Senior Manager, Customer Onboarding

Are you someone who thrives on building lasting relationships and guiding customers to success right from day one? We're looking for an exceptional Senior Manager, Customer Onboarding to join our team at Tekmetric. This is a unique chance to lead the charge in welcoming new partners into our thriving community, ensuring they quickly realize the full potential of our innovative platform. If you're passionate about customer experience, ready to shape an entire onboarding journey, and eager to make a real impact with a rapidly growing tech company, then this could be your next big adventure. You'll be instrumental in empowering auto repair shops worldwide, helping them transform their operations and customer engagement.

Overview

Tekmetric is revolutionizing the auto repair industry with our all-in-one, cloud-based platform. We help shops run smarter, grow faster, and serve their customers better. As our Senior Manager, Customer Onboarding, you'll play a crucial role in shaping the initial experience for our newest customers. You will lead a dedicated team, designing and implementing strategies that ensure a seamless, effective, and delightful journey from signup to full adoption. This is a fully remote opportunity, open to talented individuals anywhere in the world, allowing you to contribute to our mission from wherever you are.

Key Responsibilities

Develop and execute a world-class customer onboarding strategy, setting new shops up for immediate success and long-term engagement.
Lead, mentor, and grow a high-performing team of Onboarding Specialists, fostering a culture of excellence and continuous improvement.
Collaborate closely with Sales, Product, and Customer Success teams to ensure a smooth handoff and integrated customer journey.
Analyze onboarding metrics and customer feedback to identify areas for improvement and drive iterative enhancements to our processes and tools.
Design and implement educational resources, training materials, and self-service options that empower customers to quickly master our platform.
Act as a key voice of the customer, advocating for their needs and translating insights into actionable recommendations for product development.
Manage project plans and timelines for new feature rollouts, ensuring customers are effectively onboarded to new functionalities.

Requirements

We're looking for someone who brings a strong blend of experience and passion:

You bring at least 5+ years of progressive leadership experience in customer success, onboarding, or account management, ideally within a SaaS environment.
Demonstrated success in building, leading, and scaling high-performing customer-facing teams.
A proven track record of designing and optimizing customer onboarding programs that drive adoption and reduce churn.
Exceptional communication, presentation, and interpersonal skills, with the ability to influence and inspire both customers and internal teams.
Strong analytical abilities, comfortable with data-driven decision making and using metrics to measure success.
Experience working remotely and managing distributed teams is a significant plus.
A genuine passion for helping businesses thrive and a natural curiosity for the auto repair industry.

What You'll Gain

The chance to lead and make a significant impact at a rapidly growing, industry-leading tech company.
An opportunity to shape the customer journey and directly influence our product and services.
Work in a collaborative, supportive, and innovative remote environment.
Professional growth and development opportunities, supported by a company that values continuous learning.
The flexibility and autonomy of a fully remote role, allowing you to work from anywhere in the world.
Be part of a movement that's truly transforming an essential industry.