Onboarding Success Manager I

Accountabilities

• • Own the end-to-end onboarding journey for Customers and Team Members, acting as the primary point of contact from the submission of a new hire through their successful engagement.
  • Provide timely, accurate, and customer-friendly guidance through explanatory documentation, internal knowledge sources, and direct communication.
  • Organize and lead meetings with Customers and Team Members to answer questions, clarify requirements, and keep onboarding activities moving forward.
  • Manage custom requests and escalations, working cross-functionally with Sales, Product, Legal, Finance, and other internal teams to reach effective resolutions.
  • Support contract customization activities in accordance with established internal procedures, requirements, and timelines.
  • Ensure all required customer information is collected, processed, and recorded accurately.
  • Maintain complete and accurate data within the employment platform to support smooth employment and a seamless customer experience.
  • Follow established playbooks, processes, and best practices while identifying opportunities to improve operational consistency and efficiency.
  • Create, maintain, and improve customer-facing and internal documentation explaining onboarding processes and requirements.
  • Contribute to customer self-service tools and internal knowledge resources, helping customers resolve common questions independently.
  • Monitor product releases and changes in global employment regulations to ensure onboarding guidance remains accurate and relevant.
  • Track and work toward agreed customer experience and operational KPIs, including satisfaction-related metrics.
  • Complete ongoing training and upskilling to maintain strong product, process, and global employment knowledge.
  • Identify workflow and automation opportunities, including practical applications of AI, to improve productivity, customer experience, and operational excellence.

  Requirements

  • 3+ years of experience in HR or in a customer-facing role within an HR SaaS or comparable technology environment.
  • Strong customer-first mindset, with a genuine commitment to understanding customer needs and going beyond expectations to provide excellent support.
  • Proven experience scheduling and managing customer meetings and maintaining productive customer relationships.
  • Experience managing customer escalations and coordinating effectively with multiple internal stakeholders to resolve complex issues.
  • Demonstrated ability to meet and improve customer satisfaction metrics such as CSAT or NPS.
  • Experience following, maintaining, and improving operational processes to deliver a consistent customer experience while knowing when a personalized human approach is needed.
  • Excellent attention to detail, organization, analytical thinking, and time-management skills.
  • Outstanding written and verbal communication skills in English.
  • Ability to work autonomously and effectively in a fast-paced, changing environment.
  • Strong interpersonal skills, determination, persistence, and a positive, solutions-oriented attitude.
  • Comfortable working remotely and collaborating asynchronously with colleagues across multiple countries and time zones.
  • Genuine interest in the future of work, global employment, and the opportunity to contribute to broader social and economic impact.
  • Willingness to actively explore emerging AI and workflow automation technologies and identify ways to improve processes, productivity, and operational performance.
  • Experience in customer success, particularly onboarding customers onto an HR SaaS platform, is an advantage.
  • Experience working with customers ranging from SMB to enterprise is a plus.
  • Knowledge of employment practices and requirements across more than one country is desirable.
  • Fluency in additional languages beyond English is an advantage.
  • Reliable home internet connection suitable for consistent remote work.
  • Ability to work from Germany while maintaining working hours within the required UTC +0 to UTC +3 range.

  Benefits

  • Fully remote position, with the ability to work from home.
  • Full-time employment.
  • Fixed-term contract anticipated to run through July 2027.
  • Work-from-anywhere approach, subject to authorization to work from your country of residence.
  • Globally distributed and asynchronous working environment.
  • 40 days of paid time off per year, including holidays and vacation, or more where locally required.
  • Mental health and wellbeing support.
  • Monthly wellbeing allowance that can be used across a range of eligible services and activities.
  • Flexible parental leave, with at least three months of paid leave for new parents and job protection in accordance with applicable requirements.
  • Work-from-home stipend to support laptop and home-office equipment.
  • Opportunity to work with international teams across diverse cultures and locations.
  • Opportunity to contribute to a mission focused on creating more equitable access to global employment.
  • Inclusive, trust-based environment designed to support autonomy, collaboration, and professional growth.