Senior Manager, Customer Onboarding

About the role

This senior manager position leads the end‑to‑end onboarding experience for mid‑market and enterprise customers in a fast‑scaling SaaS environment. You will build and guide a high‑performing onboarding team, ensuring rapid time‑to‑value and long‑term success while acting as a bridge between Sales, Product, Customer Success and Support.

Key responsibilities

• Lead, mentor and develop a team of Customer Onboarding Managers.
• Design and continuously improve scalable onboarding frameworks for different customer segments.
• Oversee the full onboarding lifecycle, ensuring clear communication and successful product adoption.
• Collaborate closely with Sales, Product, Customer Success and Support to deliver a seamless experience.
• Monitor onboarding KPIs, customer feedback and operational metrics to drive process optimisation.
• Conduct training and enablement sessions for onboarding teams.
• Work directly with customers to tailor onboarding approaches and identify upsell opportunities.

Required profile

• 5+ years of experience in customer success, account management, onboarding or related SaaS roles.
• 3‑5 years of people‑management experience with a proven track record of developing high‑performing teams.
• Demonstrated ability to design and improve onboarding or implementation processes in a SaaS setting.
• Strong communication and interpersonal skills to build trusted relationships with clients and internal stakeholders.
• Data‑driven mindset with the ability to analyse KPIs and translate insights into actionable improvements.

Required skills