Onboarding Manager (Hybrid)

About the role

You will own the end-to-end onboarding journey for a high-volume book of business, ensuring every merchant hits their "Go-Live" date with 100% accuracy and compliance. You will act as a trusted advisor, guiding founders and finance teams through tax registrations, data transfers, and platform configuration with a high-touch, consultative approach. You will translate complex customer needs into actionable feedback for Product and Engineering, helping shape the product roadmap based on real-world implementation challenges. You will build and maintain documentation, help center articles, and internal playbooks that allow us to scale our operations without sacrificing our white-glove touch. You will drive velocity by obsessing over Time-to-Value, identifying bottlenecks in our process, and working cross-functionally to remove them quickly. You will conduct technical troubleshooting on data imports and integration settings to ensure our customers' financial data is flowing perfectly and securely. You will be the face of Numeral during the most critical launch phase, owning the narrative and experience from signed contract to fully compliant and live.

Key facts

What you'll do

• Own the Launch: Lead the end-to-end onboarding journey for a high-volume book of business, ensuring every merchant hits their "Go-Live" date with 100% accuracy.
• Be the Expert: Act as a trusted advisor for clients, guiding them through tax registrations, data transfers, and platform configuration.
• Drive Velocity: Obsess over "Time-to-Value." Identify bottlenecks in our process and work cross-functionally to remove them.
• Bridge the Gap: Translate complex customer needs into actionable feedback for our Product and Engineering teams.
• Build the Engine: Create the documentation, help center articles, and internal playbooks that allow us to scale without losing our "white-glove" touch.
• Technical Troubleshooting: Dig into data imports and integration settings to ensure our customers' financial data is flowing perfectly.
• Run the Playbook: Own the day-of-launch checklist and ensure every task is completed, documented, and signed off by all stakeholders.
• Communicate Proactively: Provide clear, concise, and regular updates to clients and internal stakeholders throughout the onboarding lifecycle.
• Optimize Processes: Continuously look for ways to automate and streamline onboarding steps to reduce manual effort and errors.
• Coach Clients: Walk founders and finance teams through platform features, helping them feel confident and competent post-launch.
• Monitor Health: Set up and track success metrics for each launch to identify early signs of friction or risk.
• Collaborate Closely: Work hand-in-hand with Sales, Customer Success, and Support to ensure alignment before, during, and after launch.
• Maintain Quality: Adhere to the highest standards of accuracy and attention to detail in every deliverable you produce.
• Escalate Strategically: Recognize when issues require cross-team involvement and escalate with clear context and proposed solutions.
• Be Accountable: Take full ownership of outcomes for your book of business, celebrating wins and learning from setbacks.

Requirements

• 2+ years of experience in Implementation, Onboarding, Customer Success, or Operations. Startup experience is a massive plus.
• High Operational Rigor: You are a project management pro. You don't let balls drop, and you thrive when juggling 20+ active implementations.
• Technical Empathy: You can explain complex logic (like tax nexus or API integrations) to a non-technical founder with ease.
• Bias for Action: When you see a broken process, you fix it. You don't wait for permission to make things better.
• The "Craft" Mindset: You care about the details. In tax compliance, "almost right" is wrong.
• Startup mindset: Not scared of ambiguity and hungry for rapid growth.
• Intensity & Ownership: This is not a 9-5 - we're scaling rapidly and have a massive opportunity ahead of us.
• Customer Obsession: You deeply care about the user experience and solving their problems.

Nice to have

• Familiarity with SQL, advanced Excel/Sheets, or data migration workflows.
• Experience in Fintech, SaaS, or E-commerce ecosystems.
• Experience using AI tools (LLMs/Prompts) to automate manual parts of your workflow.
• You've been an early employee at a fast-growing company and know how to thrive in "organized chaos."

Practical notes

• Full-time onsite role based at our HQ in San Francisco, California.
• This role requires significant availability for travel within the Bay Area for in-person client onboarding sessions and cross-team collaboration.
• Candidates must be eligible to work in the United States without sponsorship for this position.
• The start date will be aligned with our upcoming intake cycle, which requires readiness to ramp quickly and handle high-priority launches on tight timelines.
• This role operates in a fast-paced environment where deadlines are strict and accuracy is non-negotiable.