Manager of Customer Onboarding

Location: United States - Remote

Department: Implementation

Enumerate is looking for a Manager of Customer Onboarding to join our team!

The Manager of Customer Onboarding is a player-coach role that combines managing a team of onboarding specialists with directly supporting onboarding efforts for a limited number of clients. This role ensures the team meets performance goals while maintaining a personal connection to the onboarding process. The ideal candidate is an empathetic leader, organized project manager, and excellent communicator passionate about customer success. This is a remote role within the United States - candidates must be comfortable working EST hours.

Responsibilities:

• Lead, mentor, and develop a team of onboarding managers to meet performance and quality goals.
• Conduct regular 1-on-1s and team meetings to provide guidance, share best practices, and address challenges.
• Monitor team performance metrics and provide feedback to ensure continuous improvement.
• Oversee the onboarding process, ensuring smooth transitions and timely achievement of key milestones.
• Manage a reduced portfolio of onboarding projects to stay connected to the customer experience and model best practices for the team.
• Act as an escalation point for complex onboarding challenges, collaborating with other teams to resolve issues.
• Drive process improvements to enhance efficiency and customer satisfaction and to reduce the time needed to successfully onboard clients
• Partner with cross-functional teams such as Sales, Product, and Customer Success to align efforts and ensure a seamless client experience.
• Report on onboarding metrics, team performance, and process improvements to leadership.

Requirements:

• 3-5 years of experience in SaaS onboarding, implementation, or similar roles, with at least 1 year in a leadership or supervisory capacity.
• Strong project management skills and ability to manage priorities effectively.
• Excellent communication and relationship-building skills.
• Bachelor’s degree preferred but not required.