Onboarding Manager

About the role

The Onboarding Manager role is a critical part of Conga’s Customer Success strategy. This position is responsible for guiding new customers through the initial stages of their journey with Conga, ensuring they achieve tangible value and are well-equipped to succeed.

Responsibilities

• Initiate customer discovery and review existing collateral to partner with historic customer insights and enrich data throughout the engagement.
• Lead onboarding kickoff and discovery conversations to understand customer goals, pain points, and desired outcomes.
• Capture and document initial use cases, success criteria, and ROI drivers using structured fields and objects.
• Clarify implementation of ownership (Conga-led, partner-led, or customer-led) and confirm readiness and provisioning status.
• Provide hands-on assistance with standardized processes to help customers validate their first end-to-end workflow to confirm real, usable value, establish clear milestones and expectations for the onboarding journey.
• Troubleshoot common setup issues independently and partner with Technical Support engineers for advanced needs without passing the customer off to other teams.
• Coach customers on change management best practices tied to their onboarding goals.
• Embed customers into Conga’s ecosystem by introducing Community, Learning Center and additional key Conga resources.
• Recommend additional training, enablement, or AMS services when appropriate.
• Encourage early engagement with peer communities, user groups, or best-practice content to drive confidence and self-sufficiency.
• Own onboarding service requests from start to successful completion.
• Partner closely with Sales (AEs), Product Specialists, Technical Support, and Customer Success to ensure alignment and readiness.
• Document configuration status, risks, customer goals, and learnings clearly in the systems of record so future account teams can easily reference.
• Deliver a structured, value-based handoff to post-onboarding teams with context and clarity.
• Host structured onboarding sessions (Welcome, Configuration, Validation, Go-Live Review).
• Set clear next steps and success checkpoints between each stage.
• Gather onboarding feedback (CSAT, NPS, surveys) and contribute insights to improve onboarding programs and playbooks over time.

Requirements

To succeed in this role, you should possess:

• A strong working knowledge of Conga’s solutions.
• Comfort with Salesforce fundamentals (profiles, permission sets, connected apps, org setup).
• Ability to support API client setup and troubleshoot common configuration issues.
• Familiarity with integrations across CRM, CPQ, CLM, ERP, or adjacent systems.
• Proven discovery and requirements-gathering expertise.
• Ability to articulate value, outcomes, and ROI in customer-friendly language.
• Confident facilitator for 1:1 and group onboarding sessions.
• Data-driven mindset with the ability to track outcomes and surface trends.
• Strong written and verbal communication skills.
• Continuous learner who stays current on product updates and best practices.

Qualifications

Qualifications for this role include:

• Experience in a similar role or related field.
• Proven success in driving customer satisfaction and adoption.
• Ability to manage multiple projects and priorities simultaneously.
• Excellent interpersonal and communication skills.
• Ability to work independently and as part of a team.

Skills

Key skills for this role include:

• Technical credibility and hands-on experience.
• Structured but flexible approach to onboarding.
• Clear, proactive communication skills.
• Ownership mindset and proactive problem-solving abilities.

Benefits

We offer a comprehensive benefits package including:

• Competitive compensation and benefits package.
• Flexible work arrangements (Hybrid).
• Professional development opportunities.
• Work-life balance initiatives.
• Employee recognition programs.

Pay

Salary range for this role is $70,000 - $90,000 annually, commensurate with experience.

Schedule

This role is full-time and hybrid, with flexibility in remote work options.