Senior Manager of Customer Onboarding

The Senior Manager of Customer Onboarding is a quality, performance, and execution leader accountable for the output of a team of onboarding managers. You will build and run the program that drives software adoption, customer competence with new digital workflows, and — above all — payments utilization. The ideal candidate is a proven people leader who knows how to get high performance out of individual contributors, holds the team accountable to the playbook, and has a track record of enabling customers for continued revenue growth while coaching others to do the same.

Responsibilities:

• Build and lead a high-performing team of onboarding managers — set clear expectations, coach to the top of each person’s range, and develop them into consistent performers.
• Own the end-to-end onboarding experience — smooth transitions, on-time delivery, and the quality standard of a best-in-class program for this industry.
• Own the strategy that drives customer enablement and payments adoption, ensuring key utilization metrics are met and customers are positioned for continued revenue growth.
• Act as an escalation point for complex onboarding challenges, collaborating with other teams to resolve issues.
• Guide the team and customers through data migration, setup, and account activation, ensuring data integrity and security.
• Redesign how onboarding gets done — you’ll have real latitude to experiment with AI and tech-enabled workflows that cut time-to-value and lift customer satisfaction.
• Own the enablement program end to end — playbooks, milestones, and coaching cadences that produce measurable software adoption, workflow competence, and payments utilization, benchmarked against the best in the industry.
• Run a tight performance rhythm — 1-on-1s, team reviews, and metrics that tell you where to coach next — addressing gaps early and directly.
• Partner with Sales, Product, and Customer Success to align efforts and deliver a seamless client experience, and report on onboarding metrics, team performance, and program improvements to leadership.

Requirements:

• 6-10 years of experience in SaaS onboarding, implementation, or similar roles, with at least 3 years leading a team of individual contributors. This is not a first-time management role — you must have already owned team performance, including coaching, accountability, and managing underperformance to a standard.
• Demonstrated success driving software adoption and payments or digital-workflow utilization, with metrics you can speak to.
• Proven ability to coach others to the same results — developing individual contributors into consistent, high performers.
• Experience designing or rebuilding an onboarding or enablement program — playbooks, milestones, quality standards — not just running one someone else built, with the project management discipline to hold competing priorities together. Experience applying AI or automation to service delivery is a plus.
• Excellent communication and relationship-building skills, with the confidence to guide accounting and operations stakeholders through changes to their own workflows — including the shift to digital payments. Data migration should be familiar territory as part of initial setup and activation; you don’t need to have run large migrations yourself, but it can’t be a foreign concept.
• One of two backgrounds, and we want to see both: (a) hands-on understanding of association management and fund accounting — you know what a solid, efficient accounting setup looks like and what these customers need to be successful; or (b) a strong track record leading onboarding or implementation teams in vertical SaaS or ERP, with the appetite to go deep on fund accounting fast. Candidates who bring both will move quickest, but the deciding factor is whether you want this role specifically — tell us why.
• Bachelor’s degree preferred but not required.