🛠 Tech Stack

💼 About This Role

You'll lead the SME Onboarding Team to set customers up for long-term success. You'll drive KPIs like Time to Value and partner cross-functionally to embed best practices. This role offers an exciting opportunity to shape customer experience at scale through strategic initiatives.

🎯 What You'll Do

• Coach and manage a team of five Onboarding Specialists
• Drive KPIs including Time to Value, Onboarding Score, and CSat
• Define and optimize the structured onboarding experience
• Partner with Product, Support, and Marketing to integrate best practices
• Oversee daily operational workflows like provisioning and ticket queues

📋 Requirements

• 5+ years in Customer Success, Technical Services, or Onboarding within SaaS
• Proven expertise in team performance management and driving KPIs
• Experience managing operational workflows including provisioning and ticket queues
• Proficiency with Customer Success platforms (e.g., Gainsight, Salesforce)

✨ Nice to Have

• Managerial experience
• Experience driving strategic initiatives like process automation

🎁 Benefits & Perks

• 🏥 Medical, dental, vision, life, disability insurance
• 💰 401(k) retirement plan
• 🏖️ Paid holidays and paid time off
• 💪 Employee assistance program
• 🏢 Hybrid work with flexible office days

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter phone screen· 30 min
2. 2Hiring manager interview· 45 min
3. 3Panel interview· 60 min