Onboarding Manager

About Our Client

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

Operating fully remotely, the dynamic and ambitious team occasionally convenes in person. As the company expands, it seeks to attract high-potential individuals who aspire to contribute to a winning environment.

About the Role

As an Onboarding Manager, you will establish impactful relationships with customers, ensuring they fully understand, utilize, and adopt the software platform. You will build rapport with key stakeholders and execute a structured onboarding experience.

In this role, you will collaborate directly with customers to document their desired outcomes, conduct product training, configure their accounts, import data, and implement the product for their users. You will manage multiple onboarding projects across salons and spas in the US and Canada, supported by various internal teams throughout the onboarding journey.

In this Onboarding Manager role, you will:

– Guide customers through the onboarding journey by documenting goals, providing product training via Zoom, and configuring accounts for a seamless rollout.

– Oversee multiple onboarding projects simultaneously, coordinating with internal teams to meet deadlines and deliver on-time results.

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

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

– Serve as a reliable resource for best practices, offering tailored advice to help salons and spas maximize their use of the software.

– Work during PST business hours.

What They’re Looking For

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

– Strong proficiency in Excel, including the ability to manipulate and import large datasets, along with excellent written and verbal communication skills to quickly establish 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 committed to helping customers succeed, with a focus on improving organizational systems to enhance efficiency.

What You’ll Love About Us

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

– Generous monthly wellness budget for gym memberships, yoga, etc.

– Premium subscription to the Calm

– One Medical membership (for US employees)

– 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