Guideline is hiring a
Onboarding Manager

Summary

Join our team as an Onboarding Manager on the Customer Success team to lead a team of Onboarding Representatives and provide a world-class onboarding experience. We're looking for an experienced leader with analytical and operational skills, focusing on client metrics and process improvements.

Requirements

• 7+ years of experience in a client facing role, ideally in the SaaS or FinTech industry
• 5+ years of people management experience
• Operations experience is a plus
• Strong verbal and written communicator with the ability to articulate complex situations, roadblocks & solutions
• Proficient in Salesforce, Looker or BigQuery, and JIRA
• Experience with reporting & analyzing team metrics, and ability to form action plans against the results

Responsibilities

• Manage a team of Onboarding Coordinators & Specialists with a focus on professional development & growth through coaching and feedback for your direct reports
• Identify, report, and continuously improve on team processes and KPIs, such as time to active, activation rate and customer satisfaction
• Identify, lead and collaborate with Product teams on automation opportunities
• Manage client escalations in multiple channels, including phone, email and more

Benefits

• Flexible time off in addition to company holidays — We observe the NYSE Holiday Calendar
• 401(k) with matching contributions — We use our own platform and match 100% of the first 3% contributed, and 50% of the next 2% (for a max employer contribution of 4%)
• 100% employer-paid healthcare, vision, and dental insurance for employees and 70% coverage for dependents
• Opt-out credit if all three plans are waived
• Health Savings Account and Flexible Spending Accounts
• Disability and life insurance options
• Mental health benefits, including therapy and coaching through Modern Health, for employees and their dependents
• Paid parental leave for birthing and non-birthing parents
• Sabbatical after 5 years of employment
• Annual learning and development stipend — We reimburse approved professional development expenses, up to $750 per employee per year