Customer Onboarding Manager (d/f/m)

About the role

You will lead the technical onboarding of new customers for both Leapsome's People Enablement and HRIS offerings, acting as the primary implementation lead from initial configuration through to handover. You will project manage multiple implementation timelines at once, collaborating with HR, People, IT stakeholders, and senior managers to tailor platform configurations to unique workflows. You will troubleshoot setup issues in real time and coordinate directly with Product and Support teams to resolve blockers efficiently. A core part of this role involves leveraging AI-powered tools to design personalized training materials and onboarding journeys that scale across customers. You will deliver training sessions, especially for managers, to ensure confidence, clarity, and consistent adoption of the platform. You will create and maintain implementation resources such as guides, videos, and templates to standardize best practices. This position requires you to provide a seamless transition to Customer Success post-onboarding, ensuring continuity and long-term engagement. You will continuously refine internal onboarding processes by capturing learnings and contributing scalable content that improves efficiency across the customer lifecycle.

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
• Collaborating with customer stakeholders to tailor platform configurations to their workflows
• Troubleshooting setup issues and coordinating with Product and Support teams where needed
• Collaborating with your colleagues from Sales and Customer Success to 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
• Providing a smooth transition to Customer Success post-onboarding
• Coordinating cross-functional alignment between Sales, Customer Success, and Product to close implementation gaps
• Conducting discovery sessions to map current state customer workflows and platform requirements
• Designing and executing hands-on training workshops for managers and HR teams
• Documenting configuration decisions and standard operating procedures for future reuse
• Monitoring onboarding health metrics and identifying risks early to drive proactive interventions
• Acting as the main day-to-day contact for customers during the critical rollout phase

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 and German
• You have strong project management skills, having a track record of leading implementations involving multiple stakeholders is a plus
• You're an excellent communicator - clear, empathetic, and confident in 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're a team player who thrives in a fast-paced, collaborative environment and are eager to contribute to and be part of 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, and working with the customer to generate value for them
• You are passionate about the future of work and you want to join us in building an exceptional team and company to have a real impact in this space
• You are heavily aligned with our company values
• Bonus: You have previous experience in HR tech
• Bonus: You have a passion for coding/writing scripts and/or

Practical notes

Hours: Full-time