As a key leader within our Customer Success team, the Team Manager, Onboarding will oversee a team of Onboarding Managers responsible for guiding prospects and customers through a seamless onboarding experience. You will ensure your team acts as trusted product experts, driving early adoption and delivering value at every stage of the onboarding journey. Your leadership will be critical in optimizing onboarding processes, enhancing customer engagement, and setting the foundation for long-term success.
Reporting to the Executive Director of Customer Success, you will oversee all large-scale onboarding migrations, set strategic team goals, and foster the growth and development of team members. You will be responsible for motivating, mentoring, and guiding your team to achieve quarterly and annual adoption and expansion targets. Additionally, you will play a key role in enhancing process efficiencies and contributing to broader Customer Success initiatives and objectives.
- Lead and mentor the Onboarding Managers to drive team performance and professional growth.
- Meet and exceed quarterly and annual usage and expansion targets by guiding the team to effectively engage and support customers.
- Ensure timely and successful completion of all onboardings, maintaining high customer satisfaction and value delivery.
- Motivate the team to achieve performance benchmarks and deepen their platform expertise.
- Manage and report on team and individual performance, using data-driven insights to inform strategy and improvements.
- Support the Executive Director of Customer Success in executing the overarching Customer Success strategy.
- Continuously enhance and optimize onboarding processes for efficiency and effectiveness.
- Oversee recruitment, hiring, and training to build a high-performing team, providing ongoing coaching and development for new hires.
- Collaborate with cross-functional teams to ensure alignment and seamless execution of strategic initiatives.
- Travel as needed to support team activities and customer engagements.
Desired Skills and Experience
- 2-4 years of experience managing customer-facing teams
- 1-3 years of customer training or demoing experience
- Ability to self-start and bring forward ideas.
- Comfortable creating and seeing through long-term plans.
- A proven track record of consistently meeting and exceeding targets
- Excellent written and verbal communication skills.
- Ability and desire to collaborate well across internal teams.
- Exceptional organizational skills.
- Strong attention to detail.
- Love for data, testing, and learning.
- Uniquely creative mind.
Don't meet every qualification? Research shows that equity-deserving groups like women and people of colour are 20% less likely to apply to jobs unless they are 100% qualified. Dash Social is committed to diversity, equity, and inclusion by representing the diverse communities we serve. Our culture values differences and ensures that every current and prospective team member has equitable access to opportunities to succeed. If you are interested and excited about this role but your qualifications don't match up perfectly, we encourage you to still apply. You may be the best candidate for this role.
At Dash Social, we strive to build great solutions that solve real problems for marketers and are unabashed about our unique ability to be the best at what we do. To achieve our goals as a company and provide a service to our customers that is unmatched, collaboration and support among the team is what propels us forward.
Dash Social would not exist without the dedicated employees who contribute their unique skills, voices, and ideas to the company's long-term success. Building a diverse and talented team is an integral part of creating an innovative and well-rounded product and work environment.
Dash Social's hiring practices and company culture does not condone discrimination based on race, religion, colour, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.
Employee Benefits
At Dash Social, our team is our competitive advantage. We are committed to supporting one another and work hard to ensure everyone has the support they need. In addition to health and dental benefits for you and your family, you can also expect:
- Vacation, personal days and sick time
- RRSP/401k matching
- Annual mental health benefit
- Quarterly wellness benefit
- Donation matching program
- Parental leave top-up plan
- Work-from-home benefit
- Flexible working hours and location
- Departmental and team-wide bonding activities
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