What are the responsibilities and job description for the Onboarding Manager - North America position at Phorest?
Hiring Location
This is a remote position. We are accepting applications from candidates in the following locations for this exciting opportunity:
- USA: Arizona, Connecticut, Florida, Illinois, Maryland, Massachusetts, New Jersey, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, Texas and Utah
- Canada: Ontario, Quebec
About Phorest
Phorest powers 11,000 hair and beauty salons using our software across the globe. Our aim is to capture 25% of the market globally – that’s one million salons and a billion-dollar company.
We are growing and would like to add a new member to our team. You will join a group of highly motivated individuals, to help us grow Phorest faster.
The Opportunity
We are seeking an experienced, metrics-driven, and customer-obsessed Onboarding Manager to lead our North American Onboarding team and drive operational excellence. In this role, you will manage a team of 12 Onboarding Specialists, ensuring the delivery of a best-in-class onboarding experience for our clients while maintaining key performance metrics. The ideal candidate will demonstrate strong leadership skills, data-driven decision making, and a deep understanding of the client journey.
This role reports to the Head of Customer Success North America and works closely with the Process Manager North America to ensure alignment across the onboarding journey, data migrations, and feature activation. This position is critical to our growth in the North American market and requires someone who can effectively communicate with leadership, handle escalations creatively, and continuously improve processes.
What You'll Do
Lead and Develop: Lead a high-performing team of 12 Onboarding Specialists with clear direction, comprehensive training, and regular quality assurance through call shadowing
Drive Metrics and Operations: Own all North American onboarding metrics (go-live targets, cancellation rates, client satisfaction), implement innovative process improvements, and provide data-driven insights to leadership
Ensure Client Success: Design best-in-class onboarding experiences, handle escalations creatively, and develop strategies to reduce churn during the critical onboarding phase
Collaborate Across Teams: Partner closely with the Process Manager North America on onboarding strategy and execution, act as the voice of the customer within Phorest, maintain strong cross-functional relationships, and serve as a key liaison for client feedback and feature requests
Lead Strategically: Identify trends and opportunities, create compelling business cases for resources or changes based on data analysis, and align onboarding strategies with company objectives
Who You Are
Education: Bachelor's degree required to ensure foundational knowledge in business processes, analytics, and communication skills necessary for success in this role
Experienced Leader: 6 years of work experience with at least 3 years managing operational teams in a SaaS environment, specifically in onboarding or implementation functions focused on customer software adoption, with proven success driving metrics and developing talent
Strategic Thinker: Strong analytical skills with the ability to translate data into actionable insights and business cases
Effective Communicator: Clear communicator who can convey complex information to different audiences and influence cross-functional stakeholders
Client Champion: Client-centric approach with a deep understanding of the customer journey and passion for the salon industry
Technical Aptitude: Demonstrated ability to quickly learn complex SaaS products similar to Phorest, with a strong grasp of key SaaS metrics and the capacity to understand customer perspectives and business needs in specialized industries.
Benefits
Phorest currently offers a range of fully employer-paid benefits including Medical, Dental, Life, AD&D, Short Term Disability, an EAP, and wellness perks.
Employees also have access to optional extras, such as a 401(k) and a range of upgraded insurance options.
Career development is important to us. We even have our own in-house Learning and Development/Business coach and many online resources including LinkedIn learning.
We like to have fun, build camaraderie through regular social events.
Phorest also encourages Employee Resource Groups, you will have the opportunity to join or champion a club, society, or group.
Phorest is an equal opportunities employer. We value diversity at our company and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.
