Onboarding Manager, Customer Success

ABOUT THE ROLE

As an Onboarding Manager, you’ll be the driving force behind our new customers' success, guiding them through a seamless onboarding journey and ensuring they're fully integrated with Siteline from day one. Your mission? Deliver rapid time-to-first-value (TTFV), ignite product adoption, and pave the way for a smooth handoff to the Customer Success team by month six. You’ll work with accounts of all sizes, but your experience with larger, more strategic clients will be key in enhancing satisfaction and creating an exceptional customer experience. If you love making an impact and delivering results, this is the role for you!

Key Responsibilities:

• Act as the primary point of contact for new customers throughout the first six months.
• Guide customers through the onboarding process, ensuring integrations are in place and smooth product adoption.
• Monitor and optimize TTFV for all new customers, ensuring that they experience early wins with the product.
• Focus on product adoption to increase product usage and build our fanbase.
• Collaborate closely with internal Support, Engineering, and Product teams to resolve technical issues quickly and efficiently.
• Provide insights and feedback to the Product and Engineering teams to continually improve the customer experience.
• Ensure a structured and timely handoff to the Customer Success team for ongoing management.
• Monitor KPIs such as TTFV, graduation rates for new accounts, product adoption metrics, and customer satisfaction.

WHAT WE'RE LOOKING FOR

• 5+ years in an onboarding or customer success role, ideally within SaaS, with enterprise clients.
• Proven experience managing onboarding or implementation for complex products, including ERP systems.
• Strong project management, problem-solving, and communication skills.
• Experience working with construction tech or ERP systems is highly preferred.
• Ability to manage multiple accounts with a focus on larger, strategic customers.
• Must be located in the US or Canada, ideally within the Central or Eastern time zones.
• Startup experience preferred, but not required
• Potential occasional travel for conferences or customer visits (< 10%)

WHAT WE OFFER

• Competitive Salary: We provide a salary that reflects your skills and experience, along with opportunities for performance-based bonuses. For this role, we are targeting a range of:

  • US Remote: USD $72K - $95K
  • Canada Remote: CAD $81k - $114K

• Flexible Work Environment: Enjoy the freedom to choose your work hours and the option to work remotely, promoting a healthy work-life balance. We have a small office in SF, but most of our team works remotely across the U.S. and Canada.

• Health & Wellness Benefits: Comprehensive health, dental, and vision insurance to support your well-being, along with wellness programs and resources.

• Professional Development: Annual $1K learning stipend to use toward classes, certifications, conferences, or other meaningful career development.

• Collaborative Culture: Join a supportive team that values creativity, innovation, and open communication, where your ideas are encouraged and celebrated.

• Equity Options: As a startup, we offer equity options to ensure that you share in our success as we grow together.

• Paid Time Off: Unlimited PTO policy with an encouraged three-week annual minimum.

• Team Events: We regularly host virtual team social activities and happy hours, and travel to meet in-person 1-2 times a year. (In 2024 we all went to Chicago!)

INTERVIEW PROCESS

We value a transparent and straightforward process, and hope that providing this context up front gives you useful insight into what to expect. We may make edits, but the process will look something like:

1. Application Review
2. Hiring Manager Video Interview | 30-45 min
3. Take-Home Exercise | Intended to be completed in 2 hrs or less
4. Panel Interview | 30-45 min
5. Cofounder Video Interview | 30-45 min