Hybrid Senior Onboarding Manager – Mid-Market

at Nory

• Job title: Senior Onboarding Manager – Mid-Market
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, London, United Kingdom

About the role

• Onboarding Manager at Nory managing mid-market customer implementations. Driving successful adoptions while collaborating across Customer Success, Sales, Product, and Onboarding teams in a hybrid role.

Responsibilities

• Lead mid-market onboardings: Manage the full customer journey from pre-sales through to rollout, and handover to Customer Success & Support.
• Ensure successful adoption: Understanding customer strategy, educating on best practice and ensuring that projects are delivered in a way that enables long term product adoption and success.
• Deliver world class projects: Ensure world class project & stakeholder management, minimising time to value and ensuring fantastic customer experience.
• Develop scalable playbooks: Formalise SOPs and create documentation that allows us to grow our mid-market onboarding function.
• Improve cross-functional coordination: Partner closely with internal teams to streamline handovers, eliminate blockers, and close gaps between Sales and CS.
• Voice of the customer: Surface insights that shape our product roadmap and help us better serve our most complex customers.

Requirements

• SaaS Onboarding experience: You have 5 to 8 years of experience in Onboarding within SaaS, working with MM customers.
• Hospitality background: Experience working with hospitality or restaurant clients.
• Communication and stakeholder management: You communicate clearly and confidently, building strong relationships with stakeholders at all levels and acting as a trusted advisor.
• Exceptional project management: Able to manage multiple workstreams, coordinate cross-functional teams, and deliver exceptional time to value and successful product adoption outcomes.
• Customer value driver: You’ll be able to adapt your approach to the customers strategy, offering best practice guidance and ensuring you are setting them up for long term success.
• Drive to build: You have experience building and refining standard operating procedures and scalable processes that improve customer experience and internal efficiency. You take responsibility for solving problems and improving processes, and think long-term about impact.
• Startup mindset: You thrive in fast-paced, early-stage environments, move quickly, and take initiative to maintain momentum and resolve issues efficiently. You are comfortable with ambiguous environments, multitask effectively, and remain calm under pressure.

Benefits

• Meaningful equity, at Nory everyone is an owner!
• 35 days of paid leave per year (including bank holidays)
• Comprehensive private health insurance via Axa
• Enhanced parental leave and baby loss support
• Learning & development culture – £1000 personal annual budget + quarterly book budget
• £250 home office workspace budget
• Regular team offsites & socials
• Hybrid role with 2-3 days working from our Holborn office
• And much more