Customer Onboarding Manager - North America

Leapsome•New York, NY

6d•Hybrid

About The Position

As a Customer Onboarding Manager, you will play a key role in helping our customers unlock the full value of Leapsome’s People Enablement and HRIS platform from day one. You’ll guide our customers through the initial setup and configuration of the platform, ensuring a seamless technical implementation and adoption experience. You’ll be responsible for managing onboarding projects from kick-off through to successful handover, working closely with HR and People teams, IT stakeholders, and senior managers at our client organizations. You will act as a trusted partner — delivering implementation support, driving admin engagement, and educating customers on best practices for setting up and using Leapsome. You may also deliver training sessions, especially for managers, to ensure confidence and clarity in using the platform. This role requires a mix of technical problem-solving, project management, and stakeholder engagement. You’ll regularly harness AI-powered tools to deliver scalable and personalized onboarding experiences, create implementation resources, and identify opportunities to improve internal onboarding processes.

Requirements

Depending on your entry level, you have between 2 - 4 years + of experience in a customer-facing onboarding, implementation, support, or customer success role, preferably in B2B SaaS
You are fluent in English
You have strong project management skills, having a track record of leading implementations involving multiple stakeholders is a plus
You’re an excellent communicator — clear, empathetic, and confident in working with both HR/People teams and technical audiences
You have a solid technical understanding and are comfortable navigating integrations, data imports, and troubleshooting configuration issues
You are organized and proactive, able to manage several onboarding projects at once while maintaining high attention to detail
You are comfortable delivering trainings to both small and large audiences, especially to help managers understand and adopt new tools
You are curious and excited about using AI tools to enhance your workflows and drive scalable impact
You enjoy creating self-service resources (e.g. videos, templates) and thinking about how to optimize processes
You’re a team player who thrives in a fast-paced, collaborative environment and are eager to contribute to and be part of global team
You have a proven track record of closing complex sales cycles and driving new business revenue
You excel at communication - asking the right questions to understand a customer’s needs and decision-making process quickly, and working with the customer to generate value for them
You are passionate about the future of work and you want to join us in building an exceptional team and company to have a real impact in this space
You are heavily aligned with our company values

Nice To Haves

You have previous experience in HR tech
You have a passion for coding/writing scripts and/or for interpreting data

Responsibilities

Leading the technical onboarding of new customers for both Leapsome’s People Enablement and HRIS
Project managing implementation timelines across multiple accounts simultaneously
Collaborating with customer stakeholders to tailor platform configurations to their workflows
Troubleshooting setup issues and coordinating with Product and Support teams where needed
Collaborating with your colleagues from Sales and Customer Success to achieve the best outcomes for our customers
Continuously improving onboarding processes by contributing to scalable content (e.g. guides, videos, templates)
Leveraging AI tools to personalize training materials and improve efficiency
Providing a smooth transition to Customer Success post-onboarding

Benefits

Impact: Become part of a fast-growing scale-up taking over the People Performance & Enablement space by making work fulfilling for more than two million people by 2025
Teammates: Join a diverse and international team of talented, smart, and kind people
Feedback and recognition: We value feedback exchange and celebrating successes — big and small
Hybrid model: Enjoy our hybrid model by working from home or in our office (2 days per week) with a comfortable work-from-home budget
Flexible work: Experience a work-life balance with flexible hours and the option of working remotely within the USA for up to 2 months per year
Vacation: Take 30 vacation days every year, plus public holidays
Parental leave: Up to 6 weeks of 100% paid parental leave and an additional 6 weeks of paid leave for the birthing parent
Competitive package: Competitive salary, benefits, and a pre-IPO equity package
Financial wellness: Employer-sponsored 401(k), plus access to Origin, a financial wellness tool for your financial planning, advising, and support
Health care: Robust medical, dental, vision, and life and disability insurance plans. Additional perks include One Medical, telehealth services, and access for employees and dependents to a healthcare advocacy team.
Mental health: Access to 1:1 therapy sessions via our mental health partner, plus company workshops and learning pathways on topics like mindfulness and digital wellness
Wellness: Stay active and healthy with our company-sponsored wellness benefits
Learning and development: Develop your skills with a $2,000 annual development budget and dedicated time for learning
Commuter benefits