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Job Title: Manager, SaaS Onboarding & Implementation
Location: Pembroke Pines, FL (5 days onsite)
Job Type: Direct Hire
Referral Fee: +/- $1,500
Employment Eligibility: Gravity can only consider U.S. Citizens and Green Card Holders at this time.
Position Overview
Gravity is seeking a Manager, SaaS Onboarding & Implementation with 10+ years of experience leading customer onboarding and implementation teams in a SaaS environment. This role will oversee the end-to-end implementation process, ensuring clients successfully adopt and integrate software solutions. The ideal candidate has strong technical acumen, exceptional client management skills, and a track record of driving efficient onboarding, training, and customer retention.
Key Responsibilities
- Lead and manage a team of SaaS onboarding specialists, ensuring seamless client implementation and training.
- Develop and optimize onboarding processes to enhance efficiency, reduce time-to-value, and improve customer experience.
- Own the customer onboarding journey, ensuring a smooth transition from sales to implementation and successful product adoption.
- Train and mentor clients on SaaS product functionality, best practices, and integrations to maximize platform utilization.
- Monitor onboarding performance metrics (e.g., time-to-go-live, adoption rates, retention) and implement improvements.
- Collaborate cross-functionally with Product, Customer Success, and Engineering teams to address client needs and optimize workflows.
- Troubleshoot technical issues during onboarding and work with internal teams to resolve complex implementation challenges.
- Document and track customer interactions in CRM (e.g., HubSpot, Salesforce) for continuous process improvement.
- Stay current on SaaS industry trends, identifying new technologies and strategies to enhance onboarding and implementation.
Required Skills & Qualifications
- 10+ years of experience in SaaS onboarding, implementation, or customer success management.
- Proven ability to lead and scale onboarding teams in a fast-paced SaaS environment.
- Strong technical troubleshooting skills, including experience with API integrations, networking, and software setup.
- Expertise in CRM, implementation, and support platforms (HubSpot, Salesforce, Zendesk, etc.).
- Experience with automation tools to streamline onboarding and improve customer engagement.
- Exceptional communication, training, and presentation skills to guide clients through complex implementations.
- Data-driven mindset, with the ability to analyze onboarding metrics and drive process improvements.
- Familiarity with JavaScript, JSON, CSV exports, and networking concepts is a strong plus.
- Bilingual (English/Spanish) skills are a plus.
Education & Experience
- Bachelor’s degree in IT, Communications, Business, or a related field preferred.
- 10+ years of SaaS onboarding, implementation, or customer success leadership experience.
- Experience working with technology products, software implementations, and client training.