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Manager of Customer Onboarding

2 hours ago
United States
Full-time
Senior
Customer Success Manager
Project and Program Management
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 to create a streamlined, automated, and repeatable process.
  • Lead, coach, and develop a team of Onboarding Specialists with clear expectations and improved workflows.
  • Partner with Sales to ensure smooth customer handoffs and with Customer Success to support long-term customer health.
  • Improve customer retention by delivering a high-touch onboarding experience supported by efficient processes.
  • Define, track, and report on onboarding and customer success metrics such as Time-to-Value, activation rates, team capacity, CSAT, and churn.
  • Identify root causes of friction in the onboarding experience and implement process improvements at scale.
  • Support organizational change and rebuild the onboarding function into a high-performing team.

Requirements

  • 3+ years of experience in a leadership or management role within onboarding, implementation, or customer success.
  • Proven experience managing implementation or onboarding teams in a fast-paced environment, with SaaS experience highly preferred.
  • Experience leading teams through change, such as a pivot or major process overhaul.
  • Demonstrated process optimization experience, including reducing onboarding friction or shortening implementation cycles.
  • Strong stakeholder management skills, including handling difficult conversations with Sales or Product teams.
  • Deep understanding of the customer success lifecycle and how the first 30/60/90 days affect customer lifetime value.
  • Experience with HubSpot, Jira, or Gainsight, or similar platforms, is preferred.
  • Experience in the automotive industry is preferred.
  • Experience in a turnaround environment where you helped fix a broken department or process is preferred.
  • Must be based in the US and able to work 100% remotely.

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.
  • Opportunities for development and career growth.

Interested in this position?

Apply directly on the company website

Apply Now

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