Manager II, Services
About the role
What we’re looking for
We are seeking a Manager II, Services, to lead our Small and Mid-Enterprise (SME) Onboarding Team, reporting directly to the Senior Director of Global Customer Success & Services. This is a critical backfill role focused on setting customers up for long-term success by defining and executing a structured, supportive onboarding experience that drives strong product adoption and early value realization. This manager will be responsible for coaching and developing a team of five Onboarding Specialists, driving key performance indicators (KPIs) like Time to Value and Onboarding Score, and acting as a central partner to GTM Enablement, Product, Support, and Marketing teams to continuously embed best practices into the customer journey. By overseeing team management, operational workflows, and high-impact initiatives like Automated Provisioning and CSM Handover Updates, this role offers an exciting opportunity to significantly shape our customer experience at scale.
What you’ll be working on
- Team Leadership and Performance Management: Coach, develop, and manage a team of five Onboarding Specialists. Drive and evaluate core performance metrics (KPIs) including Time to Value, Onboarding Score, and CSat Scores.
- Strategic Onboarding Execution and Optimization: Define, execute, and continuously improve the structured customer onboarding experience to drive strong product adoption and early value realization.
- Cross-Functional Partnership and Best Practices: Act as a central partner to Product, Support, Marketing, and GTM Enablement teams to incorporate top reasons for support and new features/functionality into the Onboarding curriculum and training materials.
- Operational Workflow Management: Oversee and manage the daily operational workflows, including the Onboarding Queue, specific provisioning/handover CTAs, and complex checks like HIPAA + SMS Enablement.
- High-Impact Strategic Initiatives: Drive and oversee key initiatives aimed at shaping the customer experience at scale, such as Automated Provisioning, CSM Handover Updates, and Onboarding Handbook Updates.
We’d love to hear from people with
- 5+ years of professional experience in Customer Success, Technical Services, Onboarding, or a related function within a SaaS or B2B environment.
- Demonstrated expertise in team performance management, including coaching specialists and driving quantitative KPIs such as Time to Value, Onboarding Score, and CSat.
- Proven ability to manage complex, daily operational workflows, including customer provisioning, technical enablement checks (e.g., HIPAA/SMS), and high-volume ticket queues.
- Experience in cross-functional partnership with Product, Support, or GTM Enablement teams to integrate new features and support trends into customer education materials.
- Track record of successfully driving strategic initiatives or projects (e.g., process automation, system improvements, or developing team resources/handbooks) that scale the customer experience.
- Required Technical Skill: Proficiency with Customer S