Onboarding Manager

Role Description

As the Onboarding Manager at Real Geeks, you will lead, coach, and develop a team of Onboarding Advisors responsible for helping customers successfully launch and adopt the Real Geeks platform. You'll report to the Director of Onboarding, Training & Engagement and serve as the operational anchor of the department, driving KPIs, keeping advisors unblocked, handling client escalations when needed, and ensuring every new customer gets the momentum and support they need to succeed.

This role is built for someone who cares about people, process, and performance. The right person will be detail-oriented, competitive in the best way, comfortable interpreting data, and motivated by helping a team win measurable outcomes.

This is not a passive management role. The Onboarding Manager will be expected to understand the onboarding process deeply, identify process gaps, coach team members, listen to calls, recognize training needs, and help drive stronger results across implementation, early retention, and customer engagement.

• Lead and develop a team of 6–10 Onboarding Advisors, ensuring high performance, accountability, and consistent customer experience.
• Oversee day-to-day onboarding operations, ensuring advisors follow the correct process for all clients, and that all clients have an exceptional experience.
• Monitor advisor pipelines daily to ensure customers stay on track and milestones hit on schedule.
• Jump into client-facing escalations when needed with calm, clarity, and efficiency.
• Identify operational bottlenecks and optimize processes to increase advisor capacity and speed-to-value.
• Forecast implementation and churn trends using historical data and advisor performance insights.
• Partner closely with Training, Support, MLS, and Engagement teams to ensure a seamless cross-departmental customer experience.
• Maintain accurate data across HubSpot, Arrows, Metabase, and internal tracking tools.
• Drive continuous improvement, remove roadblocks, and introduce better workflows, templates, and playbooks as the onboarding program evolves.
• Own or contribute to the improvement of key onboarding metrics, including:
  • Implementation speed
  • NPS/CSAT
  • Early churn
  • eNPS
• Demonstrate a commitment to our core values.

Qualifications

• 3+ years of people management experience leading onboarding, customer success, or customer-facing teams.
• Direct experience in real estate or real estate technology preferred.
• Strong operational instincts and the ability to keep a fast-moving team organized and focused.
• Experience reading data, identifying trends, forecasting risk, and making decisions rooted in numbers.
• Ability to de-escalate frustrated clients with professionalism and confidence.
• Comfort working in a high-speed SaaS environment with constantly evolving processes.
• HubSpot experience is a nice-to-have, not a requirement.
• Excellent written and verbal communication skills.
• A servant-leadership approach: you lead by lifting others up, blending accountability with encouragement to help people do their best work.

Requirements

• Success in this role looks like stability paired with momentum: a team that feels confident and supported, and an onboarding program that keeps getting better.
• Proactive, not reactive.
• You spot problems before they're escalated to you — and bring solutions, not just reports.
• Continuous improvement, without losing the human side.
• Processes keep evolving, but the team never feels left behind by change.
• Analytical, not lost in the data.
• You know what to track and how to separate signal from noise.
• Blends technical and people skills.
• Equally comfortable in a dashboard and in a coaching conversation.
• Plans before acting.
• Decisions are thoughtful, not rushed.
• Leads through servant leadership.
• Removes roadblocks, balances accountability with encouragement.
• Enforces the Real Geeks Success Guide.
• Ensures consistent, standardized adherence to onboarding best practices across the team.

Benefits

• The nimbleness and daring of a successful startup with the security of a large, stable parent company.
• A positive, collaborative team culture where people really matter.
• Highly competitive benefits, including health insurance, 401k, Employee Stock Purchase Plan options, and a Continuing Education benefit.
• The flexibility of our remote work environment, with the option of working at our Dallas office.
• This role may require quarterly travel to our Dallas or Atlanta offices for in-person meetings.