Develop and deliver onboarding plans for each customer, aligning with Sales, Product & Customer Success on their goals, timelines and unique needs.
Lead kick-off meetings, guiding stakeholders through onboarding milestones and providing a clear roadmap for success.
Project manage multiple customer implementation projects simultaneously.
Serve as the primary point of contact during onboarding, ensuring timely configuration, training, and go-live success.
Understand and consult on product and industry best practices in order to act as a trusted advisor to your customers and inspire new use cases with SafetyCulture.
Identify any risks and obstacles your customers are facing to ensure we stay ahead of customers to reduce churn risks.
Partner closely with Sales, Product, and Customer Success Managers to ensure a seamless handoff post-onboarding, providing context and insights to maintain customer momentum.
Build and continuously improve onboarding templates and playbooks to support efficiency and scale as the customer base grows.

3+ years experience implementing software, consulting, or project management, ideally in a SaaS environment.
Strong communication, presentation, and interpersonal skills, with experience training groups and facilitating conversations with senior executives.
Proactive, detail-oriented, and adaptable, with the ability to thrive in a fast-paced, collaborative environment.
A growth mindset, continuously seeking opportunities to improve processes, learn, and innovate.
A background in leveraging data through a variety of tools to inform and execute strategies that encourage product adoption.
Ability to actively listen, understand customer pain points, and take action.

Customer Onboarding Manager

Key skills