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Manager of Customer Onboarding

Enumerate

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Award-winning community management software for property managers and associations.

$4.9M total funding raised· Backed by Mercia Asset Management, Scottish Equity Partners
$90k - $110kFULL TIMERemote · US145 employeesPosted Aug 27
team leadershipproject managementsaas onboardingcustomer successcommunicationmentoringperformance metricsrelationship buildingprocess improvementcross-functional collaboration

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Enumerate is looking for a Manager of Customer Onboarding to join our team!

The Manager of Customer Onboarding is a "player-coach" role that combines managing a team of onboarding specialists with directly supporting onboarding efforts for a limited number of clients. This role ensures the team meets performance goals while maintaining a personal connection to the onboarding process. The ideal candidate is an empathetic leader, organized project manager, and excellent communicator passionate about customer success. This is a remote role within the United States - candidates must be comfortable working EST hours.

Responsibilities:

  • Lead, mentor, and develop a team of onboarding managers to meet performance and quality goals.
  • Conduct regular 1-on-1s and team meetings to provide guidance, share best practices, and address challenges.
  • Monitor team performance metrics and provide feedback to ensure continuous improvement.
  • Oversee the onboarding process, ensuring smooth transitions and timely achievement of key milestones.
  • Manage a reduced portfolio of onboarding projects to stay connected to the customer experience and model best practices for the team.
  • Act as an escalation point for complex onboarding challenges, collaborating with other teams to resolve issues.
  • Drive process improvements to enhance efficiency and customer satisfaction and to reduce the time needed to successfully onboard clients
  • Partner with cross-functional teams such as Sales, Product, and Customer Success to align efforts and ensure a seamless client experience.
  • Report on onboarding metrics, team performance, and process improvements to leadership.

Requirements:

  • 3-5 years of experience in SaaS onboarding, implementation, or similar roles, with at least 1 year in a leadership or supervisory capacity.
  • Strong project management skills and ability to manage priorities effectively.
  • Excellent communication and relationship-building skills.
  • Bachelor’s degree preferred but not required.

 

The pay range is inclusive of base salary plus any applicable bonuses or commissions.

Total compensation pay range (annual salary):$90,000—$110,000 USD