Manager of Customer Onboarding

Steer is a company that offers a suite of software tools for automotive repair shops, focusing on enhancing customer retention and marketing. They are seeking a strategic Onboarding Manager to redefine the customer onboarding process, aiming to improve efficiency and customer experience during the initial stages of the customer journey.

Responsibilities:

• Conduct a "root to branch" review of our current onboarding playbook and implement a streamlined, automated, and repeatable version
• Manage, coach, and upskill a team of Onboarding Specialists, setting clear expectations and rebuilding a culture of winning
• Partner with Sales to ensure seamless handoffs and with Customer Success to ensure long-term health is baked into the implementation
• Directly impact company-wide Churn and CSAT scores by ensuring every customer feels "high-touch" care through "high-tech" efficiency
• Define and track the metrics that matter (Time-to-Value, Activation rates, Team Capacity)

Requirements:

• A proven track record of managing implementation or onboarding teams in a fast-paced environment (SaaS highly preferred)
• Experience leading through change—you've successfully navigated a team through a pivot or a process overhaul before
• A deep understanding of the 'Customer Success' philosophy and how the first 30/60/90 days dictate the lifetime value of a client
• 3+ years in a leadership or management role within Onboarding, Implementation, or Customer Success
• Process Optimization Experience: Evidence of a time you reduced onboarding friction or shortened implementation cycles
• Stakeholder Management: Ability to navigate difficult conversations with Sales or Product teams to improve the customer experience
• Experience with HubSpot, Jira, or Gainsight (or similar platforms)
• Experience with automotive industry
• Experience in a 'Turnaround' environment where you were responsible for fixing a broken department or process