Onboarding Manager

Conga•Boston, MA

1d•Hybrid

About The Position

As an Onboarding Manager, you will own the customer’s first experience with Conga, guiding new customers from purchase to first value with confidence, clarity, and technical credibility. This role blends consultative discovery, hands-on technical enablement, and relationship management to ensure customers are successfully configured, educated, and embedded in Conga’s broader ecosystem of support. Rather than delivering one-way demos, you will lead customers through a structured, outcome-driven onboarding journey, helping them configure their first use case, identify objectives, validate success, and establish a strong foundation for long-term adoption and ROI. The onboarding experience sets the tone for the entire customer lifecycle. In this role, you will directly influence: Time to First Value, Customer confidence and sentiment, Early adoption and product usage, Downstream support load and escalation risk, Renewal health and long-term retention. You will serve as the front line of trust between Conga and its customers, ensuring customers feel supported, informed, and set up for success from day one, while creating clean, actionable handoffs to Product Specialists, Customer Success Managers, and Support teams.

Requirements

Strong working knowledge of Conga’s solutions.
Comfort with Salesforce fundamentals (profiles, permission sets, connected apps, org setup).
Ability to support API client setup and troubleshoot common configuration issues.
Familiarity with integrations across CRM, CPQ, CLM, ERP, or adjacent systems.
A proactive mindset in expanding your own expertise.
Proven discovery and requirements-gathering expertise.
Ability to articulate value, outcomes, and ROI in customer-friendly language.
Confident facilitator for 1:1 and group onboarding sessions.
High emotional intelligence and patience with both technical and non-technical users.
Organized, process-driven, and comfortable managing multiple onboardings simultaneously.
Data-driven mindset with the ability to track outcomes and surface trends.
Strong written and verbal communication skills.
Continuous learner who stays current on product updates and best practices.

Responsibilities

Initiate customer discovery and review existing collateral to partner with historic customer insights and enrich data throughout the engagement.
Lead onboarding kickoff and discovery conversations to understand customer goals, pain points, and desired outcomes.
Capture and document initial use cases, success criteria, and ROI drivers using structured fields and objects.
Clarify implementation of ownership (Conga-led, partner-led, or customer-led) and confirm readiness and provisioning status.
Provide hands-on assistance with standardized processes to help customers validate their first end-to-end workflow to confirm real, usable value, establish clear milestones and expectations for the onboarding journey.
Troubleshoot common setup issues independently and partner with Technical Support engineers for advanced needs without passing the customer off to other teams.
Coach customers on change management best practices tied to their onboarding goals.
Embed customers into Conga’s ecosystem by introducing Community, Learning Center and additional key Conga resources.
Recommend additional training, enablement, or AMS services when appropriate.
Encourage early engagement with peer communities, user groups, or best-practice content to drive confidence and self-sufficiency.
Own onboarding service requests from start to successful completion.
Partner closely with Sales (AEs), Product Specialists, Technical Support, and Customer Success to ensure alignment and readiness.
Document configuration status, risks, customer goals, and learnings clearly in the systems of record so future account teams can easily reference.
Deliver a structured, value-based handoff to post-onboarding teams with context and clarity.
Host structured onboarding sessions (Welcome, Configuration, Validation, Go-Live Review).
Set clear next steps and success checkpoints between each stage.
Gather onboarding feedback (CSAT, NPS, surveys) and contribute insights to improve onboarding programs and playbooks over time.