Manager of Customer Onboarding

Steer is a company that offers a suite of software tools for automotive repair shops, aiming to enhance profitability and customer retention. The Manager of Customer Onboarding will redefine the onboarding process to improve customer experience and retention, managing a team and streamlining workflows to achieve these goals.

Responsibilities:

• Conduct a "root to branch" review of our current onboarding playbook and implement a streamlined, automated, and repeatable version
• Manage, coach, and upskill a team of Onboarding Specialists, setting clear expectations and rebuilding a culture of winning
• Partner with Sales to ensure seamless handoffs and with Customer Success to ensure long-term health is baked into the implementation
• Directly impact company-wide Churn and CSAT scores by ensuring every customer feels "high-touch" care through "high-tech" efficiency
• Define and track the metrics that matter (Time-to-Value, Activation rates, Team Capacity)

Requirements:

• 3+ years in a leadership or management role within Onboarding, Implementation, or Customer Success
• Proven track record of managing implementation or onboarding teams in a fast-paced environment (SaaS highly preferred)
• Experience leading through change—you've successfully navigated a team through a pivot or a process overhaul before
• Deep understanding of the 'Customer Success' philosophy and how the first 30/60/90 days dictate the lifetime value of a client
• Process Optimization Experience: Evidence of a time you reduced onboarding friction or shortened implementation cycles
• Stakeholder Management: Ability to navigate difficult conversations with Sales or Product teams to improve the customer experience
• Experience with HubSpot, Jira, or Gainsight (or similar platforms)
• Experience with automotive industry
• Experience in a 'Turnaround' environment where you were responsible for fixing a broken department or process