What are the responsibilities and job description for the Customer Onboarding Manager position at SafetyCulture?
SafetyCulture is a customer—and product-led SAAS company with an ambitious mission: to empower front-line workers to drive operational excellence and take ownership of their safety and well-being. Our technology platform and products give front-line workers a voice and leaders the visibility to make smart decisions to improve safety, quality, and efficiency.
As we continue to grow, an opportunity has arisen for a Customer Onboarding Manager to join our Customer Success team. As a Customer Onboarding Manager, you are the most important touchpoint for our newest customers who are about to start their SafetyCulture journey to drive safety, quality and operational outcomes.
You will play a critical role in ensuring the successful deployment of SafetyCulture products with our customers. You’ll use your exceptional communication skills to work closely with the Sales and Customer Success teams to deliver projects on time, while exceeding the needs and expectations of our customers.
- Develop and deliver onboarding plans for each customer, aligning with Sales & Customer Success on their goals, timelines and unique needs. .
- Lead kick-off meetings, guiding stakeholders through onboarding milestones and providing a clear roadmap for success.
- Serve as the primary point of contact during onboarding, ensuring timely configuration, training, and go-live success.
- Understand and consult on product and industry best practices in order to act as a trusted advisor to your customers and inspire new use cases with SafetyCulture
- Identify any risks and obstacles your customers are facing to ensure we stay ahead of customers to reduce churn risks.
- Partner closely with Customer Success Managers to ensure a seamless handoff post-onboarding, providing context and insights to maintain customer momentum.
- Build and continuously improve onboarding templates and playbooks to support efficiency and scale as the customer base grows.
- 3 years experience implementing software, consulting or project management, ideally in SaaS or enterprise software environments.
- Strong communication, presentation, and interpersonal skills, with experience training groups and facilitating conversations with senior executives.
- Proactive, detail-oriented, and adaptable, with the ability to thrive in a fast-paced, collaborative environment.
- A growth mindset, continuously seeking opportunities to improve processes, learn, and innovate
- A background in leveraging data through a variety of tools to inform and execute strategies that encourage product adoption
- Ability to actively listen, understand customer pain points and take action
- Equity with high growth potential, and a competitive salary
- Flexible working arrangements, we encourage you to create the best work blend while working from your home and the local SafetyCulture office
- Access to professional and personal training and development opportunities
- Hackathons, Workshops, Lunch & Learns
- We encourage involvement in the community, open source work, attending talks and events, and experimenting with new technologies
- In-house Culinary Crew serving up daily breakfast, lunch and snacks
- Barista coffee machine, craft beer on tap, boutique wines and a range of non-alcoholic beverages
- Wellbeing initiatives such as subsidised fitness programs, EAP services and generous parental leave policy
- Quarterly celebrations and team events, including the annual Shiplt global offsite
- On-site gym, table tennis, board games, books library, and pet-friendly offices
