Team Manager, Customer Onboarding

Skimmer • Austin, TX

18h • Remote

About The Position

Skimmer is on a mission to modernize the pool and spa service and repair industry. It is a private equity-backed company with over 6000 customers using its pool service platform. Skimmer has been recognized on the Inc. 5000 list, Deloitte Fast 500, Built In Austin's Best Startups, and Austin's Best Places for Working Parents. The company values customer success, humble and diverse teams, urgency in driving results, and transparent communication. This role reports to the VP, Customer Success and Support and involves leading a small team of 3 Customer Onboarding Managers. The team specializes in managing onboarding for new and existing client engagements, particularly for Skimmer’s larger and more complex SMB clients. This position combines leadership with hands-on customer implementation success, with accountability for team performance, digital-led/tech touch process scalability, and customer activation rates. The goal is to ensure every new pool professional starts strong with Skimmer, directly influencing customer retention, product adoption, and long-term business growth across a nationwide customer base.

Requirements

• Progressive contributor and demonstrated hands-on team leadership experience in small to mid-size customer onboarding, implementation, or customer success with B2B SaaS solutions.
• Proven success developing onboarding and everboarding strategies at scale and executing hands-on client implementations.
• Strong communication and presentation skills — able to translate technical workflows into business value for non-technical audiences.
• Comfort with CRM systems (Hubspot), project management tools, AI-forward tools like Intercom (Fin), and customer success analytics platforms.
• A collaborative and data-driven mindset grounded in customer empathy and accountability.

Nice To Haves

• Experience in service-based or small business B2B SaaS environments.
• Familiarity with the pool and spa industry, seasonal service operations, or field management software.
• Background in operations, process design, or training development.

Responsibilities

• Coach and mentor a current team of Onboarding Managers, helping them deliver consistently excellent customer experiences. Support and develop team members through 1:1s, shadowing calls, and skill-building sessions.
• Set clear milestones and performance goals tied to customer activation metrics, to include Onboarding of new clients, and Everboarding of existing clients to include new users and feature adoption/activation at scale.
• Build a culture of continuous improvement, teamwork, and customer empathy.
• Manage onboarding and everboarding for Skimmer’s larger or more strategic mid-sized clients, providing tailored implementation and training.
• Design and refine scalable digital-led/tech touch onboarding and everboarding processes that drive rapid adoption through both digital-led automation and tech touch, and measurable success within the first 30 days.
• Maintain visibility into team capacity and customer onboarding and everboarding progress; proactively assist where needed.
• Partner closely with Sales, Support, Product, and Customer Success to ensure a seamless handoff from signature to onboarding to ongoing account management.
• Standardize workflows, playbooks, and onboarding/everboarding templates to ensure consistency across all customer segments.
• Track and analyze onboarding/everboarding metrics (time-to-value, activation success rate, customer satisfaction) and identify areas for improvement.
• Develop onboarding resources and self-service materials that extend reach and reduce time-to-launch.
• Collaborate cross-functionally with Account Management, Support, and Product to streamline the onboarding experience.
• Work across teams to deliver one-to-many onboarding/everboarding opportunities for Pros to learn to optimize their Skimmer usage.

Benefits

• Competitive base pay + bonus potential
• Generous medical, dental, and vision plans (we pay 100% of your premium and 50% of your dependents’)
• Fantastic culture with a very strong eNPS- we work hard, celebrate wins, and learn as we go to always be improving to benefit our customers.
• Immediate access to 401(k) with company match
• Flexible PTO (MINIMUM of 10 days required every year)
• 12 weeks paid parental leave for birthing parent, 6 weeks paid leave for supporting partner
• Remote work friendly
• Comprehensive learning and development budget
• A manager dedicated to your development

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 11-50 employees