ScaleUp

SCALEUP.house · Digital transformation and growth done smoothly. Website: www.scaleup.house

Onboarding Manager

Location

Latin America (LATAM)

Posted

38 days ago

Salary

0

Seniority

Lead

No structured requirement data.

Job Description

Onboarding Manager

ScaleUp

Role Description As a Customer Success, Onboarding Manager, you will own the entire onboarding experience at our client. Your mission is simple but critical: ensure every new customer launches successfully, understands value early, and is set up for long-term success. - Design, run, and continuously improve the onboarding process. - Work closely with Sales, Product, and Customer Success to create a seamless handoff and a world-class first experience. - This role sits at the intersection of strategy and execution and will heavily influence retention, expansion, and customer sentiment. Key Responsibilities - Customer Onboarding Ownership - Own the end-to-end onboarding lifecycle from contract signature through successful go-live. - Guide customers through implementation, configuration, and early usage milestones. - Ensure customers reach first value quickly and confidently. - Onboarding Process and Program Design - Design, document, and continuously improve onboarding workflows, timelines, and playbooks. - Define clear onboarding stages, success criteria, and exit points. - Standardize onboarding while allowing flexibility for different customer needs and segments. - Expectation Setting and Success Alignment - Set clear onboarding expectations with customers including scope, timelines, and responsibilities from kickoff. - Partner with customers to define success goals and desired outcomes early. - Ensure internal teams are aligned on customer goals and onboarding plans. - Training and Enablement - Deliver live and recorded product training tailored to customer roles and use cases. - Create onboarding documentation, guides, and best practices in partnership with Product and CS. - Cross-Functional Collaboration and Handoffs - Work closely with Sales to ensure clean and consistent post-close handoffs. - Partner with Customer Success for a smooth transition to steady-state ownership. - Share onboarding insights that inform account strategy and expansion opportunities. - Customer Feedback and Advocacy - Act as the voice of new customers, surfacing feedback, friction points, and feature requests. - Identify onboarding challenges and collaborate with Product on improvements. - Drive initiatives that reduce time to value and increase activation. - Metrics and Continuous Improvement - Define and track onboarding KPIs (time to first value, activation, completion rates). - Identify risks early and proactively intervene. - Use data and feedback to continuously refine the onboarding experience. Qualifications - 3+ years in customer onboarding, implementation, or customer success within B2B SaaS. - Experience owning onboarding programs end-to-end. Requirements - Exceptional English communication (written and spoken). - Strong technical aptitude and ability to explain software workflows. - Experience with CRM/CS tools (HubSpot, Salesforce, or similar). - Strong project management and organizational skills. - Excellent stakeholder communication. Benefits - 100% Remote work. - Full-time schedule. - Availability until 6:00 PM PT. - Contractor (Long-term) position.

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