Onboarding Manager

Affinity.co • San Francisco, CA

18d • $55,000 - $94,000 • Hybrid

About The Position

As an Onboarding Manager, you’ll play a critical role in implementing Affinity for leading Venture Capital and Private Equity firms. You’ll guide customers through onboarding—from kickoff to go-live—ensuring a smooth, organized, and impactful start that sets them up for long-term success. This role blends project management, client education, and consultative delivery. You’ll manage up to 20 concurrent onboarding projects—each typically 4–6 weeks in duration—working closely with senior team members and cross-functional partners to ensure every implementation stays on track, on time, and aligned to the project plan.

Requirements

• 2–4 years of experience in SaaS onboarding, implementation, customer success, or project management
• Strong project management discipline: you naturally track deliverables, anticipate dependencies, and know when to escalate
• Excellent organizational skills with a system for managing 20 concurrent projects without dropping details
• Client-facing polish: you can lead a kickoff with a Managing Partner, then train a junior analyst—adapting your style to the audience
• Bias toward action: when issues arise, you proactively reach out, offer solutions, and escalate when needed
• Change management instincts: you help customers adopt new technology by anticipating resistance and celebrating early wins
• Technical aptitude: comfortable learning software quickly and troubleshooting basic technical issues

Nice To Haves

• knowledge of Private Capital (Venture Capital, Private Equity, investment workflows)
• familiarity with CRM platforms (Salesforce, HubSpot)
• experience working with financial services clients
• Bachelor's degree or equivalent experience

Responsibilities

• Own 15-20 concurrent customer implementations from kickoff to go-live
• Manage a structured 4–6 week onboarding process for each customer: kickoff, data migration, configuration, training, go-live, and handoff to Customer Success
• You'll be assigned to a specific customer tier (Cohort, Silver, Gold, or Platinum) which determines your engagement model and touchpoint cadence
• Spend ~60% of your time on customer-facing work (calls, training, support), ~30% on project coordination, and ~10% on strategic initiatives (refining playbooks, building templates)
• Translate customer workflows into Affinity configurations
• Conduct discovery to understand how each firm manages deal flow, tracks relationships, and reports to stakeholders
• Configure Affinity to match their processes: build custom fields, set up pipeline stages, establish automations, and define user permissions
• Tailor implementations based on firm type—a seed VC tracking hundreds of early conversations needs different setup than a PE firm managing 20 active deals
• Keep implementations on track and proactively address risks
• Monitor daily: Are customers completing pre-work? Are integrations on schedule? Are there blockers?
• Identify risk signals early (low engagement, delayed data exports, scope creep) and take corrective action before they impact go-live timelines
• Maintain <10% variance from planned timelines by managing dependencies and customer expectations
• Drive adoption through hands-on training and enablement
• Lead role-based training sessions: admins learn configuration and reporting; end users learn daily workflows (logging meetings, updating deals, finding warm intros)
• Use a "show, do, review" approach—demonstrate features, guide customers through exercises, and answer questions in real time
• Goal: 80%+ of users actively using Affinity within the first week post-launch
• Coordinate cross-functionally to deliver smooth implementations
• Partner with Integrations Engineering on complex data migrations and API setups
• Conduct Transition Calls with Customer Success Managers 1-2 weeks pre-launch, sharing detailed context on goals, stakeholders, configuration decisions, and expansion opportunities
• Run Launch Validation sessions post-go-live to confirm everything works and troubleshoot day-one issues
• Flag product gaps and customer feedback to Product team
• Handle configuration, data imports, and user setup
• Build customer instances: create custom fields, configure workflows, set up automations, establish permissions
• Manage data imports from legacy systems (CRMs, spreadsheets) and troubleshoot common issues like duplicates and mismatched fields
• Set up user accounts and ensure everyone can log in before training begins
• Contribute to continuous improvement
• Share patterns from your implementations to refine onboarding playbooks, training materials, and processes
• Occasionally support strategic projects like piloting new training formats or building tier-specific templates

Benefits

• We live our values: As owners, we take pride in everything we do. We embrace a growth mindset, engage in respectful candor, act as playmakers, and "taste the soup" by diving deep into experiences to create the best outcomes for our colleagues and clients.
• Health Benefits: We cover your medical, dental, and vision insurance premiums with comprehensive PPO, HDHP and HMO options (in CA), and offer flexible personal & sick days to support your well-being.
• Retirement Planning: We offer a 401(k) plan to help you plan for your future.
• Learning & Development: We provide an annual education budget and a comprehensive L&D program.
• Wellness Support: We reimburse monthly for things like home internet, meals, and wellness memberships/equipment to support your overall health and happiness.
• Team Connection: Virtual team-building activities and socials to keep our team connected, because building strong relationships is key to success.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees