Customer Onboarding Manager

Opportunity

As part of the Customer Activation team, your primary goal is to drive customers to go live as quickly as possible and start deriving real value from the platform.

You will own the complete onboarding journey - from sales handover to successful go-live - ensuring customers are not just trained, but are actively using the system independently.

This role is not limited to training. It involves driving adoption, removing blockers, enforcing timelines, and ensuring customers reach defined success milestones.

Responsibilities

• Take complete handover from Sales by thoroughly understanding the customer persona, business model, pain points, and expectations.

• Define and own the onboarding plan by clearly outlining milestones, timelines, training schedules, and go-live targets, and ensure alignment with the customer.

• Guide users on product features and train them to use the system effectively, ensuring they are able to operate it independently without external support.

• Ensure the customer achieves early value by driving them to actively use the platform and realize its practical benefits within the first few weeks.

• Evaluate customer usage patterns and proactively identify opportunities for deeper adoption of relevant features.

• Build and maintain onboarding assets including setup guides, training videos, SOPs, and checklists to improve consistency and scalability of the onboarding process.

• Rigorously measure and continuously reduce time to first order, time to go-live, and drop-offs during the onboarding journey.

• Provide structured and actionable feedback to Product, Engineering, Sales, and Support teams based on onboarding insights and recurring issues.

• Handover customers to the Customer Success and Support teams only after successful onboarding completion, ensuring a smooth and complete transition.

• Continuously build product knowledge and improve internal processes by identifying bottlenecks and driving improvements.

What you can expect in the next 12 months

Within 1 month

• You should have built a strong understanding of the laundry/dry cleaning domain, the QDC product, and the onboarding processes we follow. You will shadow multiple onboarding journeys and participate in at least 3 onboarding cycles through a buddy system.

• You should spend time at a live laundry store to understand real operational workflows and challenges. You will also spend time with the technical support team to understand common issues and resolutions.

• You are expected to build strong internal relationships by interacting with cross-functional teams and understanding how different functions work together.

Within 3 months

• You should be able to manage onboarding for assigned customers with minimal support, aligned with defined service level expectations based on customer type.

• You will be responsible for ensuring customers complete setup and start using the platform. You should be able to handle most product-related queries independently and drive customers toward achieving initial usage milestones.

• You should start tracking onboarding progress, customer interactions, and key milestones using internal tools and systems.

Within 6 months

• You should be independently managing end-to-end onboarding for customers, ensuring timely completion and consistent achievement of go-live targets.

• You are expected to identify bottlenecks in the onboarding journey and actively contribute to improving processes, playbooks, and onboarding efficiency.

• You will collaborate closely with Product, Engineering, Sales, and Support teams to address recurring challenges and improve overall customer experience.

Within 12 months

• You should be consistently delivering strong onboarding outcomes, including improved time to go-live and higher activation rates.

• You will own onboarding performance metrics and present insights and improvements to the team.

• You will actively contribute to hiring, mentoring, and training new team members, helping scale the onboarding function.

• You may take ownership of initiatives or lead a small team to drive onboarding excellence and continuous improvement across the organization.

What does an ideal candidate look like?

• You have 2+ years of experience in a customer-facing role such as Implementation, Onboarding, Customer Success, Account Management, Sales, or Corporate Training, with a strong track record of driving outcomes, not just handling interactions.

• You demonstrate strong problem-solving ability and are comfortable dealing with ambiguity, taking ownership to identify issues and drive them to resolution without constant guidance.

• You are able to quickly understand a software product, its workflows, and real-world use cases, and can confidently translate business requirements into practical system usage.

• You are highly execution-driven and comfortable pushing customers when required, ensuring progress is maintained and timelines are not compromised.

• You possess strong communication skills, with the ability to explain complex concepts in simple, structured, and easy-to-understand language across different types of customers.

• You are organized and process-oriented, capable of managing multiple onboarding projects simultaneously while tracking progress, milestones, and follow-ups effectively.

• You think in terms of metrics and outcomes, focusing on time to go-live, adoption levels, and customer activation rather than just task completion.

• You are coachable, adaptable, and continuously seek to improve both your product knowledge and onboarding processes.

• You are open to working in US shift timings in the future as required.