Onboarding Manager

Required Skills

• Customer Service
• CRM Systems
• Project Management
• Communication
• SaaS

Job Summary Onboarding Manager

We're looking for an Onboarding Manager to deliver a smooth, efficient onboarding experience for a growing customer base across SMB and mid market segments. This is a hands on, client facing role focused on setting customers up for success, tailoring solutions to their needs, and ensuring a seamless journey from contract through to go live.

Key Responsibilities

Onboarding Delivery

• Manage multiple onboarding projects from kickoff to go live
• Prepare and configure bespoke systems for each customer (full training provided)
• Ensure timely and successful delivery in line with customer needs and objectives
• Act as the main point of contact throughout onboarding
• Provide clear, consistent updates on progress
• Support smooth handover into ongoing account management/support

Customer Experience

• Build strong relationships with customers during onboarding
• Understand requirements and tailor the system accordingly
• Confidently handle queries, challenges, and escalations
• Monitor early engagement and flag any risks to adoption

Process & Collaboration

• Follow structured onboarding workflows and timelines
• Track progress and flag delays or risks early
• Work closely with internal teams (Sales, Support, Build/Tech) to keep projects moving
• Clearly communicate requirements to the build team to ensure timely delivery
• Maintain accurate onboarding records and documentation
• Contribute to improving onboarding processes and internal guides

Key Skills & Experience

• Proven customer service or client facing experience
• Experience with CRM systems (e.g. Salesforce, Zoho, HubSpot)
• Comfortable using MS Office (especially Excel)
• Strong ability to manage multiple projects with attention to detail
• Excellent listening, communication, and presentation skills
• Confident handling of client needs and delivering tailored solutions
• Proactive, organised, and solution focused

Nice to have

• Experience working in a SaaS environment

Salary is around £40,000 + commission (dependent on the skill sets and experience you have to date).

A company phone and a laptop are provided. This is a hybrid based position which requires 1 week's training at our London office and biweekly meetings thereafter.

Experience

3+ years in SaaS, 4+ years in Customer Onboarding and Account Management, 4+ years with CRM software