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Manager of Customer Onboarding

1 hour, 59 minutes ago
United States
Full-time
Senior
Implementation Consultant
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
View All Jobs 8

Description

  • Audit and redesign the current onboarding playbook into a streamlined, automated, repeatable process.
  • Lead, coach, and develop the Onboarding Specialists team while setting clear expectations and rebuilding performance standards.
  • Partner with Sales to ensure seamless customer handoffs and with Customer Success to support long-term retention.
  • Improve customer outcomes by reducing Time-to-Value, onboarding friction, and implementation cycle time.
  • Define, track, and report on onboarding and customer success metrics such as Time-to-Value, activation rates, team capacity, CSAT, and churn.
  • Use data and KPIs to guide onboarding decisions and process improvements.
  • Build workflows and processes that create a high-touch customer experience at scale.
  • Navigate cross-functional stakeholder conversations with Sales, Product, and Customer Success to improve the customer experience.

Requirements

  • 3+ years of leadership or management experience in 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 process overhaul.
  • Demonstrated process optimization experience, including reducing onboarding friction or shortening implementation cycles.
  • Strong stakeholder management skills and ability to handle 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, preferred.
  • Experience in the automotive industry, preferred.
  • Experience rebuilding a broken department or process in a turnaround environment, preferred.
  • Ability to work 100% remotely and be US-based.

Benefits

  • 100% remote work environment.
  • 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.
  • Collaborative, high-ownership culture.

Interested in this position?

Apply directly on the company website

Apply Now

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