Senior Customer Onboarding Manager

Role overview A Senior Customer Onboarding Manager role guiding the largest customers through setup on an AI-powered SMS marketing platform built for Shopify brands. The position owns one-on-one onboarding sessions, drives customers to a strong return within their first 60 days, and helps coach and develop junior teammates. It also acts as a critical voice in iterating the customer journey and collaborating deeply with sales and product on a seamless onboarding experience.

Responsibilities - Run one-on-one, best-in-class onboarding sessions with assigned customers, coaching them through list growth, automations, campaigns, and related capabilities - Grow and develop junior team members and serve as an escalation point within the onboarding function - Consistently meet and exceed onboarding health targets across the assigned portfolio - Contribute to iteration of the customer journey through deep collaboration with sales and product teams - Develop and maintain deep expertise in the product, services, and broader marketing technology domain, including industry trends and compliance considerations - Guide customers through multi-channel marketing strategy and how messaging channels complement each other - Build onboarding frameworks and best practices that account for the full breadth of a customer's marketing stack and lifecycle programs

Requirements - 5+ years in a customer-facing role, with SaaS, software, or closely related tech experience preferred - Experience project managing multiple priorities with enterprise-level customers - Ecommerce or martech experience highly preferred - Demonstrated experience coaching and mentoring teammates - Demonstrated problem-solving ability, including with technical issues - Strong process orientation and ability to drive a consistent and repeatable customer experience - Experience in a high-growth, early-stage environment preferred - Experience working with or onboarding customers across multiple owned marketing channels such as SMS, push, or direct mail - Familiarity with lifecycle and retention marketing concepts, including list segmentation, campaign sequencing, and automation design across more than one channel

Benefits and work setup - Base salary range of USD $97,000 to $117,000 plus quarterly variable compensation and significant equity - Fully remote position - High-growth startup environment with room to directly impact the company and grow the role - Flexible paid time off - Health, dental, and vision insurance