Customer Onboarding Manager

About the role

Some of the things you’ll do:

• Own the end-to-end onboarding experience for SMB, franchise corporate offices, franchise owners, and high-value accounts. Franchise onboarding is layered — corporate and individual owners often have different goals and definitions of success, so you'll navigate both simultaneously.
• Educate and train new customers on the product, ensuring they're set up to meet their business goals within a defined 30-day onboarding window.
• Lead 1:many onboarding sessions and weekly webinars so customers of every size can access quality training without requiring a 1:1 touchpoint.
• Run structured experiments on onboarding playbooks and automations — forming hypotheses from product usage data and customer feedback, testing, and iterating based on results.
• Own and report on activation and adoption metrics, tracking leading indicators week-over-week and surfacing insights to the broader team.
• Work with Support, New Business, and the Customer Success team to ensure qualifying accounts can access self-serve or human-led onboarding based on their fit and complexity.
• Project manage 10+ customers onboarding at various stages simultaneously.
• Spot and document adoption and expansion signals for Marketing and the CS team.
• Maintain a close feedback loop with Customer Education, Lifecycle Marketing, and Support to ensure the right self-serve resources reach customers at the right time.

About you

• You have 3–5+ years in a customer onboarding, implementation, or CSM role at a B2B PLG SaaS company, with a mix of complex and SMB accounts.
• You've navigated multi-stakeholder onboarding — multiple layers, multiple definitions of success.
• You take a structured approach to experimentation: you form hypotheses, run tests, measure outcomes, and change your approach based on what you learn — not instinct.
• You're experienced in enabling customers on complex, technical settings — comfortable training the basics as well as going deep on integrations.
• You're comfortable using Salesforce, Pocus, Amplitude, and similar CRM and data tools.
• You're an active listener who can translate customer needs and feedback into workflows and recommendations.
• You track and report on both leading and lagging indicators, and you know which ones actually predict retention.
• You notice patterns, document feedback, and act as the voice of the customer with Product, Marketing, and Support.

Compensation

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