Customer Onboarding Manager (Remote)

About the role

Steer is looking for a strategic, high‑energy Manager of Customer Onboarding to redesign the first 90 days of the customer journey. Reporting to the Director of Customer Success, you will own the critical transition from "Sold" to "Successful," aiming to reduce Time‑to‑Value and boost long‑term retention.

Key responsibilities

• Audit the existing onboarding playbook and implement a streamlined, automated, repeatable process.
• Lead, coach, and upskill a team of Onboarding Specialists, establishing clear expectations and a high‑performance culture.
• Partner with Sales for seamless handoffs and with Customer Success to embed long‑term health into implementations.
• Define, track, and report on KPIs such as CSAT, churn, and activation rates to drive continuous improvement.
• Directly influence company‑wide churn and CSAT scores by delivering high‑touch care through high‑tech efficiency.

Required profile

• Systems thinker who identifies root causes of friction and builds lasting solutions.
• Inspiring leader capable of turning underperforming teams into high‑output units.
• Obsessed with velocity and eliminating bottlenecks to accelerate the "Aha!" moment.
• Data‑informed decision maker who relies on measurable metrics rather than guesswork.

Required skills