Onboarding Manager

About the role

The ideal candidate will guide new customers through comprehensive onboarding programs designed to drive quick wins and early adoption. They will conduct intensive training sessions with store teams to ensure proper platform usage and change management. They will work closely with sales to expand pilot programs into full team rollouts during the onboarding phase. They will monitor new customer progress and proactively address barriers to adoption and team engagement. They will develop deep expertise in retail workflows to provide strategic guidance on best practices and implementation strategies. They will create and refine onboarding materials, training resources, and success frameworks tailored to retail environments. They will collaborate with product and marketing teams to ensure new customer feedback shapes platform development. They will manage smooth transitions to Account Managers once customers reach adoption milestones. They will help share reporting on customer progress and success metrics throughout the onboarding journey.

Responsibilities

• Guide new customers through comprehensive onboarding programs designed to drive quick wins and early adoption.
• Conduct intensive training sessions with store teams to ensure proper platform usage and change management.
• Work closely with sales to expand pilot programs into full team rollouts during the onboarding phase.
• Maintain regular check-ins with new customers to monitor progress and address any issues promptly.
• Create and refine onboarding materials, training resources, and success frameworks tailored to retail environments.
• Collaborate with product and marketing teams to ensure new customer feedback shapes platform development.
• Manage smooth transitions to Account Managers once customers reach adoption milestones.
• Help share reporting on customer progress and success metrics throughout the onboarding journey.

Requirements

• Experience in retail operations, store management, or similar customer-facing retail role.
• Understanding of retail team dynamics, training needs, and change management challenges.
• Comfortable working in a 100% remote company environment.
• Able to work in a fast-paced and ever-changing environment with the ability to self-manage and prioritize tasks.
• Eager to learn and grow beyond this role by having an "all hands on deck" attitude.
• Strong communication and training skills with the ability to work effectively with diverse retail teams.

Qualifications

• Hands-on experience in retail operations and a passion for working in start-up environments.
• SaaS or customer success experience is a plus, but not required.
• Comfortable working in a remote environment.
• Self-motivated and entrepreneurial attitude.
• Ability to adapt to a fast-paced and dynamic environment.
• Proactive problem-solving skills.

Skills

• Strategic thinking and implementation skills.
• Excellent communication and training abilities.
• Change management and customer engagement expertise.
• Ability to work collaboratively with cross-functional teams.

Benefits

• 100% remote work.
• Access to coworking space upon request.
• Health Care Plan (Medical, Dental, Vision).
• Unlimited Paid Time Off (Vacation, Sick, & Public Holidays).