As the User Onboarding Implementation Manager, you’ll lead the onboarding experience for new clients—from SMBs to enterprise—ensuring they see value quickly and adopt our platform effectively. Sitting within the Customer Success team, you’ll own the implementation strategy, manage complex onboarding projects, and serve as a key cross-functional voice for customer experience, product alignment, and scalable growth.
What You’ll Do
- Lead and Manage Onboarding Projects: Own the full onboarding lifecycle for new clients, ensuring smooth and timely go-lives across regions and industries.
- Develop and Scale Processes: Design onboarding frameworks, playbooks, templates, and project plans that support a growing portfolio of customers and internal team members.
- Cross-Functional Leadership: Partner closely with Product, Engineering, Sales, and Support to align on client requirements, platform capabilities, and technical integrations.
- Customer Training & Enablement: Deliver tailored training sessions, platform walkthroughs, and onboarding resources for HR, payroll, and finance stakeholders.
- Client Configuration: Oversee system setup for core HCM modules, global payroll, benefits, EOR structures, and crypto payroll features.
- Team Mentorship (Future Growth): Help build and eventually manage a team of onboarding specialists to support global clients at scale.
- Global Readiness: Prepare onboarding workflows that accommodate diverse compliance environments, currencies, and employee types across regions.
- Client Success Alignment: Track and report onboarding health metrics (time-to-launch, satisfaction, adoption), and identify early risks to long-term retention.
What You’ll Bring
- 5+ years of experience in SaaS onboarding, implementation, or customer success roles (preferably in HR tech, payroll, or fintech)
- Strong background in managing client onboarding for mid-market to enterprise customers
- Deep understanding of HCM/HXM systems, global payroll, benefits administration, and/or EOR practices
- Comfortable navigating crypto-enabled systems and AI-based automation tools (or willingness to learn quickly)
- Exceptional communication, project management, and client-facing skills
- Experience in a remote-first or global team environment
- Familiarity with tools such as HubSpot and project management platforms like Asana.
Nice to Have
- Experience onboarding customers in global markets with regulatory or localization complexity
- Working knowledge of APIs or technical integrations
- Bilingual or multilingual skills
- Prior experience building onboarding playbooks or managing an implementation team
