Onboarding Manager - Hybrid (Kirkland WA)

About the Role
At Formations, our customers are at the heart of everything we do. Their first 60 days set the tone for long-term success — and that’s where you come in.

As an  Onboarding Manager , you’ll serve as a trusted guide, educator, and project manager for new customers as they launch their journey with Formations. You’ll help them navigate key onboarding milestones, understand their new S-Corp setup, and gain confidence in managing their business finances.
You’ll work closely with Customer Success Managers (CSMs) and cross-functional partners to ensure every customer is set up for success — both operationally and strategically. This role blends customer success, project management, and program improvement, making it ideal for someone who thrives in a fast-paced, customer-first environment.
The first Implementation Manager will also play a critical role in building and refining the program — identifying friction points, driving efficiency, and continuously improving the onboarding experience.

What You’ll Do

• Own the first 60 days of the customer experience, guiding customers through onboarding milestones and ensuring timely completion.
• Act as project manager and point of contact for all setup, education, and configuration activities.
• Partner with Customer Success Managers and cross-functional teams — including offshore operations — to ensure alignment and smooth handoffs.
• Communicate clear timelines, set expectations, and proactively manage change with customers.
• Leverage  HubSpot CRM  to manage customer data, track progress, and deliver value-based content.
• Gather, analyze, and share customer feedback to drive program enhancements and close the feedback loop.
• Advocate for customer needs across departments to ensure a seamless and value-driven experience.
• Contribute to retention efforts by helping customers realize early value and success with Formations.

What You Bring

• 2+ years of experience in  Customer Success, Project Management, Account Management, or Onboarding .
• Strong project management skills with a proven ability to manage multiple priorities.
• Excellent written and verbal communication skills; confident in facilitating customer meetings and presentations.
• Detail-oriented, organized, and analytical with a strong sense of ownership.
• Comfortable navigating change and ambiguity in a startup environment.
• Natural curiosity and a proactive, self-starter mindset.
• Passion for helping small business owners succeed.
• Basic accounting knowledge (a plus).
• Experience with CRM platforms such as HubSpot (preferred).

Bonus Points

• Experience in  B2B software or accounting/financial services .
• Background in  training, onboarding, or change management .
• Track record of process improvement or program ownership.
• Strong cross-functional collaboration skills and a “jump in where needed” attitude.

Who You Are

• Customer-obsessed and value-driven.
• A lifelong learner who loves understanding new systems and processes.
• Comfortable having honest, constructive conversations that drive accountability.
• A true team player and culture champion who contributes to a great employee and customer experience.

Why Formations
You'll be working with customers who are genuinely building something — solo entrepreneurs and self-employed professionals who have put their livelihood on the line. The difference you make in their year, financially and operationally, is real. This role puts you at the center of that.
We're a fast-moving team that values people who take ownership, communicate directly, and care about the quality of their work. If you want to be a named resource your customers actually rely on — not a ticket number in a queue — this is that role.

Compensation $70-75k 

About Formations Corp

Founded in 2019, Formations Corp is a FinTech startup based in Kirkland, WA. We're on a mission to help self-employed individuals maximize their financial and personal well-being.

Self-employed owners start their businesses to focus on their clients and their impact, not to spend half their days pouring over their books and stressing about taxes. Formations wants to give our customers the time and peace of mind to do what they do best – and to help them earn the most for it. This means we do all the back-of-the-house financial work to maximize our customers’ business health and compliance, tax savings, retirement benefits, and peace of mind.

This full-time position offers a competitive base salary and and full benefits package:

• We go above and beyond in our commitment to our staff's health, well-being, and happiness by also offering flexible paid time away from work
• Full Medical, dental vision
• Generous parental leave
• Life insurance
• 401K plan including employer matching. Plan matches 100% of an employee's contributions up to 4% of their annual base salary, with immediate vesting for matched contributions.
• Equity- Formations offer every EE to be an owner. As such we grant every new hire an equity package our very generous equity plan is vested over standard 4 years
• Formations encourages employees to give back with paid volunteer time of up to 16 hours a year.
• Adopting a flexible-hybrid approach means that there isn't a one-size-fits-all solution but rather a highly adjustable and personal model that can take various shapes and forms
• Positive and collaborative culture
• Opportunity to influence the shape of the company

Formations Corp is an equal opportunity employer.