High-Touch Onboarding Manager

High-Touch Onboarding Manager (IC)

Internal Minimum Qualification Details

Must-Have Qualifications

1-3 years in SaaS customer-facing roles (Onboarding, CS, Sales Engineering, Implementation).

Proven experience managing structured onboarding programs (3-6 session journeys or similar).

Comfortable running 20-25 customer meetings/week.

Comfortable managing 20-30 concurrent onboarding accounts, each in different phases.

Strong consultative communication skills and executive-level presence.

Fluent English (C1 spoken minimum).

Strong organization: follow-ups, documentation, tracking milestones, and internal coordination.

Can operate effectively in cross-functional environments (Sales, AM, GTME, Support) where priorities shift.

Nice-to-Have Qualifications

Experience in sales-led SMB onboarding motions.

Experience onboarding customers to GTM / revenue tools and workflows (prospecting, account expansion, recruiting).

Strong habit of pre-call research and adapting sessions to customer context.

Experience navigating product/engineering/support channels to unblock complex questions.

Experience reducing onboarding friction/escalations through process improvements.

Required Operational Fluency

Able to maintain a clean onboarding rhythm: handoffs ? research ? sessions ? follow-ups ? milestones ? activation.

Comfortable documenting progress and activation milestones consistently.

Can align onboarding plans to customer jobs-to-be-done (goal-led activation vs feature tours).

Can manage multiple threads and maintain momentum without dropping accounts.