Onboarding Manager, Customer Success

Summary

Join Siteline, a Series A SaaS startup, as an Onboarding Manager and be the driving force behind new customer success. Guide customers through a seamless onboarding journey, ensuring full integration with Siteline. Deliver rapid time-to-first-value (TTFV), ignite product adoption, and ensure a smooth handoff to the Customer Success team. You will work with accounts of all sizes, leveraging your experience with larger clients to enhance satisfaction. This role requires strong project management, problem-solving, and communication skills, along with 5+ years of experience in onboarding or customer success within SaaS, ideally with enterprise clients. Siteline offers competitive salary, flexible work environment, health & wellness benefits, professional development opportunities, equity options, unlimited PTO, and team events.

Requirements

• 5+ years in an onboarding or customer success role, ideally within SaaS, with enterprise clients
• Proven experience managing onboarding or implementation for complex products, including ERP systems
• Strong project management, problem-solving, and communication skills
• Ability to manage multiple accounts with a focus on larger, strategic customers
• Must be located in the US or Canada, ideally within the Central or Eastern time zones

Responsibilities

• Act as the primary point of contact for new customers throughout the first six months
• Guide customers through the onboarding process, ensuring integrations are in place and smooth product adoption
• Monitor and optimize TTFV for all new customers, ensuring that they experience early wins with the product
• Focus on product adoption to increase product usage and build our fanbase
• Collaborate closely with internal Support, Engineering, and Product teams to resolve technical issues quickly and efficiently
• Provide insights and feedback to the Product and Engineering teams to continually improve the customer experience
• Ensure a structured and timely handoff to the Customer Success team for ongoing management
• Monitor KPIs such as TTFV, graduation rates for new accounts, product adoption metrics, and customer satisfaction

Preferred Qualifications

• Experience working with construction tech or ERP systems
• Startup experience

Benefits

• Competitive Salary : We provide a salary that reflects your skills and experience, along with opportunities for performance-based bonuses. For this role, we are targeting a range of: US Remote: USD $72K - $95K Canada Remote: CAD $81k - $114K
• Flexible Work Environment : Enjoy the freedom to choose your work hours and the option to work remotely, promoting a healthy work-life balance. We have a small office in SF, but most of our team works remotely across the U.S. and Canada
• Health & Wellness Benefits : Comprehensive health, dental, and vision insurance to support your well-being, along with wellness programs and resources
• Professional Development : Annual $1K learning stipend to use toward classes, certifications, conferences, or other meaningful career development
• Equity Options : As a startup, we offer equity options to ensure that you share in our success as we grow together
• Paid Time Off : Unlimited PTO policy with an encouraged three-week annual minimum
• Team Events : We regularly host virtual team social activities and happy hours, and travel to meet in-person 1-2 times a year. (In 2024 we all went to Chicago!)