theydo - Senior Onboarding Manager

Remote - European Economic Area+ Equity1mo ago

Remote Senior EMEA Cloud Computing Software Onboarding Specialist Advisor Team Management Coaching Customer Onboarding Reporting KPI Tracking

Requirements

• 3+ years of experience in onboarding, implementation, within SaaS, CX, research, or workflow platforms. • Proven ability to manage a portfolio of enterprise onboarding projects simultaneously. • Track record of leading onboarding/implementation programs for mid-market and enterprise accounts. • Comfortable working with technical teams and concepts—especially related to APIs, AWS (including S3), and customer data workflows. • Experience working cross-functionally with Product, Sales, and CS teams in fast-paced, high-growth environments. You will have direct access to Product/Engineering to help accelerate platform implementation. • Exceptional project management and communication skills - you keep teams aligned and customers confident. • Empathy for users navigating change and a knack for simplifying complex concepts. • Familiarity with journey management, CX strategy, or design thinking is a major plus. • Bonus if you've worked with or are inspired by platforms like Qualtrics, Medallia or UserTesting.

Responsibilities

• Own the onboarding journey for all new mid-market and enterprise customers, acting as the primary point of contact during implementation. • Support technical onboarding: Lead coordination on tracking technical integrations including work with AWS S3 buckets, APIs, and data ingestion—partnering with engineering where needed. A working technical understanding is critical and the ability to handle SSO set up is a must. • Drive Time-to-Value (TTV): Ensure customers to rapidly connect with their key tooling ecosystem and ensure they are set up for success beyond onboarding. • Design & optimize scalable processes: Create playbooks, templates, and best practices for technical onboarding at scale—and evolve our methodology as we grow. • Project manage multiple technical onboarding implementations in parallel, coordinating internal resources while supported by CSMs and Journey Management Coaches. • Collaborate across teams: Work closely with Sales, Customer Success, Product, and Support to ensure a seamless handoff and exceptional experience. • Serve as a trusted advisor: Guide new customers through journey management best practices and kicking off their adoption of the platform. • Measure and report outcomes: Track onboarding KPIs, customer health, and adoption signals to improve predictability and performance. • Champion the voice of the customer: Advocate for customer needs and feedback across internal teams to drive product and process improvements.

Benefits

• Be part of a category-defining company transforming customer experience at scale. • Work with forward-thinking enterprise customers and collaborate with a world-class team. • Enjoy a remote-first culture, flexible schedule, and strong focus on well-being. • Help shape our onboarding playbook from the ground up, with ownership and autonomy. • 💰 Competitive compensation and pre-IPO equity - we like to give our team members ownership with our stock package. When TheyDo succeeds, we all succeed! • 🌍 Fully remote working with flexible hours - we're staunch advocates for autonomy and flexibility. • 🩺 Health Insurance benefit - at TheyDo our team’s health and wellbeing are a priority. We include tailored support for every employee, regardless of location. • 🌴 Flexible holiday days – We love what we do and equally love taking a break. You'll have a minimum of 25 days of paid holiday per year (pro rata), in addition to public holidays and an extra three days during our annual company-wide winter shutdown in December. • 🧠 Learning and Development budget we encourage everyone to take ownership and invest in their growth and development, providing financial support to benefit you in your role and career. • 🧘‍♂️Wellbeing budget - nurture your mind and body. We’ll support you in looking after you, whether it's meditation, mindfulness, or a yoga/gym membership. • 👪 Paid parental leave - we'll ensure financial support and time off for you to bond with the newest little members of your family (6 months for the primary carer, and 6 weeks for the secondary carer - fully paid). We provide paid childcare leave when you need to take time out to help your little one recover. • 👨‍💻Home office or co-working support - choose your ideal workspace with our home office or co-working budget. Whether you prefer the comfort of your home office or the collaborative atmosphere of a co-working space, we've got you covered. • 🗺️ Company events - we regularly connect in-person to strategise, reflect or simply have fun. Our most recent company retreats were held in Spain, Portugal and France. • ⚒️ Latest tech & tools - MacBook Air or Pro, we want you to have the equipment that you’re most comfortable with. We use tools such as Gather, Slack, Notion, Loom, G:Suite and naturally TheyDo to work collaboratively and asynchronously. • 🚀 Continuous growth of our benefits package as we continue to grow in size • To any recruitment agencies, we appreciate you would like to support us but we do not accept any unsolicited CVs or introductions.