Customer Onboarding Manager

Skimmer

75d

About The Position

The position involves owning the complete onboarding journey for new customers, designing and executing scalable onboarding processes that drive rapid software adoption, and conducting personalized onboarding sessions, training calls, and product demonstrations. The role requires creating customized success plans for each customer based on their business needs, monitoring customer progress, and proactively addressing barriers to adoption. Ensuring customers achieve key activation milestones within their first 30 days is also a critical aspect of the job. Additionally, the role includes building strong, trust-based relationships with pool service professionals, providing exceptional customer service and technical support, and communicating regularly with customers through various channels. Continuous improvement of onboarding processes, developing onboarding resources, and tracking onboarding metrics are essential responsibilities. The position also focuses on driving customer activation, identifying at-risk customers, and facilitating smooth handoffs to the ongoing customer success team.

Requirements

• Experience in customer onboarding, customer success, or account management
• Proven track record of managing high-volume customer relationships (20+ accounts)
• Experience with SaaS platforms and software adoption strategies
• Strong background in customer-facing roles with emphasis on education and training
• Demonstrated independence in managing customer projects and relationships
• Exceptional communication skills (verbal, written, and presentation)
• Ability to explain technical concepts to non-technical users
• Strong organizational skills with ability to manage multiple customer journeys simultaneously
• Problem-solving mindset with proactive approach to customer challenges
• Proficiency with CRM systems, customer success platforms, and productivity tools

Nice To Haves

• Experience in B2B SaaS onboarding or implementation roles
• Background in service industry or small business software
• Knowledge of pool service industry (a plus, but not required)
• Experience with customer success metrics and analytics tools
• Project management or process improvement experience

Responsibilities

• Own the complete onboarding journey for new customers
• Design and execute scalable onboarding processes that drive rapid software adoption
• Conduct personalized onboarding sessions, training calls, and product demonstrations
• Create customized success plans for each customer based on their business needs
• Monitor customer progress and proactively address barriers to adoption
• Ensure customers achieve key activation milestones within their first 30 days
• Serve as the primary point of contact for new customers during their critical first month
• Build strong, trust-based relationships with pool service professionals
• Provide exceptional customer service and technical support throughout the onboarding process
• Communicate regularly with customers via phone, email, video calls, and in-app messaging
• Gather customer feedback and relay insights to product and engineering teams
• Continuously improve onboarding processes to maximize efficiency and customer outcomes
• Develop and maintain onboarding resources, templates, and documentation
• Create scalable training materials and self-service resources
• Track and analyze onboarding metrics to identify areas for improvement
• Collaborate with cross-functional teams to enhance the customer experience
• Drive customer activation and ensure customers realize value quickly
• Identify at-risk customers and implement retention strategies
• Facilitate smooth handoffs to the ongoing customer success team
• Maintain detailed customer records and progress tracking in CRM systems

Benefits

• Competitive base pay + bonus potential
• Generous medical, dental, and vision plans (we pay 100% of your premium and 50% of your dependents’)
• Fantastic culture with a very strong eNPS- we work hard, celebrate wins, and learn as we go to always be improving to benefit our customers.
• Immediate access to 401(k) with company match
• Flexible PTO (MINIMUM of 10 days required every year)
• 12 weeks paid parental leave for birthing parent, 6 weeks paid leave for supporting partner
• Remote work friendly
• Comprehensive learning and development budget
• A manager dedicated to your development

What This Job Offers

• Job Type: Full-time
• Number of Employees: 11-50 employees