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Role Description

The Customer Onboarding Manager leads the team responsible for guiding new customers through a successful product adoption journey. This role oversees both the live and digital onboarding experience, ensuring customers receive clear guidance, timely communication, and high-quality training as they begin using our software.

• Develop and optimize onboarding strategies.
• Coach a team of Customer Onboarding Specialists.
• Support digital onboarding at scale.
• Partner cross-functionally to drive customer activation, retention, and expansion.
• Drive training package attach rates and promote add-on training services.
• Champion the streamlining and standardization of onboarding journeys across all Business Units and product lines.

Main Responsibilities

• Lead, coach, and develop a team of Customer Onboarding Specialists across regions or segments.
• Set clear performance expectations and KPIs, including time-to-value, retention, completion of onboarding milestones, and training attach rates.
• Conduct regular 1:1s, team meetings, and skills-development sessions to support growth and performance.
• Monitor workload distribution and ensure efficient resource allocation across customer onboarding projects.
• Streamline and standardize the onboarding journey across all Business Units and product lines.
• Ensure escalation and risk management processes are followed to address potential churn indicators early.
• Execute the strategy, design, and continuous improvement of digital onboarding journeys for small and mid-market customers.
• Partner with Training, Product, and Customer Success teams to ensure digital content aligns with product updates and customer needs.
• Utilize data analytics and customer insights to refine digital onboarding assets, workflows, and automation.
• Provide structured feedback to internal teams on onboarding metrics to identify trends, process inefficiencies, and opportunities to improve customer time-to-value.
• Present Onboarding insights and OKRs to leadership on a recurring basis.

Qualifications

• Experience leading and building teams to achieve new and changing organizational goals.
• Comfortable working with online learning platforms, digital adoption tools, and multi-channel customer interactions.
• Strong planning and organizational skills with the ability to use initiative and work autonomously while fostering a team environment in a virtual setting.
• Team player with a collaborative approach to working.
• Strong English communication skills; additional language capability is preferred depending on region.
• Comfortable presenting in large groups.
• Experience with Cyncly products is preferred.
• Advanced skills in MS-Office tools.
• Interest in technology, software, and applications is essential.
• Experience working within the Kitchen and Bath Design Industry is beneficial.

Benefits

• Expected salary range is $100,000 - $130,000 USD, depending on location, experience, and qualifications.
• Eligible for additional compensation such as bonuses, commissions, or equity.
• Comprehensive benefits package.

Equal Opportunity Employer Statement

Cyncly is committed to equal opportunity and does not discriminate based on race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by law.

Applicants must be legally authorized to work in the country in which they are applying to work (United States or Canada). This role is not eligible for employer sponsorship now or in the future.