Manager, Onboarding & Training

Raken•Carlsbad, CA

7d•Hybrid

About The Position

Raken is a cloud-based mobile collaboration platform for the construction industry. The Manager, Onboarding & Training leads a team of six Onboarding & Training Specialists and owns the customer onboarding experience, helping new customers get live, adopt the product, and achieve long-term success. The role combines people leadership, process design, and hands-on technical expertise. The manager coaches the team through complex implementations, establishes customer training standards, and partners with Sales, Account Management, Product, and Customer Success leadership to improve time-to-value, adoption, and retention. The position reports to the VP of Customer Success. It is hybrid, with candidates near Carlsbad, California expected to work from the office one to two times per week. This is an exempt position.

Requirements

At least five years of experience in SaaS onboarding, implementation, or customer-facing roles.
At least two 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 improvements in time-to-value, adoption, or retention.
Strong technical aptitude, including comfort with integrations, configuration, and data and reporting workflows.
Excellent written and verbal communication skills, including the ability to lead executive-level customer meetings and escalations.
Strong presentation and training skills, with the ability to coach others to deliver effective training.
Data-driven approach and comfort setting KPIs, building reports in Salesforce or similar systems, and acting on the results.
Highly organized, with the ability to oversee dozens of concurrent onboarding projects across the team.
Positive, hands-on leadership style, high standards, and a collaborative approach.

Nice To Haves

Experience in construction technology or working 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 curricula, 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 deliver ongoing training to customers purchasing 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 trained on new releases.
Report onboarding performance and trends to Customer Success leadership.