Sr. Manager of CRM & Client Onboarding

Job Description

Job Description

Description:

BizIQ’s GoIQ platform gives small businesses a powerful CRM and marketing automation solution built for how they actually grow. We’ve built the product and the client base; now we need the leader who will own the experience of getting clients onto that platform and making sure they see real value from day one. As Sr. Manager, CRM & Client Onboarding, you’ll lead a small onboarding team that implements GoIQ for new clients, builds their automation workflows, and guides them through a structured journey designed to drive adoption and long-term retention. This role sits at the intersection of CRM expertise, marketing knowledge, and client experience — and it’s a great fit if you love building onboarding programs that actually stick.

ABOUT THE COMPANY

At BizIQ, our mission is to accelerate business growth through innovative and affordable digital marketing solutions. We are a trusted Google Featured Partner, with a success record of helping over 36,000 small businesses enhance their online presence. Nationally recognized for our award-winning culture and listed on the Inc 5000 as one of the fastest-growing companies, we also hold an A+ BBB rating for ethical business conduct. With a vision to impact 150,000 businesses, our organization is built on a foundation of commitment to our core values: Growth Mindset, Results Oriented, Innovative, Inspirational, Accountable and Transparency.

OBJECTIVES

• Lead, develop, and hold accountable a small onboarding team responsible for the end-to-end delivery of GoIQ CRM implementations for new BizIQ clients.
• Serve as the internal CRM subject matter expert, owning the configuration and quality of every new client's CRM environment, including pipelines, automation workflows, forms, and integrations.
• Own and continuously improve BizIQ's structured client onboarding journey — from kickoff call through platform go-live and the first 90-day check-in.
• Build and maintain a fully documented onboarding playbook that standardizes the client experience, reduces time-to-value, and scales with the team.
• Develop and maintain GoIQ's standardized CRM templates, the base setup deployed to every new client, evolving them as the platform and client needs change.
• Build client-facing marketing automation programs within the CRM, including lead nurture sequences, review request workflows, missed call text-back, and re-engagement campaigns.
• Lead or directly support client kickoff calls, platform walkthroughs, and training sessions that set expectations and build confidence from the first interaction.
• Establish and monitor onboarding health metrics, including time-to-launch, client activation rates, early churn signals, and 90-day satisfaction.
• Partner cross-functionally with sales and client success to ensure seamless handoffs before and after onboarding.
• Report onboarding performance metrics to leadership on a regular cadence, identifying friction points and proactively building solutions.
• Effectively present results, strategies, and client updates using tools such as PowerPoint or Google Slides.
• Contribute to special projects and cross-functional initiatives that move the business forward.
• Stay personally involved in onboarding new clients on an ongoing basis, translating hands-on delivery work directly into playbook improvements.

COMPETENCIES

• Demonstrates advanced administrator-level expertise in GoHighLevel (preferred), HubSpot, or comparable platforms — including pipelines, automation workflows, forms, integrations, and account configuration — and applies that fluency to build client environments that work from day one.
• Designs and continuously improves structured, repeatable client onboarding journeys that drive platform adoption, reduce time-to-value, and build the kind of early confidence that translates to long-term retention.
• Builds effective client-facing automation programs — including lead nurture sequences, review workflows, missed call text-back, and re-engagement campaigns — grounded in a strong understanding of SMB marketing strategy.
• Leads a small team with clarity, empathy, and accountability, investing in the growth of each team member while maintaining high standards for client delivery quality and consistency.
• Builds documented, scalable processes and playbooks that reduce variability, enable team growth, and capture institutional knowledge in a form that outlasts any individual contributor.
• Communicates with clients in a way that is professional, warm, and confidence-building — translating platform complexity into plain language across kickoff calls, training sessions, and written correspondence.
• Partners effectively with sales, client success, and division leadership to ensure seamless client handoffs and align the onboarding function with broader retention and revenue goals.
• Uses onboarding health metrics — including time-to-launch, activation rates, early churn signals, and 90-day satisfaction — to identify what's working, surface problems early, and prioritize team capacity and process improvements.
• Approaches the role with a bias toward action — proactively identifying gaps, building solutions without waiting to be directed, and taking accountability for outcomes rather than tasks.
• Bridges the gap between platform complexity and client comprehension, making it easy for non-technical SMB owners to understand, adopt, and champion the tools they've invested in.
• Stays current as CRM and marketing automation technology evolves, modeling BizIQ's Growth Mindset value by bringing new platform capabilities and best practices back to the team and client base.

EXPERIENCE AND EDUCATION

• Bachelor's degree in Marketing, Business, Communications, or a related field required.
• 3+ years of hands-on, advanced CRM platform experience required, including account configuration, automation workflow design, and integration setup.
• CRM platform certification or demonstrated administrator-level expertise (e.g., GoHighLevel, HubSpot, or similar) strongly preferred.
• 2+ years of experience leading or managing a small team in an onboarding, client success, or CRM implementation environment.
• Proven track record designing and delivering structured client onboarding experiences that drive adoption, reduce churn, and build long-term platform loyalty.
• Strong marketing knowledge — enough to guide SMB clients toward automation strategies that serve their actual business goals.
• Experience building CRM templates, automation workflows, and onboarding playbooks that standardize delivery across a team.
• Familiarity with CRM integrations including Zapier, Make, Stripe, calendar tools, and SMS/email providers.
• Experience working with SMB clients across home services, franchises, professional services, or healthcare verticals is a strong plus.
• Proficiency with onboarding and retention metrics, with the ability to build simple dashboards or reports that communicate client health and team performance to leadership.

BIZIQ TOTAL REWARDS - YOUR BENEFITS & PERKS

• Your Health: Medical, dental, and vision coverage for you and your dependents, plus life insurance, disability insurance, and company HSA contributions to keep you and your family protected.
• Your Future: 401(k) with company match, performance-based bonus opportunities tied to division ARR milestones, and a personal framework for setting and achieving your Financial, Professional, and Personal Goals.
• Your Growth: Access to BizIQ’s coaching and development ecosystem, including our Tell Me / Show Me / Let Me / Coach Me onboarding model, Employee Maturity Model career pathing, and ongoing leadership development support.
• Your Edge: Hands-on leadership of AI and automation tools integrated into your daily work, keeping you at the forefront of the fastest-evolving segment in SMB technology.
• Your Life: Generous PTO that grows with your tenure, floating holidays, paid parental leave, pet insurance, and our Employee Assistance Program — because life outside of work matters too.
• BizBucks: Our peer-to-peer recognition program where teammates celebrate each other’s wins with real rewards, including weekly prizes and gift cards.

PHYSICAL REQUIREMENTS

• Prolonged periods sitting at a desk and working on a computer.
• Prolonged periods attending or presenting on video calls with camera on.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential requirements.

COMMITMENT TO DIVERSITY

As an equal opportunity employer committed to a diverse and inclusive workplace, BizIQ values a staff reflective of our community. We hire talent at all levels, regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation, or disability. We actively foster inclusion within our company and in all interactions with clients, candidates, and partners.

Requirements: