The Role

As a Manager of Onboarding, you will lead a team of onboarding professionals responsible for guiding clients through a successful and timely getting started journey. You will oversee team performance, workload, service quality, and customer outcomes while coaching team members to deliver a consistent, high-quality onboarding experience.

You will also partner with Getting Started leadership and cross-functional teams to identify opportunities, improve processes, and evolve Bloomerang's onboarding programs as our products and customers' needs grow.

What You Will Do

• Lead, coach, and develop a team of onboarding professionals, providing clear expectations, regular feedback, and ongoing performance support.
• Oversee the team's portfolio to promote timely implementation of Bloomerang products, strong customer engagement, and successful onboarding outcomes.
• Establish, drive, and report on key onboarding metrics while monitoring team capacity, workload, and project progress to identify risks and ensure resources are appropriately balanced.
• Conduct call and experience reviews, providing actionable coaching to strengthen customer communication, service quality, objection handling, expectation setting, and change-management guidance.
• Identify customer and project risks early, guide the team toward appropriate solutions, and support the escalation of critical issues when necessary.
• Partner with Conversion Project Managers, Customer Success, Support, Education, Product, Engineering, and Getting Started leadership to create a connected customer experience.
• Use customer feedback, performance data, and team insights to identify and implement improvements to onboarding processes.
• Help translate product capabilities and customer needs into clear onboarding expectations, deliverables, and measures of success.
• Maintain a strong understanding of Bloomerang products, onboarding best practices, and relevant industry trends, sharing knowledge with the team.

What You Need to Succeed

• 2-3 years of experience leading a customer-facing onboarding, implementation, or professional services team, preferably in a SaaS environment.
• 1-2 years of experience in a customer-facing SaaS onboarding, implementation, or project management role.
• Demonstrated ability to coach, develop, and inspire team members while maintaining accountability for performance.
• Strong operational and project-management skills, including the ability to prioritize competing needs and manage a high-volume portfolio.
• Excellent written and verbal communication skills, with the ability to collaborate effectively with customers, team members, cross-functional partners, and leadership.
• Strong technical aptitude and the ability to learn new software products, workflows, and concepts quickly.
• A proactive, solutions-oriented approach to identifying risks, resolving challenges, and improving processes.
• Comfort using performance data and customer feedback to evaluate outcomes and guide decisions.
• A genuine commitment to serving organizations in the nonprofit sector.

Benefits

Health + Wellness
You'll have access to generous health, vision, and dental insurance options as well as HealthiestYou, a healthcare service that offers convenient, confidential access to quality doctors 24/7, anytime, anywhere.

Time Off
You'll get a competitive PTO package that includes 20 PTO days, 3 flex days, 4 optional volunteer days, 12 paid holidays, as well as paid parental leave. More is more!

401kYou'll receive a 401k match to help invest in your future.

Equipment
Everything you need to be successful, shipped right to your door. You got this. We got you.

Compensation
The salary range for this position is $81,500 - $110,000. You may also be eligible for a discretionary bonus. Actual compensation within the range will be dependent on your skills, experience, qualifications, and location, as well as applicable employment laws

Location
This is a permanent, full-time, fully remote position (within the U.S. and select Canadian Provinces only). Employees living in Indianapolis, IN are welcome to work from our company headquarters. We do not offer Visa sponsorship or relocation assistance at this time.

AccommodationsApplicants who require accommodations may contact [email protected] to request an accommodation in completing an application.