Senior Manager of Customer Onboarding

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Manager of Customer Onboarding based in the United States.

This is a senior people-leadership role responsible for building and scaling a high-performing customer onboarding organization.

You will lead onboarding managers and own the quality, execution, and measurable outcomes of the onboarding experience.

Your work will directly influence software adoption, digital workflow competence, and payments utilization.

You will have significant ownership over playbooks, enablement programs, performance standards, and operating rhythms.

The role combines team development, customer enablement, operational improvement, and cross-functional collaboration in a fast-growing SaaS environment.

You will also have the opportunity to experiment with AI and technology-enabled workflows that accelerate time-to-value and improve customer satisfaction.

This is a build-focused opportunity for a hands-on leader who wants to shape both the team and the onboarding standard for a growing vertical SaaS market.

Accountabilities

• Team leadership: Build and lead a high-performing team of onboarding managers by setting clear expectations, coaching individual contributors, developing talent, and addressing performance gaps directly and consistently.
• Onboarding ownership: Own the end-to-end customer onboarding experience, ensuring smooth transitions, timely delivery, strong execution, and consistently high quality.
• Customer adoption: Develop and execute strategies that increase software adoption, digital workflow competence, and payments utilization, using measurable performance indicators to track progress.
• Enablement programs: Own onboarding playbooks, milestones, quality standards, coaching cadences, and enablement processes that produce consistent and measurable customer outcomes.
• Customer escalations: Serve as a senior escalation point for complex onboarding challenges, coordinating with internal teams to resolve issues and keep implementations on track.
• Data migration and activation: Guide teams and customers through data migration, system setup, and account activation while maintaining appropriate standards for data integrity and security.
• Operational innovation: Redesign onboarding processes and experiment with AI, automation, and technology-enabled workflows to reduce time-to-value, improve efficiency, and increase customer satisfaction.
• Performance management: Establish a disciplined performance rhythm through one-on-ones, team reviews, operational metrics, and targeted coaching.
• Cross-functional collaboration: Partner with Sales, Product, Customer Success, and other stakeholders to create a seamless customer journey and ensure aligned execution.
• Leadership reporting: Monitor and communicate onboarding performance, team effectiveness, customer adoption, and program improvements to senior leadership.

Requirements

• Experience: 6-10 years of experience in SaaS onboarding, implementation, customer enablement, or a related field, including at least 3 years managing individual contributors.
• People leadership: Demonstrated experience owning team performance, coaching employees toward high performance, developing talent, and managing underperformance against clear standards.
• Customer adoption: Proven success increasing software adoption and payments or digital-workflow utilization, with measurable outcomes you can clearly articulate.
• Program design: Experience creating or significantly redesigning onboarding or enablement programs, including playbooks, milestones, quality standards, and performance frameworks.
• Project management: Strong organizational and project-management skills, with the ability to manage competing priorities and maintain execution across multiple initiatives.
• AI and automation: Experience applying AI or automation to customer service or delivery is a plus, alongside an interest in using technology to improve operational efficiency.
• Stakeholder management: Excellent communication and relationship-building skills, with the confidence to guide accounting, operations, and other customer stakeholders through changes to their workflows and adoption of digital payments.
• Data migration: Familiarity with data migration as part of implementation, setup, and activation processes is required; direct experience managing large-scale migrations is helpful but not essential.
• Industry expertise: Strong candidates will typically bring either hands-on knowledge of association management and fund accounting, or significant experience leading onboarding or implementation teams in vertical SaaS or ERP environments. Experience with both backgrounds is especially valuable.
• Education: A bachelor’s degree is preferred but not required.
• Work style: Comfortable working remotely while maintaining EST business hours, traveling approximately 10% as required, and operating effectively in a fast-moving, high-growth environment.

Benefits

• Compensation: Total annual compensation range of $100,000-$120,000 USD, inclusive of applicable base salary, bonuses, or commissions.
• Remote flexibility: Fully remote position for candidates located in the United States.
• Leadership impact: Significant ownership over the onboarding program, team performance, customer enablement strategy, and operational standards.
• Innovation opportunities: Freedom to experiment with AI and technology-enabled workflows to improve onboarding efficiency and customer outcomes.
• Growth environment: Fast-moving, high-growth SaaS environment with opportunities to shape processes, programs, and operating standards.
• Professional development: Opportunity to develop leadership capabilities while working across Customer Success, Sales, Product, and other functions.
• Purposeful work: Direct influence on software adoption, payments utilization, customer growth, and the evolution of onboarding practices within a growing vertical SaaS market.