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Onboarding Manager at MoeGo | JobVerse
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Onboarding Manager
MoeGo
Remote
Website
LinkedIn
Onboarding Manager
Canada
Full Time
2 weeks ago
No H1B
Apply Now
Key skills
SaaS
Leadership
Collaboration
Customer Success
About this role
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.
Apply Now
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