Senior Onboarding Manager

About the role

As an Onboarding Manager, you will lead the implementation and onboarding lifecycle for new customers from kickoff through to Go-Live and transition to the Customer Success team. You'll collaborate cross-functionally with Sales, Product, CS, and our Journey Management Coaches to ensure every customer gets maximum value from TheyDo, quickly and confidently. You'll define and improve onboarding best practices, standardize delivery frameworks, and own key metrics like Go-Live cycle time, onboarding NPS, and adoption rates. You're process-driven but people-focused, and you know how to guide teams through change. This role requires managing a portfolio of concurrent onboarding implementations, partnering directly with Customer Success Managers (CSMs) and Journey Management Coaches to ensure every customer experience is smooth, consistent, and impactful. You'll also play a central role in evolving and scaling our onboarding methodology, ensuring it reflects customer needs, platform capabilities, and operational best practices.

Responsibilities

• Own the onboarding journey for all new mid-market and enterprise customers, acting as the primary point of contact during implementation.
• Support technical onboarding: Lead coordination on tracking technical integrations including work with AWS S3 buckets, APIs, and data ingestion-partnering with engineering where needed. A working technical understanding is critical and the ability to handle SSO set up is a must.
• Drive Time-to-Value (TTV): Ensure customers to rapidly connect with their key tooling ecosystem and ensure they are set up for success beyond onboarding.
• Design & optimize scalable processes: Create playbooks, educational material, templates, and best practices for technical onboarding at scale and evolve our methodology as we grow.
• Project manage multiple technical onboarding implementations in parallel , coordinating internal resources while supported by CSMs and Journey Management Coaches.
• Collaborate across teams: Work closely with Sales, Customer Success, Product, and Support to ensure a seamless handoff and exceptional experience.
• Serve as a trusted advisor: Guide new customers through journey management best practices and kicking off their adoption of the platform.
• Measure and report outcomes: Track onboarding KPIs, customer health, and adoption signals to improve predictability and performance.
• Champion the voice of the customer: Advocate for customer needs and feedback across internal teams to drive product and process improvements.

Requirements

• 3+ years of experience in onboarding, implementation, within SaaS, CX, research, or workflow platforms.
• Proven ability to manage a portfolio of enterprise onboarding projects simultaneously.
• Track record of leading onboarding/implementation programs for mid-market and enterprise accounts.
• Comfortable working with technical teams and concepts-especially related to APIs, AWS (including S3), and customer data workflows.
• Experience working cross-functionally with Product, Sales, and CS teams in fast-paced, high-growth environments. You will have direct access to Product/Engineering to help accelerate platform implementation.
• Exceptional project management and communication skills - you keep teams aligned and customers confident.
• Empathy for users navigating change and a knack for simplifying complex concepts.
• Familiarity with journey management, CX strategy, or design thinking is a major plus.
• Bonus if you've worked with or are inspired by platforms like Qualtrics, Medallia or UserTesting.
• Why Join Us
• Be part of a category-defining company transforming customer experience at scale.
• Work with forward-thinking enterprise customers and collaborate with a world-class team.
• Enjoy a remote-first culture, flexible schedule, and strong focus on well-being.
• Help shape our onboarding playbook from the ground up, with ownership and autonomy.
• What we offer our permanent employees

Benefits

Additional Information

Help fix customer-centricity at scale Every company wants to become more customer-centric. At TheyDo, we make that ambition real. Our AI-powered journey management platform helps the world's largest enterprises align around what matters most: their customers. By bringing scattered data and teams together, we empower smarter decisions and better experiences. Since 2019, global leaders across industries - including Ford, Cisco, Johnson & Johnson, Siemens, Home Depot, and Lufthansa - have trusted us to scale journey management and deliver measurable impact. Backed by $50M from top-tier investors, including Blossom and 20VC, we are building a category-defining company. Our fully remote team of 100+ TheyDoers represents 30+ nationalities across 27 countries, united by a customer-led, people-first culture. Our mission is clear: Make journey management the most powerful business tool in the world. If you're looking for a place where your work shapes the future of how companies operate, join us. Let's build it together.

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