Senior Manager, Customer Onboarding (South Africa) This role leads the end‑to‑end onboarding experience for mid‑market and enterprise customers within a fast‑scaling SaaS environment. You will be responsible for building and guiding a high‑performing onboarding team that ensures customers achieve rapid time‑to‑value and long‑term success. Acting as a key bridge between Sales, Product, Customer Success, and Support, you will help shape a seamless customer journey from post‑sale through full adoption. The position combines strategic leadership with hands‑on operational ownership, requiring a strong focus on process design, scalability, and customer satisfaction. You will also use data and customer insights to continuously refine onboarding performance and identify opportunities for expansion. This is a highly visible role where your work directly impacts customer experience, retention, and business growth. Accountabilities Lead, mentor, and develop a team of Customer Onboarding Managers, ensuring strong performance, accountability, and customer satisfaction outcomes Design and continuously improve scalable onboarding frameworks tailored to different customer segments, including mid‑market and enterprise clients Oversee the full onboarding lifecycle, ensuring clear communication, structured project execution, and successful product adoption Partner closely with Sales, Product, Customer Success, and Support teams to deliver a unified and seamless customer experience Monitor onboarding KPIs, customer feedback, and operational metrics to identify improvement opportunities and drive process optimization Conduct training and enablement sessions for onboarding teams to ensure consistency, product expertise, and best practices adoption Work directly with customers to understand business needs and tailor onboarding approaches accordingly Identify upsell and expansion opportunities during onboarding and collaborate with Sales to support revenue growth Requirements 5+ years of experience in customer success, account management, onboarding, or related SaaS roles 3–5 years of people management experience, with a proven ability to lead and develop high‑performing teams Experience designing and improving onboarding or implementation processes in a SaaS environment Strong communication and interpersonal skills, with the ability to build trusted relationships with clients and internal stakeholders Data‑driven mindset with the ability to analyze KPIs and translate insights into actionable improvements Ability to operate effectively in a fast‑paced, dynamic, and evolving environment Strong organizational and project management skills, with attention to detail and execution excellence Bachelor’s degree in business, communication, or a related field (or equivalent experience) Benefits Competitive base salary aligned with experience and market benchmarks Remote work flexibility with hybrid connection opportunities and periodic team gatherings Comprehensive health coverage including medical, dental, vision, and prescription plans Paid time off, parental leave, and medical leave for personal and family needs 401(k) retirement plan with employer matching contributions Flexible spending accounts (FSA) and health savings accounts (HSA) options Wellness support, including mental health resources and fitness stipends Home office setup support after one year of employment Professional development and continuing education support Inclusive, collaborative, and mission‑driven team culture #J-18808-Ljbffr