Manager of Customer Onboarding

Company Overview

ServiceCore is a rapidly-growing field-service Software as a Service platform for the portable sanitation and dumpster industries, being named the #80th fastest growing software company in America by Inc. 5,000. The customers we serve have been severely underserved by prior software providers, making us the leading player in a huge industry with very little competition. Our software helps our incredibly hard-working business owners get more done and stress less. How? By supercharging their businesses with software that cuts wasted time, manages jobs, optimizes routes, tracks inventory, and automates billing. We are proud to offer a one-stop solution that allows our hard-working customers to be more productive and successful!

We live by our core values of Love Our Customers, Be Real, Give a Shit, Deliver Results and of course Keep it Fun. ServiceCore provides hard-working individuals the opportunity to work and grow within an agile, fast-paced start-up environment. We are proud of our accomplishments and take our jobs seriously while not taking ourselves too seriously. 

Role Overview

We’re seeking to hire a seasoned Manager of Customer Onboarding to lead a team of Implementation Project Managers and deliver a best-in-class onboarding experience for new ServiceCore customers. The ideal candidate is highly organized, detail-oriented, and tech-savvy, with strong experience in SaaS onboarding, team leadership, escalation management, and process improvement. You should have a proven track record of scaling and transforming a high-growth team and customer onboarding journey. Your philosophy as a leader is important: our teams make us great– how you motivate and grow them is an essential part of your success at ServiceCore.

What You'll be Doing

• Lead, grow, and develop a high-performing team of Implementation Project Managers.
• Track and measure KPIs, project milestones, onboarding progress, and team performance.
• Design, optimize, and maintain scalable onboarding processes, materials, tools, and workflows to increase efficiency and elevate the customer experience.
• Monitor the progress of each onboarding manager’s accounts to ensure smooth, timely, and successful customer launches.
• Build and maintain strong customer relationships; manage escalations and participate in key client meetings.
• Ensure seamless collaboration and handoffs between Sales, Onboarding, Support and Customer Success.
• Own the onboarding, training, and performance management of team members.
• Be an innovator: come up with new, creative ways to serve our customers and motivate your team.
• Drive exceptional customer satisfaction throughout the onboarding lifecycle.
• Act as the voice of the customer as well as collaborator by partnering with Product, Engineering, Marketing, and Sales to shape a best-in-class experience.
• Presenting and communicating with a range of internal and external audiences.

What You’ll Need to be Successful

• 5 years in SaaS customer-facing roles, including onboarding.
• 3 years of people leadership experience.
• Proven success scaling or transforming an onboarding team.
• Experience building one-to-many tech-touch onboarding programs.
• A motivating leader and clear communicator who can inspire and guide teams.
• Ability to clearly and confidently articulate complex topics to a variety of stakeholders.
• Strong relationship-builder who can earn trust quickly and resolve escalations with ease.
• Highly organized, prepared, process-driven, and always looking to streamline.
• High level of ownership and accountability in everything you do.
• Thrives in fast-paced, collaborative environments and embraces change.
• Comfortable with CRM, CSP, and support tools (Salesforce, ChurnZero/Gainsight, Zendesk/Jira, Slack).
• Willingness to travel periodically for onsite customer visits and company meetings.

Salary & Benefits

• $140K-$175K OTE (base variable - based on prior experience)
• 14 Company Holidays in addition to an open and flexible PTO policy
• Rich Health Insurance offerings such as: Medical, Dental, and Vision coverage (and more!) for both you and your dependents
• Employer 401(k) match
• Top tier hardware and work from home equipment offerings to remote employees
• Bi-Weekly Lunch Stipend for remote employees
• Regular Company Events (for both local and remote employees)

Ready to Apply?

If you believe you match the above criteria and are desiring a dynamic start-up environment with a management team that is dedicated to your success, then please apply!

In addition to our commitment to equal pay for equal work, ServiceCore is also committed to equal opportunity regardless of race, color, age, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, sexual orientation, marital status, citizenship, national origin, disability, or veteran status.