Onboarding Manager (Client Services)

WITCO•Dallas, TX

6d•Remote

About The Position

As the Onboarding Manager at Real Geeks, you will lead, coach, and develop a team of Onboarding Advisors responsible for helping customers successfully launch and adopt the Real Geeks platform. You'll report to the Director of Onboarding, Training & Engagement and serve as the operational anchor of the department, driving KPIs, keeping advisors unblocked, handling client escalations when needed, and ensuring every new customer gets the momentum and support they need to succeed. This role is built for someone who cares about people, process, and performance. The right person will be detail-oriented, competitive in the best way, comfortable interpreting data, and motivated by helping a team win measurable outcomes. This is not a passive management role. The Onboarding Manager will be expected to understand the onboarding process deeply, identify process gaps, coach team members, listen to calls, recognize training needs, and help drive stronger results across implementation, early retention, and customer engagement.

Requirements

3+ years of people management experience leading onboarding, customer success, or customer facing teams.
Direct experience in real estate or real estate technology preferred. You understand how agents and teams work, what they need, and what frustrates them.
Strong operational instincts and the ability to keep a fast-moving team organized and focused.
Experience reading data, identifying trends, forecasting risk, and making decisions rooted in numbers.
Ability to de-escalate frustrated clients with professionalism and confidence.
Comfort working in a high-speed SaaS environment with constantly evolving processes.
Excellent written and verbal communication skills.
A servant-leadership approach: you lead by lifting others up, blending accountability with encouragement to help people do their best work.

Nice To Haves

HubSpot experience is a nice-to-have, not a requirement.

Responsibilities

Lead and develop a team of 6–10 Onboarding Advisors, ensuring high performance, accountability, and consistent customer experience.
Oversee day-to-day onboarding operations, ensuring advisors follow the correct process for all clients, and that all clients have an exceptional experience.
Monitor advisor pipelines daily to ensure customers stay on track and milestones hit on schedule.
Jump into client-facing escalations when needed with calm, clarity, and efficiency
Identify operational bottlenecks and optimize processes to increase advisor capacity and speed-to-value.
Forecast implementation and churn trends using historical data and advisor performance insights.
Partner closely with Training, Support, MLS, and Engagement teams to ensure a seamless cross-departmental customer experience.
Maintain accurate data across HubSpot, Arrows, Metabase, and internal tracking tools
Drive continuous improvement, remove roadblocks, and introduce better workflows, templates, and playbooks as the onboarding program evolves.
Own or contribute to the improvement of key onboarding metrics, including: Implementation speed, NPS/CSAT, Early churn, eNPS
Demonstrate a commitment to our core values