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Manager of Customer Onboarding

5 days, 21 hours ago
United States
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
HubSpot JIRA
Apply Now
Steer.io

Steer.io

Steer.io is a sales process intelligence company that provides AI-driven guidance to help businesses find the next best step, capture customer touch points, and make informed decisions for increased success rates. Their platform offers actionable insig...

Internet Software & Services
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Description

  • Audit and overhaul the existing onboarding playbook into a streamlined, automated, and repeatable process.
  • Manage, coach, and develop a team of Onboarding Specialists while setting clear expectations and performance standards.
  • Partner with Sales to ensure seamless customer handoffs and with Customer Success to support long-term account health.
  • Improve customer retention by reducing onboarding friction and helping customers reach value faster.
  • Define, track, and report on key onboarding and customer success metrics such as Time-to-Value, Activation rates, Team Capacity, CSAT, and churn.
  • Identify root causes of process breakdowns and implement scalable solutions to eliminate bottlenecks.
  • Lead change management efforts as the team transitions through a process overhaul and new operating model.
  • Create a high-touch customer experience supported by efficient, high-tech workflows.

Requirements

  • 3+ years of experience in a leadership or management role within Onboarding, Implementation, or Customer Success.
  • Experience managing implementation or onboarding teams in a fast-paced environment, with SaaS experience highly preferred.
  • Demonstrated experience reducing onboarding friction or shortening implementation cycles.
  • Experience leading teams through change, a pivot, or a process overhaul.
  • Strong stakeholder management skills, including the ability to handle difficult conversations with Sales or Product teams.
  • A deep understanding of Customer Success principles and how the first 30/60/90 days affect customer lifetime value.
  • Experience with HubSpot, Jira, or Gainsight, or similar platforms, preferred.
  • Experience in the automotive industry, preferred.
  • Experience fixing a broken department or process in a turnaround environment, preferred.

Benefits

  • 100% remote work environment for US-based candidates.
  • Medical, dental, and vision insurance within 30 days.
  • 100% employer-paid medical insurance.
  • Equity package.
  • Flexible PTO with a 15-day minimum.
  • Generous parental leave.
  • FSA and HSA options.
  • 401(k).
  • Growth and wellness stipend.
  • WFH equipment provided.

Interested in this position?

Apply directly on the company website

Apply Now

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