Customer Onboarding Manager

Who you are

• 3+ years of experience in customer onboarding, implementation or customer success within a B2B SaaS company
• Experience supporting a range of SMB, mid-market and enterprise clients, including complex, multi-stakeholder implementations
• Proven ability to manage multiple client projects with strong organization, prioritization and attention to detail
• Excellent presentation, facilitation and verbal communication skills, with confidence leading client meetings and training sessions
• Strong understanding of SaaS platforms, integrations and technical troubleshooting fundamentals
• Ability to build trust with senior leaders, HR teams and cross-functional partners
• Proactive, adaptable and solution-focused, with the ability to thrive in a fast-paced, evolving environment
• Bachelor’s degree in Business, Digital Marketing, Human Resources or a related field preferred. Equivalent professional experience will also be considered
• Experience with HR technology, employee engagement, or rewards and recognition platforms
• Background in change management, internal communications or program adoption
• Familiarity with enterprise security, procurement or implementation processes
• Bilingual proficiency in French or Spanish

What the job involves

• Own the complete end-to-end onboarding journey for SMB, mid-market and enterprise clients, from post-sale handoff through launch and early adoption
• Manage multiple concurrent implementations, demonstrating strong time-management, organization and prioritization across competing timelines and stakeholder needs
• Lead kickoff meetings, platform walkthroughs, training sessions and milestone check-ins with confidence and clear direction
• Guide clients through platform configuration, program design and launch planning using Bucketlist best practices
• Demonstrate strong technical confidence when guiding customers through platform features, configuration options, integrations and recommended program design
• Collaborate cross-functionally to proactively manage risks, resolve blockers and ensure all launch requirements are completed
• Maintain accurate project documentation and deliver a clear, comprehensive handoff to the Customer Success Manager following launch