Manager, Onboarding

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