Client Onboarding Manager

What You'll Do

• Own and manage the end-to-end onboarding process for new customers, ensuring timely and successful product implementations.
• Partner closely with Sales and Product teams to ensure smooth handoff and alignment of expectations.
• Develop and maintain onboarding playbooks and best practices to deliver exceptional client experiences.
• Build deep relationships with clients, act as their trusted advisor, and ensure their needs are met during onboarding.
• Monitor onboarding progress, identify bottlenecks, and proactively resolve challenges to keep clients on track.
• Leverage data and customer feedback to improve onboarding processes and customer outcomes.
• Conduct onboarding sessions via video calls, chat, and email, ensuring clarity and alignment at every step.
• Collaborate cross-functionally to ensure customer feedback informs product and process improvements.

What We're Looking For

• 3-5 years of experience in customer onboarding, customer success, or client services roles (preferably in SaaS or tech-driven environments).
• Proven track record of managing multiple client onboarding projects simultaneously with a high level of customer satisfaction.
• Excellent verbal and written communication skills in English.
• Strong problem-solving and conflict-resolution skills with a client-first mindset.
• Experience working with CRM tools like HubSpot and support platforms like Freshdesk.
• Ability to thrive in a dynamic, fast-paced environment and handle complex customer situations with professionalism.
• Comfortable working in US shift timings to support global customers.