Customer Onboarding Manager

Role Overview

• Team leadership & people management: Lead and develop your team. Manage a team of Onboarding Specialists through regular 1:1s, clear goal-setting and structured performance conversations.
• Coach for quality: Listen to calls, review onboarding touchpoints and give direct, actionable feedback that raises the standard of delivery across the team.
• Build capability: Identify skill gaps and run targeted coaching, training and development initiatives to close them.
• Hire and onboard: Play an active role in recruiting, interviewing and onboarding new team members as the function grows.
• Foster a high-performance culture: Set clear expectations, recognise great work and address underperformance early and constructively.
• Own the numbers: Track and report on the team’s key metrics.
• Diagnose and act: Identify trends, surface risks and translate data into team-level actions that move the metrics that matter.
• Report to leadership: Present a clear, regular view of team performance, pipeline and improvement initiatives to the Head of Customer Onboarding.
• Manage capacity: Monitor workload distribution across the team and adjust allocation to keep onboarding projects on track.
• Own the onboarding methodology: Define and maintain the playbooks, templates and frameworks the team uses to deliver consistently excellent onboarding.
• Drive improvement: Identify bottlenecks, failure points and friction and lead initiatives to fix them.
• Raise the bar on handoff quality: Ensure every customer handed to Customer Success is well-configured, well-trained and well-documented.
• Keep systems accurate: Set the standard for how the team uses the CRM and onboarding tooling, and hold the team accountable to it.
• Cross-functional collaboration: Partner with Sales and Customer Success, align on handoff standards, and represent the onboarding function in cross-functional forums.

Requirements

• Experience leading a customer-facing team: you’ve managed direct reports and are comfortable with the full scope of people management, from coaching to performance conversations.
• AI-first mindset: you actively use AI tools in your day-to-day work and can think strategically about driving scale and efficiency through AI optimisation.
• A background in customer onboarding, implementation, or customer success in a SaaS or technology environment.
• Strong data literacy: you’re comfortable owning metrics, building simple reports and using data to make decisions and drive team performance.
• A structured, process-oriented thinker who can design and improve repeatable systems, not just manage individual cases.
• Excellent communication skills: clear and direct with your team, credible and composed with stakeholders.
• A genuine developer of people who invests in their team’s growth and holds a high bar for quality of delivery.
• Comfortable operating in a cross-functional environment and influencing without authority.
• Familiarity with property management, real estate or PropTech is nice to have.
• Experience with trust accounting, leasing workflows or property management software is nice to have.
• Exposure to onboarding or CS tooling (e.g. Gainsight, HubSpot, Salesforce or similar) is nice to have.
• A track record of building or significantly improving an onboarding function is nice to have.

Benefits

• A nurturing and empowering team to help you reach your full potential
• Hybrid work environment (2 days from the office)
• Beautiful offices in Sydney CBD
• High autonomy and recognition in your role
• Vibrant culture with regular events
• Fully stocked kitchen
• Job security working for one of Australia's leading PropTech companies