Manager, Onboarding - ATX

Luxury Presence•Austin, TX

5d•$95,000 - $105,000•Onsite

About The Position

Luxury Presence is seeking a Manager of Onboarding to join their Client Success team. This role is responsible for leading the team that manages the client journey from kickoff through website or app launch, ensuring a positive and efficient onboarding experience. The Manager will focus on developing and coaching individual contributors, driving performance against key metrics, and fostering a team culture of accountability and growth. Success in this role requires strong operational skills, a client-centric approach, and effective leadership. The Manager of Onboarding will oversee the entire client onboarding process, from initial contact to final launch. This includes leading a team of Onboarding Individual Contributors, monitoring critical performance indicators such as launch volume, time to launch, customer satisfaction (CSAT), and pre-launch churn. The role involves managing client escalations, driving continuous improvement in onboarding efficiency, and collaborating with various departments like Product Fulfillment, Sales, Client Success, and Engineering to streamline processes and gather feedback. Additionally, the Manager will be responsible for the onboarding of new team members, ensuring they reach full productivity within 90 days, and utilizing data to identify and address workflow gaps and maintain documentation. A key aspect of the role is leading high-impact projects each quarter aimed at enhancing onboarding efficiency and client experience.

Requirements

3+ years in a client-facing operations, onboarding, or implementation role
1+ years managing and leading a team in a metrics-driven environment
A proven track record of hitting team targets and improving performance over time
Experience working cross-functionally in a fast-moving, high-growth company
Comfort building and tracking KPIs in spreadsheets or BI tools
Familiarity with CRM and project management tools — and a track record of learning new systems quickly
A high bar for quality and a bias for action when things aren't working
Coaching people — you know how to develop ICs, not just manage them, and your team grows faster because of it
Reading metrics quickly and knowing what they're telling you about your team, your clients, and your processes
Staying calm under pressure and making clear decisions even when the picture isn't fully formed
Turning frustrated clients into retained ones through empathy, directness, and follow-through
Building cross-functional trust — other teams want to work with you because you close the loop and do what you say
Communicating clearly up, down, and sideways — your team always knows where they stand and what's expected
Documenting as you go — you leave things better than you found them and your team doesn't have to guess how things work
Modeling LP values in how you show up every day, especially when it's hard

Responsibilities

Leading and developing a team of Onboarding ICs who manage the client journey from kickoff through website or app launch
Running structured bi-weekly 1:1s, delivering actionable feedback, and building personalized development plans for each IC
Monitoring key metrics daily — launch volume, time to launch, CSAT, and Pre-Launch Churn MRR — and taking proactive action when something is off
Managing client escalations with urgency and good judgment, knowing when to step in directly and when to coach your team through it
Driving quarter-over-quarter improvement in backlog age, time to launch, and pre-launch churn
Partnering cross-functionally with Product Fulfillment, Sales, Client Success, and Engineering to eliminate handoff friction and close feedback loops
Owning the new hire experience — delivering a structured 30/60/90 onboarding plan that drives new ICs to full productivity by Day 90 or sooner
Using data to identify workflow gaps, drive process improvements, and maintain clear internal documentation
Leading or contributing to at least one high-impact project per quarter that advances onboarding efficiency or client experience