Manager of Customer Onboarding

ROLLER•Austin, TX

About The Position

The Manager of Customer Onboarding bridges the gap between technical onboarding and customer value. This role will lead one of our AMER-based Training & Implementation teams to deliver a cohesive onboarding and training experience that promotes strong product adoption through technical implementation, platform configuration, and integrations for new customers. This leader will oversee daily operations, performance, and development of the team, focusing on creating a best-in-class onboarding experience, driving process efficiencies, and developing omni-channel training strategies. They’ll also build close relationships with strategic accounts, ensuring ROLLER exceeds onboarding expectations and sets a course for long-term success and value.

Requirements

Experience: Minimum 2+ years in a Customer Onboarding leadership role with a proven track record of meeting KPIs. Enterprise customer experience is a plus.
Education: MBA or related graduate degree preferred; technical undergrad and relevant certifications are a plus.
Industry Knowledge: Strong understanding of software, subscription, and renewal-based business models; experience with B2B customer success focused on onboarding, product adoption, and technical implementation
Communication & Relationship Building: Exceptional communication skills for C-level interactions and relationship development.
Analytical & Goal-Oriented: Strong analytical and project management skills to drive business growth through data-driven strategies.

Nice To Haves

Preferred: Background in family attractions or entertainment venues.

Responsibilities

Leadership & Strategy: Build, lead, and foster a culture of customer centricity and high-performance.
Customer Value & Engagement: Add value to customer relationships through direct engagement and proven approaches, driving desired customer outcomes.
Onboarding Journey Optimization: Design and implement scalable onboarding processes to shorten time-to-value, improve product adoption levels, and enhance customer training experiences.
Metrics & Reporting: Define and track performance metrics and KPIs at both team and account levels, ensuring performance visibility and accountability.
Product Adoption: Increase product adoption through the development of onboarding resources, including scalable training materials and videos.
Cross-Functional Collaboration: Work with Sales and Customer Success to optimize customer hand-offs, increasing onboarding efficiencies and eliminating customer effort.
Relationship Management: Guide team members in maintaining and enhancing customer relationships, with hands-on involvement in key accounts.
Cross-Functional Customer Programs: Lead key Customer Programs requiring collaboration across departments like Sales, Customer Success, Support, and Product.

Benefits

Attractive compensation package and benefits.
You get to work on a category-leading product that customers love in a fun, high-growth industry! Check our Capterra and G2 reviews.
Paid time off (PTO), Sick days, and US holidays.
4 ROLLER Recharge days per year (When we hit our goals each quarter, we take a well-earned day off together to relax, recharge, and celebrate our wins).
16 weeks paid Parental leave for primary carers and 4 weeks paid Parental leave for secondary carers.
100% paid Medical Insurance for US Employees.
401(k) Plan with a 100% match on contributions up to 5%.
Engage in our ‘Vibe Tribe’ - led by our team members; you can contribute to company-wide initiatives directly. Regular events and social activities, fundraising & cause-related campaigns... you name it. We're willing to make it happen!
Team Member Assistance Program to proactively support our team's health and well-being, access to coaching, education modules, weekly webinars, and more.
Work with a driven, fun, and switched-on team that likes to raise the bar in all we do.
Individual learning and development budget plus genuine career growth opportunities as we continue to expand!