Onboarding Manager - Hybrid (Kirkland WA)

About the role

At Formations, our customers are at the heart of everything we do. Their first 60 days set the tone for long-term success — and that’s where you come in.

Responsibilities

• Own the first 60 days of the customer experience, guiding customers through onboarding milestones and ensuring timely completion.
• Act as project manager and point of contact for all setup, education, and configuration activities.
• Partner with Customer Success Managers and cross-functional teams — including offshore operations — to ensure alignment and smooth handoffs.
• Communicate clear timelines, set expectations, and proactively manage change with customers.
• Leverage HubSpot CRM to manage customer data, track progress, and deliver value-based content.
• Gather, analyze, and share customer feedback to drive program enhancements and close the feedback loop.
• Advocate for customer needs across departments to ensure a seamless and value-driven experience.
• Contribute to retention efforts by helping customers realize early value and success with Formations.

Requirements

• 2+ years of experience in Customer Success, Project Management, Account Management, or Onboarding.
• Strong project management skills with a proven ability to manage multiple priorities.
• Excellent written and verbal communication skills; confident in facilitating customer meetings and presentations.
• Detail-oriented, organized, and analytical with a strong sense of ownership.
• Comfortable navigating change and ambiguity in a startup environment.
• Natural curiosity and a proactive, self-starter mindset.
• Passion for helping small business owners succeed.
• Basic accounting knowledge (a plus).
• Experience with CRM platforms such as HubSpot (preferred).
• Experience in B2B software or accounting/financial services.
• Background in training, onboarding, or change management.
• Track record of process improvement or program ownership.
• Strong cross-functional collaboration skills and a “jump in where needed” attitude.
• Customer-obsessed and value-driven.
• A lifelong learner who loves understanding new systems and processes.
• Comfortable having honest, constructive conversations that drive accountability.
• A true team player and culture champion who contributes to a great employee and customer experience.

Qualifications

• Passionate about helping small business owners succeed.
• Comfortable with change and ambiguity in a startup environment.
• Strong project management and customer service skills.
• Experience with CRM platforms such as HubSpot (preferred).
• Basic accounting knowledge (a plus).
• Experience in B2B software or accounting/financial services.
• Background in training, onboarding, or change management.
• Track record of process improvement or program ownership.
• Strong cross-functional collaboration skills and a “jump in where needed” attitude.
• Customer-obsessed and value-driven.
• A lifelong learner who loves understanding new systems and processes.
• Comfortable having honest, constructive conversations that drive accountability.
• A true team player and culture champion who contributes to a great employee and customer experience.

Skills

• Project Management
• Customer Service
• Communication
• CRM Platforms (HubSpot preferred)
• Accounting Knowledge
• B2B Software
• Training and Onboarding
• Process Improvement
• Collaboration
• Customer Obsession
• Lifelong Learning
• Honest Conversations
• Culture Champion

Benefits

• Competitive base salary
• Full benefits package including medical, dental, vision, life insurance, 401K with employer matching, and equity
• Flexible paid time away from work
• Generous parental leave
• Volunteer time off
• Adopting a flexible-hybrid approach
• Positive and collaborative culture
• Opportunity to influence the shape of the company

Pay

$70-75k

Schedule

Full-time, hybrid work schedule