work, as we know that the success of our product is directly linked to how we involve our customers in the process.

TheyDo is an equal opportunities employer. Our customers are diverse, and we believe our organisation should be, too. We nurture an inclusive culture where everyone feels equally important, no matter their background or status.