Onboarding Manager, Customer Success

Summary

Join Siteline, a Series A SaaS startup revolutionizing construction billing, as an Onboarding Manager. You will be the primary point of contact for new customers, guiding them through a seamless onboarding experience and ensuring rapid product adoption. Your expertise in managing larger, strategic clients will be crucial. You will collaborate with internal teams, monitor key performance indicators, and ensure a smooth handoff to the Customer Success team. This role requires 5+ years of experience in onboarding or customer success within SaaS, ideally with enterprise clients. Siteline offers a competitive salary, flexible work environment, comprehensive benefits, professional development opportunities, and equity options.

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
• Collaborative Culture : Join a supportive team that values creativity, innovation, and open communication, where your ideas are encouraged and celebrated
• 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!)