Manager, Onboarding

Responsibilities Leading and developing a team of Onboarding ICs who manage the client journey from kickoff through website or app launch. Running structured bi-weekly 1:1s, delivering actionable feedback, and building personalized development plans for each IC. Monitoring key metrics daily — launch volume, time to launch, CSAT, and Pre-Launch Churn MRR — and taking proactive action when something is off. Managing client escalations with urgency and good judgment, knowing when to step in directly and when to coach your team through it. Driving quarter-over-quarter improvement in backlog age, time to launch, and pre-launch churn. Partnering cross-functionally with Product Fulfillment, Sales, Client Success, and Engineering to eliminate handoff friction and close feedback loops. Owning the new hire experience — delivering a structured 30/60/90 onboarding plan that drives new ICs to full productivity by Day 90 or sooner. Using data to identify workflow gaps, drive process improvements, and maintain clear internal documentation. Leading or contributing to at least one high-impact project per quarter that advances onboarding efficiency or client experience. Requirements 3+ years in a client-facing operations, onboarding, or implementation role. 1+ years managing and leading a team in a metrics-driven environment. A proven track record of hitting team targets and improving performance over time. Experience working cross-functionally in a fast-moving, high-growth company. Comfort building and tracking KPIs in spreadsheets or BI tools. Familiarity with CRM and project management tools — and a track record of learning new systems quickly. A high bar for quality and a bias for action when things aren't working. #J-18808-Ljbffr Jobtailor