Manager, Onboarding
Lead and coach an onboarding team responsible for taking real estate clients from kickoff through launch. Drive performance against metrics, manage escalations, and partner cross-functionally to improve speed, quality, and client experience.
About the job
Responsibilities
- Lead and develop a team of Onboarding ICs who manage the client journey from kickoff through website or app launch
- Run structured bi-weekly 1:1s, deliver actionable feedback, and build personalized development plans for each IC
- Monitor key metrics daily — launch volume, time to launch, CSAT, and Pre-Launch Churn MRR — and take proactive action when something is off
- Manage client escalations with urgency and good judgment, knowing when to step in directly and when to coach your team through it
- Drive quarter-over-quarter improvement in backlog age, time to launch, and pre-launch churn
- Partner cross-functionally with Product Fulfillment, Sales, Client Success, and Engineering to eliminate handoff friction and close feedback loops
- Own the new hire experience — deliver a structured 30/60/90 onboarding plan that drives new ICs to full productivity by Day 90 or sooner
- Use data to identify workflow gaps, drive process improvements, and maintain clear internal documentation
- Lead or contribute to at least one high-impact project per quarter that advances onboarding efficiency or client experience
Requirements
- 3+ years in a client-facing operations, onboarding, or implementation role
- 1+ years managing and leading a team in a metrics-driven environment
- Proven track record of hitting team targets and improving performance over time
- Experience working cross-functionally in a fast-moving, high-growth company
- Comfort building and tracking KPIs in spreadsheets or BI tools
- Familiarity with CRM and project management tools — and a track record of learning new systems quickly
- High bar for quality and a bias for action when things aren't working
Nice-to-Haves
- Gifted at coaching people and developing ICs
- Skilled at reading metrics quickly and knowing what they're telling you about your team, your clients, and your processes
- Calm under pressure and able to make clear decisions even when the picture isn't fully formed
- Able to turn frustrated clients into retained ones through empathy, directness, and follow-through
- Build cross-functional trust — other teams want to work with you because you close the loop and do what you say
- Communicate clearly up, down, and sideways — your team always knows where they stand and what's expected
- Document as you go — leave things better than you found them and your team doesn't have to guess how things work
Skills
CRM, Project Management Tools, KPI Tracking, BI Tools, Spreadsheets, Client Onboarding, Team Leadership, Cross-Functional Collaboration, Process Improvement, Client Escalation Management
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