Manager, Onboarding
About The Position
Comply is seeking a Manager, Onboarding to lead its Enterprise Onboarding Managers and deliver high-quality implementations for complex, high-value clients. The role involves developing the team, setting delivery standards and playbooks, advising senior client stakeholders, and overseeing the health of the onboarding portfolio, including capacity, quality, timelines, and escalations. The manager partners with Sales and Customer Success to ensure seamless handoffs and successful customer transitions. The position follows a hybrid schedule, with at least three days per week in either the Arlington, Virginia, or New York, New York office. Success in the first 90 days includes building rapport with the team, taking ownership of the active onboarding portfolio and its KPIs, establishing visibility into capacity and risks, running a steady operating cadence, and beginning at least one process, tooling, or template improvement.
Requirements
- At least 5 years of customer onboarding or implementation experience in B2B SaaS.
- 2–3 years of people management or formal team-lead experience.
- Experience drafting and managing Statements of Work, including scope definition, deliverable alignment, and cross-functional sign-off.
- Ability to manage complex, multi-workstream implementations and influence outcomes without direct authority.
- Experience building trusted-advisor relationships with senior client stakeholders, including C-suite and compliance leaders.
- Excellent communication and presentation skills across video, phone, and written channels.
- Exceptional organization and prioritization skills, including the ability to manage team capacity and competing priorities.
- Solid understanding of data configuration, templates, and upload specifications.
- Authorization to work for any employer in the United States; visa sponsorship or transfer is not available.
Nice To Haves
- Experience with Salesforce, GuideCX, Jira, or similar tools.
- Experience in compliance, RegTech, or financial services.
- A continuous-improvement mindset and comfort driving change through ambiguity.
Responsibilities
- Lead, coach, and develop Enterprise Onboarding Managers, driving accountability and maintaining high standards of client delivery.
- Oversee onboarding for high-value, complex accounts, ensuring concurrent implementations are consistent, high-quality, and minimally escalated.
- Advise senior client stakeholders and align onboarding outcomes with their business objectives.
- Draft and review Statements of Work for complex or non-standard engagements.
- Define scope, timelines, and success criteria, and partner with Sales and Customer Success before kickoff to ensure seamless handoffs.
- Identify risks early, lead escalations, and drive resolution across internal teams and client stakeholders.
- Monitor and report onboarding KPIs, including time-to-value, on-time completion, team capacity, and CSAT, using GuideCX; use insights to inform resourcing and process decisions.
- Improve onboarding processes, tools, and templates, including how the team uses GuideCX at scale.
- Ensure high-quality transitions to Customer Success through structured handoffs and success planning.
- Build rapport with the team, take ownership of the active onboarding portfolio and KPIs, establish an operating cadence, and initiate at least one process, tooling, or template improvement during the first 90 days.
Benefits
- Applicable bonus and benefit offerings are mentioned; specific benefits are not listed.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
