Customer Onboarding Manager

About the role

You will own the end to end technical onboarding of new customers for both the Leapsome People Enablement platform and the HRIS, acting as the primary implementation lead from kick off to hand off to Customer Success. You will project manage multiple implementation timelines at once, collaborating closely with HR and People teams, IT stakeholders, and senior managers inside client organizations to tailor platform configurations to their specific workflows. In this role you will troubleshoot setup issues, coordinate with Product and Support teams, and harness AI powered tools to deliver scalable and personalized onboarding experiences. You will create and own implementation resources such as guides, videos, and templates, and you will deliver training sessions especially for managers to ensure confidence and clarity in using Leapsome. You will work with colleagues from Sales and Customer Success to achieve the best possible outcomes for customers, and you will provide a smooth transition to Customer Success once onboarding is complete. This position requires a mix of technical problem solving, project management, and stakeholder engagement, and you will be responsible for continuously improving internal onboarding processes. You will be deeply involved in building the standard practices that define how Leapsome brings customers to value.

Key facts

What you'll do

• Leading the technical onboarding of new customers for both Leapsome's People Enablement and HRIS.
• Project managing implementation timelines across multiple accounts simultaneously while maintaining clear status reporting.
• Collaborating with customer stakeholders to tailor platform configurations to their unique workflows and business requirements.
• Troubleshooting setup issues and coordinating with Product and Support teams to resolve blockers efficiently.
• Collaborating with your colleagues from Sales and Customer Success to align on goals and achieve the best outcomes for our customers.
• Continuously improving onboarding processes by contributing to scalable content such as guides, videos, and templates.
• Leveraging AI tools to personalize training materials and improve efficiency across onboarding touchpoints.
• Providing a smooth transition to Customer Success post onboarding to ensure continuity and sustained value.
• Owning detailed configuration work, including data imports, integrations, and user permissions within the platform.
• Conducting discovery sessions to understand customer objectives, constraints, and success criteria before designing implementation plans.
• Facilitating workshops and delivering live training sessions, especially for managers, to drive platform adoption and confidence.
• Documenting implementation steps, decisions, and exceptions to build reusable knowledge for future onboarding projects.
• Coordinating cross functional dependencies to keep timelines on track and minimize disruption for client teams.
• Monitoring adoption metrics post go live and identifying opportunities for optimization in the onboarding journey.
• Acting as the main day to day point of contact for client teams during the implementation phase, ensuring transparency and trust.

Requirements

• Depending on your entry level, you have between 2 - 4 years + of experience in a customer facing onboarding, implementation, support, or customer success role, preferably in B2B SaaS.
• You are fluent in English, both written and verbal, with strong communication skills for all audiences.
• You have strong project management skills, with a track record of leading implementations involving multiple stakeholders.
• You are an excellent communicator, being clear, empathetic, and confident when working with both HR/People teams and technical audiences.
• You have a solid technical understanding and are comfortable navigating integrations, data imports, and troubleshooting configuration issues.
• You are organized and proactive, able to manage several onboarding projects at once while maintaining high attention to detail.
• You are comfortable delivering trainings to both small and large audiences, especially to help managers understand and adopt new tools.
• You are curious and excited about using AI tools to enhance your workflows and drive scalable impact.
• You enjoy creating self service resources such as videos, templates, and thinking about how to optimize processes.
• You are a team player who thrives in a fast paced, collaborative environment and are eager to contribute to and be part of a global team.
• You have a proven track record of closing complex sales cycles and driving new business revenue.
• You excel at communication, asking the right questions to understand a customer's needs and decision making process quickly.
• You work with the customer to generate value for them and align outcomes with their strategic objectives.
• You are heavily aligned with the company values and demonstrate these in your everyday work.
• You have a passion for the future of work and want to join in building an exceptional team and company with real impact in this space.
• You have previous experience in HR tech, which is a preferred qualification.
• You have a passion for coding, writing scripts, or other technical enhancements, which is also a preferred qualification.

Nice to have

Only if the source specifies preferred items, which include previous experience in HR tech and a passion for coding, writing scripts, or other technical enhancements.

Practical notes

The role is full time based in New York. The engagement is full time, and the position requires between 2 - 4 years or more of relevant experience. No specific hours, travel requirements, visa details, or application deadlines are provided in the source material.