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Manager of Onboarding

2 hours, 44 minutes ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
CRM 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 4

Description

  • Audit the current onboarding playbook and redesign it into a streamlined, automated, repeatable process.
  • Own the first 90 days of the customer journey and improve time-to-value during implementation.
  • Manage, coach, and develop a team of Onboarding Specialists.
  • Set clear expectations and build a high-performance team culture.
  • Partner with Sales to create seamless handoffs from closed deal to implementation.
  • Work with Customer Success to ensure long-term customer health is built into onboarding.
  • Track and report key onboarding and customer success metrics such as Time-to-Value, Activation rate, Team Capacity, CSAT, and churn.
  • Identify and remove process bottlenecks to improve onboarding efficiency and customer experience.
  • Drive better customer retention through high-touch service supported by efficient workflows.

Requirements

  • 3+ years of experience in a leadership or management role 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, including a pivot or process overhaul.
  • Demonstrated process optimization experience, such as reducing onboarding friction or shortening implementation cycles.
  • Strong stakeholder management skills and the ability to handle difficult conversations with Sales or Product teams.
  • Deep understanding of Customer Success principles and how the first 30/60/90 days affect 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 a US-based candidate for a 100% remote role.

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) plan.
  • 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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