Senior Manager, Customer Onboarding

About the role

This senior manager position leads the end‑to‑end onboarding experience for mid‑market and enterprise customers in a fast‑scaling SaaS environment. You will build and guide a high‑performing onboarding team to ensure rapid time‑to‑value and long‑term success.

Key responsibilities

• Lead, mentor, and develop a team of Customer Onboarding Managers.
• Design and continuously improve scalable onboarding frameworks for different customer segments.
• Oversee the full onboarding lifecycle, ensuring clear communication and successful product adoption.
• Partner closely with Sales, Product, Customer Success, and Support to deliver a unified experience.
• Monitor onboarding KPIs, customer feedback, and operational metrics to drive process optimization.
• Conduct training and enablement sessions for onboarding teams.
• Work directly with customers to understand business needs and tailor onboarding approaches.
• Identify upsell and expansion opportunities and collaborate with Sales.

Required profile

• 5+ years of experience in customer success, account management, onboarding, or related SaaS roles.
• 3‑5 years of people‑management experience with a proven ability to develop high‑performing teams.
• Experience designing and improving onboarding or implementation processes in a SaaS environment.
• Strong communication and interpersonal skills to build trusted relationships.
• Data‑driven mindset with ability to analyze KPIs and translate insights into actions.

Required skills