We’re looking for a proactive, detail-driven Onboarding Manager to own the journey from “signed” to “live and happy”. In this role, you’ll be responsible for guiding new clients through our onboarding process, coordinating internal teams, and making sure every implementation is smooth, timely, and well-documented.

You’ll be the main point of contact for new clients, turning complex steps into a clear, confident experience that sets the tone for a long-term relationship.

Responsibilities

• Own the end-to-end onboarding process for new clients from handover to successful go-live.
• Act as the primary point of contact during onboarding – setting expectations, timelines, and next steps.
• Coordinate with internal teams (sales, operations, compliance, tech, support) to ensure all onboarding tasks are completed on time.
• Run structured onboarding calls and workshops; collect required information and documentation.
• Build and maintain clear onboarding checklists, timelines, and playbooks.
• Monitor progress across all active onboardings; proactively identify and resolve bottlenecks.
• Keep CRM / onboarding tools up-to-date with status, notes, and key milestones.
• Provide training and basic product walkthroughs where needed.
• Gather feedback from new clients to refine and improve the onboarding process.
• Prepare and share internal reports on onboarding pipeline, time-to-live, and common issues.

Required Skills

• Proven experience in onboarding, implementation, customer success, account management, or project coordination.
• Strong organisational and project management skills – able to manage multiple onboardings in parallel.
• Excellent communication skills (written and verbal) with a confident, client-facing presence.
• Comfortable translating complex processes into simple, step-by-step actions for clients.
• High attention to detail and a structured, process-driven mindset.
• Ability to work cross-functionally and keep different teams aligned and accountable.
• Experience with CRM and workflow tools (e.g., HubSpot, Salesforce, ClickUp, Asana, or similar).
• Calm under pressure, proactive in solving problems, and able to take ownership from start to finish.
• Ability to work independently and as part of a team in a fast-moving environment.

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