Onboarding Manager

About Our Client

This fast-growing SaaS company is on a mission to enhance the profitability of salons and spas. Already recognized as a top-rated salon and spa software provider in the US and Canada, the organization has thousands of customers and aims to become the market leader in the coming years.

The team operates fully remotely, fostering a fun and ambitious culture while getting together periodically in person. As the company expands, they are eager to attract high-potential individuals who want to be part of a winning environment. If you are looking for a rewarding opportunity, this might be the perfect fit!

About the Role

As an Onboarding Manager, you will cultivate meaningful relationships with customers to ensure they thoroughly understand, utilize, and adopt the software platform. You will forge strong connections with key stakeholders and facilitate a process-driven onboarding experience.

In this role, you will work directly with customers to document their goals, provide product training, configure their accounts, import their data, and assist in rolling out the product to their users. You will manage a portfolio of onboarding projects for salons and spas across the US and Canada, with support from various internal teams throughout the onboarding journey.

As an Onboarding Manager, you will:

– Guide customers through the adoption of the platform by managing their onboarding experience, documenting goals, providing product training via Zoom, and configuring accounts for a seamless rollout.

– Oversee multiple onboarding projects simultaneously, collaborating with internal teams to meet milestones and deliver results on time.

– Collaborate with cross-functional teams, including engineering, product, sales, and marketing, to continually enhance the onboarding experience and address customer feedback.

– Track and analyze onboarding performance, utilizing data to refine processes and ensure customer satisfaction.

– Act as a trusted resource for best practices, providing tailored advice to help salons and spas maximize their use of the platform.

– Work during HST business hours.

What They’re Looking For

– 2+ years of experience in a customer-facing role in a SaaS environment, preferably with vertical SaaS; familiarity with CRM systems (e.g., Salesforce), project management tools (e.g., Notion), and communication platforms (e.g., Slack) is advantageous.

– Strong proficiency in Excel, including experience manipulating and importing large datasets, accompanied by excellent written and verbal communication skills for quickly building trust with customers.

– Detail-oriented and highly organized, capable of managing time effectively while ensuring accuracy and thoroughness in all tasks.

– A collaborative team player who can also work independently, thrive in a fast-paced environment, and adapt to changing processes and challenges.

– Empathetic and passionate about customer success, dedicated to improving organizational systems to streamline operations and enhance efficiency.

What You’ll Love About the Company

– Health, dental, vision, life & LTD insurance (for US employees)

– A generous monthly wellness budget for gym memberships, yoga, etc.

– Premium subscription to the Calm

– Flexible and unlimited PTO (for US employees)

– 401k plan available (no matching) (for US employees)

– Employee stock option program

Compensation

$75K • Offers Equity • $15K – $35K Commission • Offers Bonus