Senior Manager, Customer Onboarding
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Job Description
Senior Manager leading customer onboarding and building strong relationships for 8am. Driving alignment with Sales, Product, Engineering, and Operations for customer success.
Responsibilities:
- Own the Onboarding KPI framework, aligning performance to customer retention, time-to-value, and long-term success outcomes. Standardize and scale the onboarding experience through clear processes, CRM data integrity, SLAs, and operational best practices.
- Serve as the strategic voice of the customer journey, partnering cross-functionally with Sales, Product, Engineering, and Operations to drive alignment and continuous improvement.
- Lead team development through structured training, mentorship, product mastery, and coaching to ensure high-quality service delivery.
- Oversee escalations and executive-level communications for complex or high-priority accounts, mitigating risk and protecting customer relationships.
- Champion a high-performance, values-driven culture while driving initiatives that improve efficiency, adoption, and customer advocacy.
Requirements:
- 5+ years of leadership experience in customer onboarding, implementation, client success, or related post-sales functions
- BA/BS/BE degree required
- Proven ability to lead, influence, and drive change in cross-functional, fast-paced environments
- Exceptional customer relationship-building and communication skills (written and verbal)
- Strong analytical and problem-solving capabilities with sound judgment
- Highly organized with strong prioritization skills and consistent follow-through
- Passion for team development with a balance of operational, technical, and interpersonal strengths
- SaaS experience required; legal industry experience preferred
- Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation.
Benefits:
- Health Insurance Coverage: We offer our 8Team a variety of medical, dental, and vision plans, designed to fit your needs, including a 100% company-paid HDHP plan for employees.
- Financial perks: We offer a competitive compensation and benefits package including annual bonuses, equity options and 401(k) or RRSP if in Canada, with a company match for all team members.
- Time for what matters: Flexible Time Off, paid holidays, and a parental leave program for our new parents.
- Wellness: Wellness stipends, mental health support, and one-on-one nutrition coaching.
- Learning and Development: Continuous learning through 8am.edu, leadership programs, professional development funds, and individually focused talent development.
- Giving back to the communities around us: Participate in our charitable matching gift program, paid time off for volunteer service, and company-sponsored volunteer events (both local and virtually).
- Engagement: Virtual and in-person team-building events, quarterly award recognition through our Rise & Shine Award of Excellence Program, and our peer-to-peer appreciation platform.
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