Manager, Onboarding

Ontra

7d • $124,000 - $186,000 • Remote

About The Position

Ontra is seeking a Manager, Onboarding to join our growing Client Onboarding team.
We’re looking for someone excited to lead and inspire a team of high-performing Onboarding Managers, drive the evolution of a data-driven onboarding process, and foster cross-functional collaboration to accelerate customer success and seamlessly integrate new product launches.
If you are a strategic, analytical leader passionate about building scalable onboarding programs and empowering teams, we’d love to get to know you!

Requirements

• Experience: 7+ years of professional experience, with at least 3 years in a similar role such as Manager or Lead in Customer Onboarding.
• Systems & Operational Mastery: Extensive experience with Gainsight, ChurnZero, or Totango for building playbooks, configuring health scores, and driving team adoption of a centralized "Source of Truth" system.
• CRM Proficiency: Advanced knowledge of Salesforce or a similar CRM platform to manage sales handoffs and ensure data integrity throughout the customer lifecycle.
• Process Engineering: Proven ability to map and automate complex workflows, translating them into repeatable and efficient internal processes.
• New Product Introduction: Experience in developing onboarding strategies for new product launches, particularly focusing on "Time to First Value" (TTFV) and specialized implementation tracks.

Responsibilities

• Team Leadership: Guide and develop a high-performing team of Onboarding Specialists, focusing on skill enhancement and professional growth.
• Data-Driven Evolution: Transform the onboarding function by leveraging data insights to improve performance and integration across various business functions.
• Cross-Functional Collaboration: Work closely with different departments to streamline onboarding processes and support seamless integration of new product launches.
• Customer Success Acceleration: Develop strategies to reduce customers' time-to-value.
• Complex Scenario Guidance: Provide support and solutions for complex onboarding situations, ensuring effective problem resolution and customer satisfaction.
• Enablement and Training: Identify and address skill gaps by providing targeted training and resources to the team for continuous improvement.

Benefits

• Remote-first by design, with regular in-person gatherings and hub spaces in NYC, Santa Barbara, and London
• Twice yearly team offsites for in-person collaboration
• Paid flexible time off policy
• Paid parental leave and benefits
• Employer-supported retirement contributions, varying by country
• Monthly phone and internet reimbursement
• Pick Your Perk stipend to spend on what matters most to you, from well-being and gym memberships, to home office setup, student loans, pet care, and more
• Company-sponsored LinkedIn Learning accounts, department budgets for professional development, and robust onboarding program
• Various options for medical, dental, and vision insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed