Customer Onboarding Manager

Quo

3d•Hybrid

About The Position

We're looking for a Customer Onboarding Manager to join the team to help shape how we onboard customers at Quo. We're a remote-first company, but we'd like this role to be based in Toronto — we have a strong local presence there, and teammates who genuinely enjoy co-working days and building community in person. You'll work closely with New Business, Partnerships, and the rest of the CSM team to onboard Quo's SMB, franchise, and high-value customers. Long-term retention starts with activation, and this role sets the foundation for everything that comes after, so you'll be playing a foundational role in setting our customers up for success. You'll thrive here if you build relationships naturally and know how to adapt your approach to each customer's actual needs. Quo is product-led at its core. This isn't a traditional enterprise onboarding role built around rigid processes and scripted calls. You'll use usage signals, customer attributes and customer's goals to shape what each onboarding looks like — blending hands-on 1:1 work with scaled motions like webinars and in-app messaging, knowing when each one is the right tool. Success is ultimately measured by Net Revenue Retention and its key inputs — including activation and adoption. Your goal is to ensure customers move beyond surface-level usage, unlocking Quo's full capabilities to drive their business outcomes.

Requirements

You are curious, thrive in ambiguity, and have a bias for action.
You have 3–5+ years in a customer onboarding, implementation, or CSM role at a B2B PLG SaaS company, with a mix of complex and SMB accounts under your belt.
You've navigated multi-stakeholder onboarding — multiple layers, multiple definitions of success.
You have a strong experimental approach and you continuously improve your tactics based on learnings.
You're experienced in enabling customers on complex, technical settings. You are comfortable training the basics as well as going deep with integrations.
You are comfortable using Salesforce, Pocus, Amplitude, and similar CRM and data tools.
You are an active listener, who can easily translate customer needs and feedback into workflows and recommendations.
You have a data-led approach, tracking and reporting on both leading and lagging indicators.
You notice patterns, document feedback for opportunities, and act as the voice of the customer with Product, Marketing and Support.

Responsibilities

Own the end-to-end onboarding experience for SMB, Franchise corporate offices, Franchise owners, and high-value accounts — adjusting your approach based on the structure and complexity of each.
Educate and train new Quo customers on the product and ensure customers are setting it up to fit their business goals within their 30 days.
Lead 1:many onboarding sessions and weekly onboarding webinars to ensure various sizes of customers can access training.
Identify improvement opportunities to onboarding motions, playbooks and automations based on customer feedback and product usage data.
Work with Support, New Business and the Customer Success team to ensure qualifying accounts can access self-serve or human-led onboarding.
Project manage 10+ customer’s onboarding at various different stages.
Spot and document long-term adoption and expansion signals for Marketing and the CS team.
Continuously improve playbooks and automations for your segments based on your findings and customer feedback.
Have a close feedback loop with Customer Education, Lifecycle Marketing and Support to make sure the right self-serve resources exist and are shared at the right time with customers.
Monitor and report KPIs on your accounts to flag risks or opportunities.