Senior Manager of Customer Onboarding

• Team leadership: Build and lead a high-performing team of onboarding managers by setting clear expectations, coaching individual contributors, developing talent, and addressing performance gaps directly and consistently.
• Onboarding ownership: Own the end-to-end customer onboarding experience, ensuring smooth transitions, timely delivery, strong execution, and consistently high quality.
• Customer adoption: Develop and execute strategies that increase software adoption, digital workflow competence, and payments utilization, using measurable performance indicators to track progress.
• Enablement programs: Own onboarding playbooks, milestones, quality standards, coaching cadences, and enablement processes that produce consistent and measurable customer outcomes.
• Customer escalations: Serve as a senior escalation point for complex onboarding challenges, coordinating with internal teams to resolve issues and keep implementations on track.
• Data migration and activation: Guide teams and customers through data migration, system setup, and account activation while maintaining appropriate standards for data integrity and security.
• Operational innovation: Redesign onboarding processes and experiment with AI, automation, and technology-enabled workflows to reduce time-to-value, improve efficiency, and increase customer satisfaction.
• Performance management: Establish a disciplined performance rhythm through one-on-ones, team reviews, operational metrics, and targeted coaching.
• Cross-functional collaboration: Partner with Sales, Product, Customer Success, and other stakeholders to create a seamless customer journey and ensure aligned execution.
• Leadership reporting: Monitor and communicate onboarding performance, team effectiveness, customer adoption, and program improvements to senior leadership.

Requirements

• Experience: 6–10 years of experience in SaaS onboarding, implementation, customer enablement, or a related field, including at least 3 years managing individual contributors.
• People leadership: Demonstrated experience owning team performance, coaching employees toward high performance, developing talent, and managing underperformance against clear standards.
• Customer adoption: Proven success increasing software adoption and payments or digital-workflow utilization, with measurable outcomes you can clearly articulate.
• Program design: Experience creating or significantly redesigning onboarding or enablement programs, including playbooks, milestones, quality standards, and performance frameworks.
• Project management: Strong organizational and project-management skills, with the ability to manage competing priorities and maintain execution across multiple initiatives.
• AI and automation: Experience applying AI or automation to customer service or delivery is a plus, alongside an interest in using technology to improve operational efficiency.
• Stakeholder management: Excellent communication and relationship-building skills, with the confidence to guide accounting, operations, and other customer stakeholders through changes to their workflows and adoption of digital payments.
• Data migration: Familiarity with data migration as part of implementation, setup, and activation processes is required; direct experience managing large-scale migrations is helpful but not essential.
• Industry expertise: Strong candidates will typically bring either hands-on knowledge of association management and fund accounting, or significant experience leading onboarding or implementation teams in vertical SaaS or ERP environments. Experience with both backgrounds is especially valuable.
• Education: A bachelor’s degree is preferred but not required.
• Work style: Comfortable working remotely while maintaining EST business hours, traveling approximately 10% as required, and operating effectively in a fast-moving, high-growth environment.

Benefits

• Compensation: Total annual compensation range of $100,000–$120,000 USD, inclusive of applicable base salary, bonuses, or commissions.
• Remote flexibility: Fully remote position for candidates located in the United States.
• Leadership impact: Significant ownership over the onboarding program, team performance, customer enablement strategy, and operational standards.
• Innovation opportunities: Freedom to experiment with AI and technology-enabled workflows to improve onboarding efficiency and customer outcomes.
• Growth environment: Fast-moving, high-growth SaaS environment with opportunities to shape processes, programs, and operating standards.
• Professional development: Opportunity to develop leadership capabilities while working across Customer Success, Sales, Product, and other functions.
• Purposeful work: Direct influence on software adoption, payments utilization, customer growth, and the evolution of onboarding practices within a growing vertical SaaS market.