Senior Manager of Customer Onboarding (SaaS)

Location: Remote within the United States; must be able to work EST hours. Approximately 10% travel is anticipated.

Total annual compensation: $100,000–$120,000 USD, including base salary and applicable bonuses or commissions.

Company

Vertical SaaS platform providing association management ERP software for community associations and the companies that manage them.

What you will do

• Build and lead a high-performing team of onboarding managers through clear expectations, coaching, performance management, and development.
• Own the end-to-end onboarding experience, including transitions, delivery timelines, quality standards, setup, account activation, and data integrity.
• Develop the strategy and enablement program that drives software adoption, workflow competence, payments utilization, and continued customer revenue growth.
• Redesign onboarding operations using AI and technology-enabled workflows to reduce time-to-value and improve customer satisfaction.
• Serve as an escalation point for complex onboarding challenges and collaborate with Sales, Product, and Customer Success.
• Monitor onboarding metrics, team performance, coaching rhythms, and program improvements, reporting results to leadership.

Requirements

• 6–10 years of experience in SaaS onboarding, implementation, or similar roles, including at least 3 years leading individual contributors.
• Demonstrated success driving software adoption and payments or digital-workflow utilization using measurable metrics.
• Experience designing or rebuilding onboarding or enablement programs, including playbooks, milestones, quality standards, and competing-priority management.
• Strong communication and relationship-building skills, including the ability to guide accounting and operations stakeholders through workflow changes and digital payments adoption.
• Familiarity with data migration, initial setup, and account activation.
• Either hands-on knowledge of association management and fund accounting, or experience leading onboarding or implementation teams in vertical SaaS or ERP with the ability to learn fund accounting quickly. A bachelor’s degree is preferred but not required.

Nice to have

• Experience applying AI or automation to service delivery.
• Both association management and fund accounting expertise and vertical SaaS or ERP onboarding leadership experience.

Culture & Benefits

• Fast-moving, high-growth product environment in a vertical SaaS market that is undergoing digital transformation.
• Build role with significant ownership over the onboarding program, team, operating model, and industry standards.
• Opportunity to experiment with AI and technology-enabled workflows and see operational changes implemented quickly.
• Remote work within the United States with an anticipated 10% travel requirement.