Customer Onboarding Manager

The Opportunity

To achieve our ambitious goals, we’re looking for a Customer Onboarding Manager to join our Customer Onboarding team. This role will deliver value to our customers, develop strong relationships that drive adoption and high customer satisfaction, and gather customer insights to share with internal teams. The person in this role will drive multiple implementations for our customers, showcasing features and business impact, leading to a successful customer onboarding experience.

Our go-to-market teams are shaping the future of workplace communication. As a member of our team, you will be crucial in expanding the use of our innovative, trustworthy AI writing tools. We strive to ensure that every organization can communicate effectively and efficiently. If you are passionate about transforming the way professionals connect and collaborate, we would love to hear from you.

As a Customer Onboarding Manager, you will be instrumental in bringing our product to businesses worldwide. You will be part of our rapidly growing Customer Onboarding team, building new processes, onboarding our customers, and driving adoption and time-to-value while implementing a next-generation customer engagement motion that blends the best of proven approaches with rule-breaking ways to create an end-to-end approach that maximizes value for our clients.

You will work closely with our sales, customer success, and product teams to develop and execute onboarding strategies that optimize the customer journey and drive long-term customer retention and growth. Furthermore, in this role, you will:

• Become the trusted advisor for our most significant and strategic customers, driving adoption of our product features, building relationships with key stakeholders, and delivering ROI and time-to-value quickly and efficiently.
• Continuously analyze and optimize the onboarding process to improve customer satisfaction, retention, ROI, value, and product adoption.
• Assess and understand our ever-changing customer needs and market trends to ensure our onboarding strategy remains relevant and practical.
• Work closely and collaborate with customer success, sales, product, and engineering teams to drive customer value quickly and effectively while helping to establish expansion paths.
• Be adaptable, easily navigate ambiguous situations, and pivot your approach when needed.
• Be resourceful and self-motivated, take initiative, work independently, and always look for new ways to improve skills and contribute to the team.
• Establish and develop deep cross-functional relationships within by partnering with key stakeholders, driving profound discovery, determining how we can help them meet their objectives and realize value, and creating a plan based on their goals.
• Have intense project management rigor and strong communication and presentation skills.
• Conduct regular account status reports, sharing metrics and insights to help identify new opportunities, highlight successes, bridge gaps, and ensure customers see ROI.
• Contribute to content and process improvements across the customer lifecycle to continuously improve the customer experience.

Qualifications

• Has 2+ years of relevant experience in onboarding customers in professional services in a SaaS environment.
• Builds strong relationships with people, understands their needs and goals, identifies creative solutions, and manages action items through to completion.
• Can synthesize quantitative and qualitative data, make data-driven decisions, and use incomplete data to identify gaps and opportunities.
• Has a proven track record of delivering very high customer satisfaction scores.
• Actively advocates for customers, working cross-functionally with PMs, engineers, marketers, and others to delight customers and help them meet their business goals while empathizing with other teams’ processes and priorities.
• Relentlessly sets aggressive short-and long-term goals and possesses a strong internal drive to achieve them.
• Experience working with various stakeholders, from senior executives of large companies to technical stakeholders, managers, and end users.
• Actively contributes to voice customer initiatives, provides customer feedback to other teams, aids in prioritization, and follows through to resolution.
• Uses systems such as a CRM to track all customer-related activities and deliverables, manage pipelines, and project revenue.
• Works to realize business value and expand customer relationships through deep knowledge of customer needs rather than a feature list.
• Has a general understanding of subscription business models, including freemium, free trial, account expansion, and upsells.
• Has a demonstrated ability to work independently with minimal guidance, proactively manages tasks and priorities across multiple projects, analyzes and executes work efficiently, collaborates effectively with cross-functional teams, and thrives in fast-paced, results-driven environments.
• Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.
• Is inspired by our MOVE principles: move fast and learn faster; obsess about creating customer value; value impact over activity; and embrace healthy disagreement rooted in trust.