Job Summary:The Onboarding and Implementation Manager is responsible for owning and elevating the end-to-end onboarding experience for new customers, from post-sale through go-live and first value realization. This is a player/coach role that combines hands-on delivery with strategic leadership. The role is accountable for both executing onboarding and implementation projects directly with customers and for continuously improving how onboarding is delivered across the business. This role exists to bring onboarding to the next level. The Onboarding and Implementation Manager will identify opportunities for improvement, drive innovation across processes, systems, and content, and ensure customers are set up for success as quickly and efficiently as possible to maximize return on investment. Reporting to the Senior Director of Support and Professional Services, this role works cross-functionally with Sales, Customer Success, Support, Product, and Partners to deliver a consistent, high-quality onboarding experience at scale.Job Description:Key Objectives and ResponsibilitiesCustomer Onboarding and ImplementationOwn the onboarding experience for new customers, ensuring a smooth transition from sale to go-live.Act as a hands-on contributor, delivering technical implementation and product training directly with customers as needed.Ensure customers achieve first value as efficiently as possible, with a clear understanding of how the solution works and how it supports their goals.Create, manage, and execute onboarding plans that align customer objectives, technical requirements, and timelines.Gather, document, and validate customer technical needs and priority use cases.Monitor onboarding progress, identify stalled or at-risk accounts early, and take corrective action.Ensure onboarding and implementation projects are delivered on time and within agreed scope, proactively managing dependencies and constraints.Leadership and CoachingServe as a player/coach, providing guidance, mentorship, and support to team members assisting with onboarding delivery.Establish best practices, standards, and frameworks for onboarding and implementation.Ensure consistency and quality across all onboarding engagements, whether delivered internally or via partners.Strategy, Innovation, and Continuous ImprovementIdentify opportunities for improvement in onboarding processes, tooling, systems, and content, both incremental and transformational.Design and deliver changes that improve efficiency, scalability, customer experience, and time to value.Anticipate future onboarding volume and complexity by partnering with Sales to review pipeline and upcoming customer requirements.Evaluate and recommend system combinations, automation, or workflow improvements to support onboarding at scale.Knowledge, Content, and EnablementPartner with Support leadership to align onboarding materials with the broader knowledge base.Create and maintain a single, cohesive destination for customer onboarding and enablement resources.Leverage emerging technologies, including AI-driven tools and platforms, to enhance customer success and self-service.Ensure onboarding documentation is accurate, up to date, and tailored to customer needs.Partner and Cross-Functional CollaborationWork closely with onboarding partners who deliver onboarding on behalf of the business, ensuring quality standards and customer outcomes are met.Define expectations, onboarding frameworks, and success criteria for partner-led onboarding engagements.Collaborate with Sales, Customer Success, Support, and Product teams to ensure alignment, shared ownership, and consistent customer messaging.Surface insights from onboarding that can inform product improvements, cross-sell opportunities, and customer success strategies.Reporting, Visibility, and Risk ManagementProduce and deliver weekly/monthly reporting to leadership on onboarding activity.Provide clear visibility into all active projects, including current status, key milestones, and expected completion timelines.Highlight projects tracking as expected, alongside those at risk or showing early warning indicators.Define, track, and execute mitigation tactics for identified risks, with clear ownership and follow-through.Escalate material risks to leadership in a timely manner with clear context and recommended actions.Use reporting insights to inform strategic decisions, process improvements, and onboarding capacity planning.Qualifications5+ years of experience in onboarding, implementation, professional services, or customer success within a SaaS or technology environment.Strong hands-on experience with implementations and customer-facing delivery.Demonstrated ability to lead through influence in a player/coach or informal leadership capacity.Proven experience improving or scaling onboarding processes.Solid understanding of marketing automation concepts, marketing flows, lead generation, and sales processes.Strong project management skills with the ability to manage multiple customers and initiatives simultaneously.Experience working with SaaS platforms, system integrations, and technical configurations.Proficiency with CRM systems, Microsoft Dynamics preferred.Working knowledge of technical concepts including firewalls, SSL certificates, DNS records, CNAMEs, SPF, databases, plugins, and SQL queries.Comfortable presenting to and working with stakeholders at all levels of an organisation.Strong written and verbal communication skills.Highly self-directed, proactive, and solutions-oriented.Bachelor's degree in a relevant field strongly preferred.What Success Looks Like in This RoleCustomers consistently reach first value faster and with higher satisfaction.Onboarding processes are more scalable, efficient, and measurable.Clear, high-quality onboarding materials and knowledge resources exist in one place.Strong alignment exists across Sales, Support, Customer Success, and Partners.Onboarding is viewed as a strategic differentiator, not just a delivery function.Worker Type:RegularNumber of Openings Available: 1