Manager, Onboarding

About the role

The organization operates in the nonprofit technology sector, addressing challenges nonprofits face in fundraising and donor engagement. It provides a giving platform and support that enable nonprofits to increase their fundraising success, donor recruitment, and retention, contributing to sustained impact despite sector-wide declines in giving. The MANAGER, ONBOARDING leads a team responsible for guiding clients through an effective and timely onboarding process. This role ensures high-quality service delivery and customer outcomes by managing team performance and collaborating with cross-functional partners to enhance onboarding programs, directly impacting customer success and satisfaction.

Responsibilities

• Lead and develop a team of onboarding professionals with clear expectations and ongoing feedback.
• Manage the team’s portfolio to ensure timely product implementation and positive customer engagement.
• Monitor onboarding metrics, team capacity, and project progress to balance resources and identify risks.
• Conduct reviews and provide coaching to improve customer communication and service quality.
• Identify and address customer and project risks, escalating critical issues as needed.
• Collaborate with project managers and other departments to create a seamless customer experience.
• Analyze customer feedback and performance data to refine onboarding processes.
• Translate product and customer needs into clear onboarding goals and success measures.
• Maintain expertise in products, onboarding best practices, and industry trends, sharing knowledge with the team.

Requirements

• 2–3 years leading a customer-facing onboarding, implementation, or professional services team in SaaS.
• 1–2 years in customer-facing SaaS onboarding, implementation, or project management.
• Proven ability to coach and hold team members accountable for performance.
• Strong operational and project-management skills with the ability to prioritize multiple tasks.
• Excellent communication and collaboration skills.
• Technical aptitude to quickly learn software products and workflows.
• Proactive and solutions-oriented in risk identification and process improvement.
• Experience using data and feedback to guide decisions.
• Commitment to serving nonprofit organizations.

Pay

The salary range for this position is $81,500 - $110,000. Eligibility for a discretionary bonus. Actual compensation depends on skills, experience, qualifications, location, and employment laws.

Benefits

• Access to health, vision, and dental insurance.
• Competitive PTO including 20 days PTO, 3 flex days, 4 volunteer days, 12 paid holidays, and paid parental leave.
• 401(k) plan with employer match.
• Remote work equipment provided.