Customer Onboarding Manager (m/f/d)

Job Description

As a Customer Onboarding Manager at Rapid, you play a pivotal role in how our customers experience the start of their journey with us. Your mission is to take customers from signed contract to an active, thriving user of our products ERP, eShop, Donations, and print laying the foundation for long term customer satisfaction and loyalty.

Your tasks:

• Own the onboarding journey for assigned customers, from kickoff through go-live and follow-up
• Assess each new customer's readiness and complexity, and select the right onboarding route (Fast Track or Full Service)
• Lead structured onboarding calls and configure the product together with the customer.
• Drive time-to-go-live and ensure real activation, not just technical setup
• Flag and escalate blockers early through the defined escalation path, rather than letting cases sit in the backlog
• Keep CRM/Jira up to date and document onboarding status on an ongoing basis.
• Identify recurring friction points and propose improvements to templates, processes, and tooling
• Collaborate closely with Sales, Product, and Finance to ensure smooth handoffs and accurate ARR conversion
• Train customers so they're confident and self-sufficient after go-live, reducing downstream support load

Your skillset:

• Experience in customer onboarding, implementation, or customer success, ideally within B2B SaaS
• Comfortable owning multiple onboarding cases in parallel without losing structure or detai
• Confident running live product walkthroughs and explaining technical steps in plain language
• Strong communicator, both in customer meetings and in cross-functional internal settings
• Proactive and solution-oriented, raises blockers before they become problems
• Nice to have: experience with CRM tools (e.g. SFDC) and project tools like Jira
• Fluent in Swedish and English, plus professional Norwegian is a strong advantage given our Nordic customer base

What we offer:

• Office in Örebro with flexible options to work remotely
• A culture of continuous learning, ownership, and professional growth
• The opportunity to shape and scale an onboarding function that directly impacts customer experience and company growth