Onboarding Manager (Customer Success)

TL;DR

Onboarding Manager (Customer Success): Managing the transition of new customers into the hirify.global platform with an accent on structured onboarding journeys, training engagement, and accelerating time-to-value. Focus on orchestrating customer experiences, monitoring adoption risks, and improving scalable onboarding resources.

Location: Hybrid (London)

Company

AI-powered business planning and performance management platform built for agility and scale.

What you will do

• Lead customers through a standardized onboarding program focused on readiness, enablement, and early adoption.
• Drive engagement with hirify.global Academy and co-build sessions to ensure users gain foundational product skills.
• Monitor onboarding progress and proactively mitigate risks related to participation, resourcing, or misalignment of expectations.
• Collaborate with CSMs, Implementation Partners, and Solutions teams to ensure successful handoff into ongoing adoption.
• Create and improve scalable onboarding documentation, guides, templates, and digital resources.
• Track and report onboarding KPIs, including time-to-value, milestone completion, and training participation rates.

Requirements

• 4+ years of experience in onboarding, customer success, project coordination, training, or implementation support in a SaaS environment.
• Strong customer communication skills with the ability to guide, coach, and motivate diverse user groups.
• Experience managing high-volume customer cohorts or running structured programs.
• Strong organizational skills and comfort operating with structured workflows and timelines.
• Ability to interpret onboarding data and escalate risks effectively.
• Must be based in London.

Nice to have

• Experience working with implementation partners or professional services teams.
• Experience in planning, finance, analytics, or similar domains.

Culture & Benefits

• Competitive compensation package.
• Generous time off and parental leave policies.
• Annual company offsite.
• High-end equipment provided.
• Culture centered on action, empathy, and a "founder" mentality.