Manager leading a team of Client Onboarding Specialists for Marsh Risk. Overseeing operations and driving efficiencies while fostering relationships with stakeholders in London or Norwich.
About the role
- Team Manager overseeing Customer Onboarding for Skimmer’s larger and strategic clients in B2B SaaS. Driving team performance and customer retention through effective onboarding strategies.
Responsibilities
- Coach and mentor a current team of Onboarding Managers, helping them deliver consistently excellent customer experiences. Support and develop team members through 1:1s, shadowing calls, and skill-building sessions.
- Set clear milestones and performance goals tied to customer activation metrics, to include Onboarding of new clients, and Everboarding of existing clients to include new users and feature adoption/activation at scale.
- Build a culture of continuous improvement, teamwork, and customer empathy.
- Manage onboarding and everboarding for Skimmer’s larger or more strategic mid-sized clients, providing tailored implementation and training.
- Design and refine scalable digital-led/tech touch onboarding and everboarding processes that drive rapid adoption through both digital-led automation and tech touch, and measurable success within the first 30 days.
- Maintain visibility into team capacity and customer onboarding and everboarding progress; proactively assist where needed.
- Partner closely with Sales, Support, Product, and Customer Success to ensure a seamless handoff from signature to onboarding to ongoing account management.
- Standardize workflows, playbooks, and onboarding/everboarding templates to ensure consistency across all customer segments.
- Track and analyze onboarding/everboarding metrics (time-to-value, activation success rate, customer satisfaction) and identify areas for improvement.
- Develop onboarding resources and self-service materials that extend reach and reduce time-to-launch.
- Collaborate cross-functionally with Account Management, Support, and Product to streamline the onboarding experience.
- Work across teams to deliver one-to-many onboarding/everboarding opportunities for Pros to learn to optimize their Skimmer usage.
Requirements
- Progressive contributor and demonstrated hands-on team leadership experience in small to mid-size customer onboarding, implementation, or customer success with B2B SaaS solutions.
- Proven success developing onboarding and everboarding strategies at scale and executing hands-on client implementations.
- Strong communication and presentation skills — able to translate technical workflows into business value for non-technical audiences.
- Comfort with CRM systems (Hubspot), project management tools, AI-forward tools like Intercom (Fin), and customer success analytics platforms.
- A collaborative and data-driven mindset grounded in customer empathy and accountability.
- Bonus Points:
- Experience in service-based or small business B2B SaaS environments.
- Familiarity with the pool and spa industry, seasonal service operations, or field management software.
- Background in operations, process design, or training development.
Benefits
- Competitive base pay + bonus potential
- Generous medical, dental, and vision plans (we pay 100% of your premium and 50% of your dependents’)
- Fantastic culture with a very strong eNPS- we work hard, celebrate wins, and learn as we go to always be improving to benefit our customers.
- Immediate access to 401(k) with company match
- Flexible PTO (MINIMUM of 10 days required every year)
- 12 weeks paid parental leave for birthing parent, 6 weeks paid leave for supporting partner
- Remote work friendly
- Comprehensive learning and development budget
- A manager dedicated to your development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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