Manager, Onboarding & Training

Raken, Inc.•Carlsbad, CA

7d•Hybrid

About The Position

Raken is seeking a Manager, Onboarding & Training to lead its team of six Onboarding & Training Specialists and own the customer onboarding program. The role focuses on getting new customers live, driving adoption, and establishing the conditions for long-term customer success and retention. It combines people leadership, process design, and hands-on technical expertise. The manager coaches the team through complex implementations, sets standards for customer training, and works with Sales, Account Management, Product, and Customer Success leadership to improve time-to-value, adoption, and retention. The role reports to the VP of Customer Success. It is hybrid, with candidates near Carlsbad, California expected to be able to work from the office one to two days per week. This is an exempt position.

Requirements

At least 5 years of experience in SaaS onboarding, implementation, or customer-facing roles.
At least 2 years of direct management experience leading onboarding, implementation, training, or customer success professionals.
A track record of building or scaling an onboarding program with measurable gains in time-to-value, adoption, or retention.
Strong technical aptitude, including comfort with integrations, configuration, and data/reporting workflows.
Excellent written and verbal communication skills, including the ability to lead executive-level customer meetings and escalations.
Strong presentation and training skills, and the ability to coach others to deliver effective training.
Data-driven approach, with experience setting KPIs, building reports in Salesforce or a similar system, and acting on findings.
Strong organizational skills and the ability to oversee dozens of concurrent onboarding projects across the team.
A positive, hands-on leadership style, high standards, and a collaborative approach.

Nice To Haves

Experience in construction technology or with field-based customers.
Spanish fluency.
Excel macro or automation experience.

Responsibilities

Lead, coach, and develop a team of six Onboarding & Training Specialists through weekly one-on-ones, call reviews, and clear career paths.
Set individual and team goals, manage performance, and hold the team accountable to measurable outcomes.
Balance workloads and assign new customers based on segment, complexity, and team capacity.
Handle escalations and complex implementations as a senior technical and customer-facing resource.
Own the end-to-end onboarding process, from sales handoff and kickoff through full adoption during the first 90 days.
Build and continually improve onboarding playbooks, training curriculum, and templates for each customer segment and product.
Define and report onboarding KPIs, including time-to-first-value, time-to-live, 90-day adoption, onboarding CSAT, and early churn.
Drive automation and tooling improvements, including Salesforce, Excel macros, and in-app guides, to scale the team and support new customers.
Partner with Sales on clean handoffs, accurate scoping, and realistic customer expectations.
Partner with Account Management to provide ongoing training to customers adopting new products or adding team members.
Identify at-risk new customers early and lead mitigation plans with Account Management.
Bring customer feedback to leadership and keep the team informed and trained on new releases.
Report onboarding performance and trends to Customer Success leadership.