Onboarding Manager, Customer Success

Summary

Join Siteline as an Onboarding Manager to drive new customers' success, guide them through a seamless onboarding journey, and ensure they're fully integrated with Siteline from day one. As the primary point of contact for new customers throughout the first six months, you'll monitor and optimize time-to-first-value (TTFV), focus on product adoption, and collaborate closely with internal teams to resolve technical issues quickly and efficiently.

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
• Experience working with construction tech or ERP systems is highly preferred
• 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

Benefits

• Competitive Salary
• Flexible Work Environment
• Health & Wellness Benefits
• Professional Development
• Equity Options
• Paid Time Off