Onboarding Manager

12twenty

. Lead, manage, coach, and develop a team of four onboarding specialists .

Posted 11/3/2026full-timeRemote • California • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading onboarding teams, managing complex implementations, and driving customer success through effective communication and project management. Proficient in utilizing cloud-based tools and analyzing onboarding metrics for continuous improvement.

Highest-signal resume keywords

SaaS Onboarding ExperienceTeam LeadershipProject Management CertificationCustomer Success MetricsSSO Integration Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Onboarding Process DevelopmentImplementation ManagementAdvanced Excel SkillsAPI Testing with PostmanData Analysis

Soft Skills

Clear CommunicationExceptional OrganizationJudgmentCalm Handling of EscalationsAbility to Set Priorities

Tools & Technologies

SalesforceSlackJiraZoomTotango

Certifications & Qualifications

Project Management Professional (PMP)Certified Associate in Project Management (CAPM)

Industry Keywords

Higher EducationCareer Services TechnologyCustomer FeedbackOnboarding PlaybookImplementation Process

Tech Stack

Tools & technologies

CloudPMP

About the role

Key responsibilities & impact

Lead, manage, coach, and develop a team of four onboarding specialists
Assign and balance account portfolios based on capacity, complexity, and team strengths
Run weekly team meetings and regular 1:1s; set goals and provide feedback
Onboard and ramp new team members and support hiring
Own the onboarding portfolio from contract execution through initial adoption
Set milestones, run weekly portfolio reviews, identify at-risk accounts, and unblock stalled implementations
Hold the team accountable for time-to-value and on-time graduation from onboarding
Directly handle complex, high-visibility, or at-risk implementations
Serve as escalation point for customer issues, scope disputes, delays, and technical blockers
Partner with Support, Product, and Engineering to resolve configuration, SSO, integration, and data issues
Communicate with university leadership when timelines or expectations need to reset
Create, document, and refine the onboarding playbook
Standardize templates, checklists, and handoff criteria
Build scalable self-guided training resources and determine when to use live sessions
Use customer feedback, CSAT, and onboarding health data for continuous improvement
Own handoffs from Sales into onboarding and from onboarding to Account Management
Share customer feedback and product gaps with Product and leadership
Report onboarding metrics to the Director of Customer Success and contribute to CX initiatives
Provide a proactive, customer-centric experience
Meet success milestones across the first 30, 60, and 90 days

Requirements

What you’ll need

Bachelor's degree preferred
5+ years in SaaS onboarding, implementation, or customer success, or comparable experience in a university career services center paired with SaaS implementation work
2+ years leading people or teams, formally or as a team lead, including coaching and performance conversations
Track record of managing multiple concurrent implementations to on-time delivery
Experience building or overhauling an onboarding or implementation process
Calm, credible handling of escalations with customer stakeholders, including senior leaders
Clear communication across Slack, Jira, Salesforce, Zoom, etc.
Fluency with cloud-based tools and ability to learn new technology quickly
Exceptional organization and judgment, comfort with ambiguity, and ability to set priorities with minimal guidance
Experience leading a remote team
Formal project management experience or certification (PMP, CAPM, or similar) is a bonus
Salesforce and a customer success platform such as Totango or Gainsight are bonus qualifications
Experience with SSO integrations, including SAML and Shibboleth, is a bonus
Experience testing APIs with Postman is a bonus
Advanced Excel skills are a bonus
Experience in higher education or career services technology is a bonus

Benefits

Comp & perks

Equity for US employees
Medical, dental, and vision benefits
401(k)
Paid time off
Competitive salary
Generous PTO policy
Regular team happy hours and activities
Remote work flexibility
Stock options