Manager, Onboarding

About this opportunity:

As the Manager of Onboarding, you will lead and develop a team of Strategic Onboarding Managers responsible for delivering exceptional onboarding experiences to new Podium customers. Your role is to ensure your team consistently drives successful implementations, accelerates customer adoption, and builds long-term customer relationships from day one.

This is a people-first leadership role where you'll coach, mentor, and empower a high-performing team while partnering closely with Customer Success, Sales, Product, Support, and Operations. You'll be responsible for operational excellence, team performance, customer outcomes, and continuously improving the onboarding experience through scalable processes, data, and innovation.

We're looking for a leader who enjoys developing people, thrives in a fast-paced SaaS environment, and is passionate about helping teams deliver an outstanding customer experience.

What you will be doing:

• Lead, coach, and develop a team of Onboarding Managers through regular 1:1s, performance reviews, and ongoing mentorship.
• Drive team performance across key onboarding metrics, including implementation timelines, customer adoption, customer satisfaction, and successful handoffs to Customer Success.
• Support your team with complex customer escalations, ensuring timely resolution while maintaining a high-quality customer experience.
• Monitor onboarding capacity, resource allocation, and workload balancing to maximize team efficiency.
• Partner closely with Customer Success, Sales, Product, Support, and Operations to improve cross-functional collaboration and customer outcomes.
• Use data and performance metrics to identify trends, coaching opportunities, and operational improvements.
• Build a culture of accountability, continuous learning, and customer obsession within the team.
• Standardize onboarding processes, documentation, and best practices to ensure consistency across the organization.
• Lead onboarding, ramping, and continuous development for new team members.
• Identify process gaps and implement scalable solutions that improve both the customer and employee experience.
• Foster innovation by encouraging the adoption of AI tools, automation, and operational efficiencies across the onboarding organization.
• Serve as a strategic leader who advocates for both customers and the onboarding team by providing feedback to leadership and influencing future improvements.

What you should have:

• Previous experience leading, coaching, or mentoring customer-facing teams in a SaaS environment.
• 2+ years of experience in Customer Onboarding, Customer Success, Professional Services, Implementation, or Project Management.
• Proven ability to develop high-performing teams through coaching, feedback, and performance management.
• Strong leadership, communication, and interpersonal skills.
• Experience managing customer escalations and executive-level conversations.
• Strong analytical mindset with the ability to use data to drive decisions and improve team performance.
• Experience working cross-functionally with Sales, Customer Success, Product, Support, and Operations.
• Passion for developing people and building strong team culture.
• High level of ownership, accountability, and operational excellence.
• Genuine curiosity about AI and technology, with an interest in improving customer experiences through innovation.

What we hope you have:

• Previous experience managing an Onboarding, Customer Success, Professional Services, or Implementation team.
• Experience scaling teams within a high-growth SaaS organization.
• Strong operational mindset with experience building processes, playbooks, and scalable workflows.
• Experience using metrics and dashboards to improve team performance and customer outcomes.
• Passion for coaching future leaders and creating career growth opportunities within the team

Benefits

• Competitive salary
• Law Benefits, Health and Life Insurance
• Free parking
• Equipment provided
• Bono 14 and Christmas bonus
• 13 paid holidays throughout the year
• Office located in Zone 10, Edificio Interamericas, Guatemala City

Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.