Onboarding Manager

About the role

We are seeking a strategic, high‑energy Onboarding Manager to redesign the first 90 days of the customer journey for Steer’s automotive‑repair SaaS platform. Reporting to the Director of Customer Success, you will own the transition from “Sold” to “Successful,” aiming to reduce Time‑to‑Value, improve team workflows, and lay the foundation for long‑term retention.

Key responsibilities

• Conduct a comprehensive audit of the current onboarding playbook and implement a streamlined, automated, repeatable process.
• Lead, coach, and upskill a team of Onboarding Specialists, establishing clear performance expectations and a high‑output culture.
• Collaborate with Sales to ensure seamless handoffs and with Customer Success to embed long‑term health into implementations.
• Define, track, and report on critical metrics such as activation rates, CSAT, and churn to drive continuous improvement.
• 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.
• Inspirational leader capable of turning underperforming teams into high‑output units through coaching and radical candor.
• Obsessed with velocity, constantly eliminating bottlenecks to accelerate the “Aha!” moment.
• Data‑informed decision maker who relies on KPIs, CSAT, and churn data.

Required skills