Manager, Customer Onboarding

As our next Manager of Customer Onboarding, you won't just be maintaining the status quo—you'll be at the forefront of a critical strategic transformation, partnering directly with leadership to evolve our onboarding function into a proactive, outcome-focused growth engine. This isn't just about managing a team; it's about being a visionary leader and change agent who will architect a new customer-centric model. You'll leverage AI and a "book-of-business" approach to accelerate time-to-value, drive revenue retention, and position our onboarding representatives as strategic advisors. Your contributions will directly impact our company’s growth trajectory by ensuring our customers are successful from day one.

• Lead a Strategic Transformation by driving our onboarding process to a globally consistent, outcome-focused, and strategic model.
• Mentor and Develop a high-performing team by upskilling managers and representatives, emphasizing consultative behaviors, value mapping, and milestone coaching. You will lead a change management program to foster cultural alignment and support mindset shifts within the team.
• Implement New Technologies and Processes by spearheading the adoption of new tools like Totango for improved visibility and milestone tracking, and leveraging AI to enable seamless handoffs and call preparation.
• Define and Monitor KPIs by establishing and tracking key performance indicators to measure the effectiveness of the onboarding program. This includes working with stakeholders to define new performance metrics and utilizing data to monitor team productivity, efficiency, and overall impact on customer outcomes.
• Collaborate Cross-Functionally with key partners in Marketing, Product, HR, and Enablement to ensure the onboarding vision aligns with broader company goals and to successfully execute strategic initiatives.
• Work on a hybrid schedule, coming into the office 1-2 days per week to collaborate with your team and key stakeholders.

• 3+ years experience in leading Customer Success teams, preferably in a SaaS environment
• A proven track record of leading and managing customer-facing teams through significant organizational change.
• An innovator who is not afraid to challenge the status quo and introduce a fresh, impactful approach to onboarding.
• Prior experience in a high-growth technology company where you've leveraged technology, particularly AI, to improve efficiency and strategic impact.
• A strong ability to define and implement data-driven strategies and performance metrics that directly impact customer outcomes.
• Exceptional collaboration and communication skills, with a proven ability to work effectively with cross-functional teams to achieve a shared vision.
• A passion for shifting mindsets from "task-oriented" to "outcome-oriented," with a proven ability to develop talent for the future.

About ActiveCampaign:

ActiveCampaign is an AI-first, end-to-end marketing platform for people at the heart of the action. It empowers teams to automate their campaigns with AI agents that imagine, activate, and validate–freeing them from step-by-step workflows and unlocking limitless ways to orchestrate their marketing.

With AI, goal-based automation, and 950+ app integrations, agencies, marketers, and owners can build cross-channel campaigns in minutes–fine-tuned with billions of data points to drive real results for their unique business.

ActiveCampaign is the trusted choice to help businesses unlock a new world of boundless opportunities–where ideas become impact and potential turns into real results.

As a global multicultural company, we are proud of our inclusive culture which embraces diverse voices, backgrounds, and perspectives. We don’t just celebrate our differences, we believe our diversity is what empowers our innovation and success. You can find out more about our DEI initiatives here. 

Perks and benefits:

At ActiveCampaign, we prioritize employees’ well-being and professional growth by cultivating a culture centered on collaboration and innovation. When you join our team, you’ll not only have the opportunity to make a significant impact, but also enjoy a range of benefits tailored to support your personal and career development. 

Here are some of the benefits we offer:

-Comprehensive Health & Wellness: Top-tier benefits package that includes a fully-covered High Deductible Health Plan (HDHP), complimentary access to telehealth services, and a free subscription to Calm.

-Growth & Development: Access to LinkedIn Learning, professional development programs, and career growth opportunities in a fast-growing organization.

-Generous Paid Time Off: Recharge and take the time you need to maintain work-life balance with open PTO. 

-Total Rewards: Generous 401(k) matching with immediate vesting, quarterly perks with commuter and lunch benefits for hub based employees or a stipend for remote workers, and a four-week paid sabbatical with bonus after five years.

-Collaborative Culture: Work alongside brilliant, passionate colleagues in an environment that values innovation, teamwork, and mutual support.

ActiveCampaign is an equal opportunity employer. We recruit, hire, pay, grow and promote no matter of gender, race, color, sexual orientation, religion, age, protected veteran status, physical and mental abilities, or any other identities protected by law.

Our Employee Resource Groups (ERGs) strive to foster a diverse inclusive environment by supporting each other, building a strong sense of belonging, and creating opportunities for mentorship and professional growth for their members.