Onboarding & Implementation Manager

Description

About Key DataKey Data is the most trusted platform for short-term rental (“STR”) market data. With data sourced directly from our co-op of millions of vacation rental properties worldwide, OTA’s, and hotels, we create market and property-level intelligence for the vacation rental industry, destinations, hoteliers, and investors. Key Data is an Inc. 5000 recipient, given to America’s fastest-growing companies. We’ve been recognized throughout the travel industry with awards for innovation and service. Our all-remote team ranks us as a “best-in-class” place to work. In 2024, Key Data partnered with primary institutional investor Pamlico to guide us through our next growth phase.

This Onboarding & Implementation Manager role gets new customers set up and getting value quickly. In Phase 1 it combines two jobs: building each new customer's dashboards and running onboarding for a share of new customers (about 10 a month).

In Phase 2, dashboard builds are automated and the role shifts it's time to onboarding calls and training. This phase will introduce more opportunity to be a process builder, as we begin rolling out a tech-touch onboarding tier.

Responsibilities

• Build customer dashboards for every new customer ahead of and during onboarding (manual in Phase 1; automated in Phase 2).
• Run onboarding for about 10 new customers a month, through calls, training, and onboarding material. You own the customer for the first 28 days and are responsible for building sustainable habits that start with adoption.
• Track onboarding progress in the customer success platform so status and risk are visible to the team.
• Hand off cleanly to Success: pass each customer to their CSM with their goals, progress, and any open issues.
• Work with Data Validation to ensure handover between the two responsibilities is smooth.
• Improve the program: share what's working and what isn't in onboarding material and delivery.

Key Data Benefits include:

• Company-paid individual health and dental insurance
• Long-term disability insurance under the company’s standard group plan
• $50,000 life insurance policy
• $200 towards an annual gym membership
• $50/month Internet reimbursement
• Up to $1,000/year professional development reimbursement
• Company-paid holidays
• Eligibility for 401(k) pension plan with 3.5% employer match. No vesting period for employer match.
• $75/month mobile phone and voice/data plan reimbursement.
• Flexible PTO policy

Requirements

Candidate Profile

Required Experience

SaaS Customer Onboarding & Implementation

• Experience onboarding, implementing, or training customers in a B2B SaaS or software-driven environment.
• Ability to independently manage multiple customer onboarding engagements simultaneously.
• Skilled at translating technical product functionality into practical business value.
• Experience leading product demonstrations, training sessions, and structured onboarding calls.

Software Proficiency & Data Accuracy

• Ability to learn new software quickly and confidently navigate configuration and implementation workflows.
• Strong attention to detail when validating data accuracy and preparing customer-facing dashboards.
• Comfortable troubleshooting issues and coordinating with internal technical teams to resolve them.

Customer Communication & Relationship Management

• Strong written and verbal communication skills, with the ability to explain complex concepts clearly.
• Confidence leading customer conversations and adapting training to different levels of technical proficiency.
• A proactive, customer-first approach focused on helping customers achieve meaningful outcomes.
• Ability to manage expectations, address challenges, and create a positive first impression of KeyData.

Organization & Operational Ownership

• Strong organizational skills, with the ability to manage competing priorities and meet onboarding deadlines.
• Experience using CRM, customer success, or project management platforms to track customer progress and activities.
• Ability to follow structured processes while identifying opportunities for improvement.
• Ownership of customer outcomes and consistent follow-through without extensive oversight.

Preferred Experience

KeyData & Industry Knowledge

• Experience using the KeyData platform.
• Familiarity with short-term rentals, vacation rental management, hospitality, or property technology.
• Understanding of how property managers and operators use market data, pricing intelligence, and performance analytics to make business decisions.

Data & Analytics

• Experience with business intelligence tools, analytics dashboards, or data visualization platforms.
• Ability to interpret customer data and connect platform insights to operational or financial goals.

Scaled & Tech-Touch Onboarding

• Experience supporting or developing automated, self-service, or tech-touch onboarding programs.
• Familiarity with digital training materials, in-app guidance, onboarding automation, or customer education tools.
• Interest in improving onboarding efficiency through technology and repeatable processes.

Growing SaaS Organizations

• Experience working in a growing SaaS organization with evolving processes and responsibilities.
• Ability to balance day-to-day execution with building and improving operational processes.
• Motivation to help create a more efficient, repeatable, and scalable customer onboarding function.