Onboarding Manager

Role Overview

• Lead and develop the onboarding team.
• Build strong relationships with each team member and create a supportive, high-accountability culture.
• Coach Specialists in daily behaviors that drive outcomes: discovery, expectation-setting, milestone management, value framing, and objection handling.
• Set clear standards for performance and quality, and hold accountability through direct, respectful feedback.
• Build a team that improves week over week, not just gets through volume.
• Create segmented onboarding motions for different customer types, especially SMB vs Mid-Market.
• Systemize delivery with playbooks, templates, milestones, risk signals, and recovery paths.
• Run a consistent team operating rhythm (1:1s, team meetings, coaching, quality reviews, and escalation reviews).
• Protect focus by prioritizing the highest-impact work and cutting noise.
• Define what success looks like, track performance, and drive improvements using trends and root-cause analysis.
• Build reporting criteria (including condition-based, true/false logic) and partner with CX Ops/Data to scale dashboards and insights.
• Turn insights into action: changes to playbooks, coaching focus areas, experiments, and cross-functional projects.
• Handle emotionally charged customer situations, including contract-sensitive escalation calls.
• De-escalate, diagnose the real problem, and guide customers to clear next steps while maintaining business guardrails.
• Train the team to handle more escalations independently over time.
• Identify patterns where customers struggle due to product friction, not just training gaps.
• Turn trends into clear recommendations with evidence and expected impact.
• Drive cross-functional progress with Product and Engineering proactively.
• Translate onboarding performance into outcomes leaders care about: time-to-value, retention risk, efficiency, and business impact.
• Provide concise updates and clear plans for improvement.

Requirements

• 3+ years in B2B SaaS onboarding, implementation, customer success, support leadership, or a closely related customer-facing role.
• 1+ years people leadership experience, or strong evidence of leading coaching and performance management in practice.
• Strong coaching fundamentals: you can raise capability through feedback, practice, and standards.
• Proven ability to run difficult conversations and hold accountability professionally.
• Calm escalation leadership under pressure, with strong emotional intelligence.
• Data fluency: you can define metrics, interpret trends, and build criteria for reporting (including logic-based filters).
• Systems mindset: you can turn messy reality into repeatable process and team rhythms.
• Strong cross-functional collaboration with Product, Engineering, Support, CS, and Ops.
• Schedule flexibility for weekly evening collaboration with a China-based team.

Benefits

• MoeGo offers a competitive compensation package (base salary, performance bonus, and benefits).
• This includes flexible benefit plans to employees and their family members at no cost to the employees.
• 401(k) matching.