Onboarding Manager, Customer Experience

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.

About the Opportunity

The organization is growing its team of passionate creatives and builders on a mission to make design accessible to all. The platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, the organization empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join the team!

As an Onboarding Manager, you’ll partner with the largest customers and help set them up for immediate success by leading them through a clearly defined onboarding process. You’ll build and leverage key cross-functional relationships across Sales, Marketing, and Product Support as you deliver an exceptional onboarding experience. You’ll use metrics, customer feedback, and direct experience to help identify new initiatives and materials needed to better engage and support customers. You are an excellent communicator and project manager with a passion for customers, and the team can’t wait to meet you!

This is a full time role that can be held from one of the US hubs or remotely in the United States.

Key Responsibilities

• Own and manage the onboarding process for the largest customers from pre-sales through successful onboarding closeout
• Partner closely with Account Executives to ensure smooth customer handoff experience
• Understand customer goals and successfully manage their onboarding timeline towards value
• Work with Customer Enablement Managers, Technical Account Managers, Design Advocates and Solutions Consultants to effectively execute against the customer onboarding process
• Report on metrics and customer feedback to assess the impact of successful onboarding and to help identify new customer initiatives and product opportunities
• Develop content and enablement resources for customers to use for training/education and to help accelerate product adoption
• Deliver live and scalable training sessions customized to customer maturity and needs
• Understand and consult on product and industry best practices in order to act as a trusted advisor to customers and inspire new possibilities using the product

Required Qualifications

• 3+ years of experience in a customer facing role working with technical products
• B2B SaaS experience with a technical product
• Proven project management skills and experience working with multiple customers concurrently
• Excellent oral and written communication skills
• Experience speaking to customers representing different personas across both function and seniority
• Consultative approach; ability to navigate complex business needs and technical requirements

Preferred Qualifications

• Experience using or working with the organization's product, or other UX/UI experience
• You embody the organization's values and can thrive in a constantly evolving and growing environment

The organization believes in hiring smart, curious people who are excited to learn and develop their skills. If you’re excited about this role but your past experience doesn’t align perfectly with the points outlined in the job description, you are encouraged to apply anyways. You may be just the right candidate for this or other roles.

Additional Information

If based in the organization's San Francisco or New York hub offices, this role has the annual base salary range stated below.

Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. The listed range is a guideline, and the range for this role may be modified. For roles that are available to be filled remotely, the pay range is localized according to employee work location by a factor of between 80% and 100% of range. Please discuss your specific work location with your recruiter for more information.

The organization offers equity to employees, as well a competitive package of additional benefits, including health, dental & vision, retirement with company contribution, parental leave & reproductive or family planning support, mental health & wellness benefits, generous PTO, company recharge days, a learning & development stipend, a work from home stipend, and cell phone reimbursement. The organization also offers sales incentive pay for most sales roles and an annual bonus plan for eligible non-sales roles. The organization’s compensation and benefits are subject to change and may be modified in the future.

Annual Base Salary Range:

$127,000—$221,000 USD

The organization celebrates and supports differences. The team knows employing a group rich in diverse thoughts, experiences, and opinions allows employees, the product and the community to flourish. The organization is an equal opportunity workplace - dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status, or any other characteristic protected by law. The organization also considers qualified applicants regardless of criminal histories, consistent with legal requirements.

The organization will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If accommodation is required, please reach out to the provided contact for accommodations. These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities.

Examples of accommodations include but are not limited to:

• Holding interviews in an accessible location
• Enabling closed captioning on video conferencing
• Ensuring all written communication be compatible with screen readers
• Changing the mode or format of interviews

To ensure the integrity of the hiring process and facilitate a more personal connection, candidates are required to keep their cameras on during video interviews. Additionally, if hired, attendance at in person onboarding will be required.

By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with the organization's Candidate Privacy Notice.