Onboarding Manager (SaaS)
CourtReserve, Saint Augustine, FL, United States
Overview
We are seeking a strategic and execution focused Onboarding Manager to lead and scale our customer onboarding function. This role will oversee onboarding leadership and specialists, drive operational excellence, and significantly reduce Time to Value for new customers.
Reports to
VP of CX, Jill Davis
About the Role
The ideal candidate brings experience in SaaS implementation, team leadership, and process optimization, with a strong ability to translate customer needs into scalable onboarding strategies. You will be responsible for building a high performing onboarding organization that delivers a seamless, efficient, and high quality customer experience.
Key Responsibilities
Team Leadership and Management
Manage and mentor the Onboarding Team Lead and broader onboarding team, ensuring strong performance, accountability, and growth.
Establish clear goals, KPIs, and career development paths for onboarding team members.
Partner with the Team Lead to ensure effective coaching, training, and performance management practices.
Foster a high performance, high accountability team culture aligned with company values.
Onboarding Strategy and Execution
Own and evolve the end to end onboarding strategy to support company growth and scalability.
Drive initiatives to reduce Time to Value (TTV) and improve onboarding efficiency.
Design tiered onboarding approaches for SMB, mid market, and enterprise or VIP customers.
Balance customization for enterprise accounts with scalable processes.
Partner cross functionally with Sales, Customer Success, Product, and Support to ensure seamless customer handoffs and onboarding experiences.
Act as executive sponsor for high priority onboarding accounts when needed.
Cross Functional Orchestration
Act as the central quarterback across Sales, Product and Engineering, and Operations.
Ensure high quality handoffs, clear expectation setting, and strong execution across teams.
Define and enforce SLAs for each stage of the onboarding lifecycle.
Surface product gaps, edge cases, and customer feedback to influence roadmap decisions.
Operational and Analytical Rigor
Own onboarding KPIs and performance metrics including Time to Value, completion rates, customer satisfaction, and early retention.
Build and maintain operational dashboards and reporting.
Lead capacity planning and forecasting to support growth.
Use data driven insights to identify bottlenecks and improve processes.
Ensure systems and tracking are accurate, scalable, and actionable.
Process, Systems, and Scale
Build and continuously improve onboarding processes, playbooks, and documentation.
Standardize best practices while allowing flexibility for complex implementations.
Evaluate and implement tools and automation to scale onboarding operations.
Ensure onboarding processes evolve alongside product and customer needs.
Customer Experience and Outcomes
Ensure a consistent, high quality onboarding experience across all customer segments.
Gather customer and team feedback to improve onboarding journeys.
Collaborate with Product and Customer Success to drive adoption and long term success.
Represent onboarding insights in leadership discussions, including churn analysis and customer feedback loops.
Executive Communication and Influence
Communicate effectively with VP on both technical and business topics.
Translate complex technical concepts into clear business value.
Build trust and alignment across internal teams and external customers.
Culture and Leadership
Reinforce a culture of transparency, ownership, and collaboration.
Support and empower team members while maintaining high standards of execution.
Promote a positive, engaged team environment aligned with company values.
Be willing to adapt and lead change in alignment with company vision and growth.
Qualifications
2+ years of experience leading onboarding or implementation teams.
Experience scaling an implementation or solutions team in a high growth SaaS environment.
Strong understanding of onboarding metrics, especially Time to Value and customer adoption.
Experience working cross functionally with Sales, Product, and Customer Success teams.
Exceptional written and verbal communication skills.
Data driven mindset with the ability to translate insights into action.
Nice to Have
Experience influencing product roadmap through customer and implementation insights.
Prior ownership of onboarding forecasting and capacity planning.
Who You Are
Operator and builder, you design better systems, not just execute.
High judgment, you navigate ambiguity and know when to standardize versus customize.
Exceptionally organized, you manage multiple projects and stakeholders without dropping details.
Client facing with high EQ, you can manage expectations and build trust.
What Success Looks Like
You successfully help drive the team to manage 8 to 12 or more concurrent onboardings without quality degradation.
Go lives are predictable, repeatable, and low friction.
Clients feel confident, informed, and supported from day one.
Internal teams trust onboarding as a reliable, high functioning system.
Compensation
Salary: $85,000 annually
Work Schedule and Travel
Full time role, primarily aligned to Eastern Time (EST).
Standard hours are 9:00 AM to 5:00 PM, with flexibility as needed.
Occasional travel required for company retreats and customer engagements.
Benefits and Perks
Time Off and Flexibility
9 paid holidays annually, including your birthday or work anniversary.
128 hours of PTO per year, with rollover up to 168 hours.
One month paid sabbatical after 7 years of service.
Health and Wellness
Medical insurance through Aetna, multiple plan options.
$0 Teladoc access, including medical, mental health, dermatology, and more.
Company paid dental, vision, and $15,000 life insurance.
$20 per month gym reimbursement.
$60 per month massage or chiropractic reimbursement.
12 weeks paid maternity leave, 4 weeks paid paternity leave.
Lifestyle and Culture
$50 per month family night reimbursement.
Monthly SnackBox delivered to your home.
$50 per month internet reimbursement.
Growth and Development
Paid attendance at conferences, company retreats, and educational events.
Industry Perks
$50 per month reimbursement for tennis or pickleball related activities.
Financial Benefits
401k eligibility after one year, with a 3 percent annual company contribution.
Why This Role Matters
This role is critical to our growth. As Onboarding Manager, you will directly impact how quickly and effectively customers realize value from our product, setting the foundation for retention, expansion, and long term success.
Equal Opportunity Employer
CourtReserve is an Equal Opportunity Employer. We are committed to creating an inclusive environment where everyone feels valued and supported. If you require reasonable accommodations during the application or interview process, please contact us directly.
#J-18808-Ljbffr
We are seeking a strategic and execution focused Onboarding Manager to lead and scale our customer onboarding function. This role will oversee onboarding leadership and specialists, drive operational excellence, and significantly reduce Time to Value for new customers.
Reports to
VP of CX, Jill Davis
About the Role
The ideal candidate brings experience in SaaS implementation, team leadership, and process optimization, with a strong ability to translate customer needs into scalable onboarding strategies. You will be responsible for building a high performing onboarding organization that delivers a seamless, efficient, and high quality customer experience.
Key Responsibilities
Team Leadership and Management
Manage and mentor the Onboarding Team Lead and broader onboarding team, ensuring strong performance, accountability, and growth.
Establish clear goals, KPIs, and career development paths for onboarding team members.
Partner with the Team Lead to ensure effective coaching, training, and performance management practices.
Foster a high performance, high accountability team culture aligned with company values.
Onboarding Strategy and Execution
Own and evolve the end to end onboarding strategy to support company growth and scalability.
Drive initiatives to reduce Time to Value (TTV) and improve onboarding efficiency.
Design tiered onboarding approaches for SMB, mid market, and enterprise or VIP customers.
Balance customization for enterprise accounts with scalable processes.
Partner cross functionally with Sales, Customer Success, Product, and Support to ensure seamless customer handoffs and onboarding experiences.
Act as executive sponsor for high priority onboarding accounts when needed.
Cross Functional Orchestration
Act as the central quarterback across Sales, Product and Engineering, and Operations.
Ensure high quality handoffs, clear expectation setting, and strong execution across teams.
Define and enforce SLAs for each stage of the onboarding lifecycle.
Surface product gaps, edge cases, and customer feedback to influence roadmap decisions.
Operational and Analytical Rigor
Own onboarding KPIs and performance metrics including Time to Value, completion rates, customer satisfaction, and early retention.
Build and maintain operational dashboards and reporting.
Lead capacity planning and forecasting to support growth.
Use data driven insights to identify bottlenecks and improve processes.
Ensure systems and tracking are accurate, scalable, and actionable.
Process, Systems, and Scale
Build and continuously improve onboarding processes, playbooks, and documentation.
Standardize best practices while allowing flexibility for complex implementations.
Evaluate and implement tools and automation to scale onboarding operations.
Ensure onboarding processes evolve alongside product and customer needs.
Customer Experience and Outcomes
Ensure a consistent, high quality onboarding experience across all customer segments.
Gather customer and team feedback to improve onboarding journeys.
Collaborate with Product and Customer Success to drive adoption and long term success.
Represent onboarding insights in leadership discussions, including churn analysis and customer feedback loops.
Executive Communication and Influence
Communicate effectively with VP on both technical and business topics.
Translate complex technical concepts into clear business value.
Build trust and alignment across internal teams and external customers.
Culture and Leadership
Reinforce a culture of transparency, ownership, and collaboration.
Support and empower team members while maintaining high standards of execution.
Promote a positive, engaged team environment aligned with company values.
Be willing to adapt and lead change in alignment with company vision and growth.
Qualifications
2+ years of experience leading onboarding or implementation teams.
Experience scaling an implementation or solutions team in a high growth SaaS environment.
Strong understanding of onboarding metrics, especially Time to Value and customer adoption.
Experience working cross functionally with Sales, Product, and Customer Success teams.
Exceptional written and verbal communication skills.
Data driven mindset with the ability to translate insights into action.
Nice to Have
Experience influencing product roadmap through customer and implementation insights.
Prior ownership of onboarding forecasting and capacity planning.
Who You Are
Operator and builder, you design better systems, not just execute.
High judgment, you navigate ambiguity and know when to standardize versus customize.
Exceptionally organized, you manage multiple projects and stakeholders without dropping details.
Client facing with high EQ, you can manage expectations and build trust.
What Success Looks Like
You successfully help drive the team to manage 8 to 12 or more concurrent onboardings without quality degradation.
Go lives are predictable, repeatable, and low friction.
Clients feel confident, informed, and supported from day one.
Internal teams trust onboarding as a reliable, high functioning system.
Compensation
Salary: $85,000 annually
Work Schedule and Travel
Full time role, primarily aligned to Eastern Time (EST).
Standard hours are 9:00 AM to 5:00 PM, with flexibility as needed.
Occasional travel required for company retreats and customer engagements.
Benefits and Perks
Time Off and Flexibility
9 paid holidays annually, including your birthday or work anniversary.
128 hours of PTO per year, with rollover up to 168 hours.
One month paid sabbatical after 7 years of service.
Health and Wellness
Medical insurance through Aetna, multiple plan options.
$0 Teladoc access, including medical, mental health, dermatology, and more.
Company paid dental, vision, and $15,000 life insurance.
$20 per month gym reimbursement.
$60 per month massage or chiropractic reimbursement.
12 weeks paid maternity leave, 4 weeks paid paternity leave.
Lifestyle and Culture
$50 per month family night reimbursement.
Monthly SnackBox delivered to your home.
$50 per month internet reimbursement.
Growth and Development
Paid attendance at conferences, company retreats, and educational events.
Industry Perks
$50 per month reimbursement for tennis or pickleball related activities.
Financial Benefits
401k eligibility after one year, with a 3 percent annual company contribution.
Why This Role Matters
This role is critical to our growth. As Onboarding Manager, you will directly impact how quickly and effectively customers realize value from our product, setting the foundation for retention, expansion, and long term success.
Equal Opportunity Employer
CourtReserve is an Equal Opportunity Employer. We are committed to creating an inclusive environment where everyone feels valued and supported. If you require reasonable accommodations during the application or interview process, please contact us directly.
#J-18808-Ljbffr