The Role
The Manager, Customer Onboarding oversees a team of Onboarding Specialists, driving operational improvements and enhancing customer onboarding experiences. Responsibilities include managing the team, fostering cross-departmental collaboration, and implementing best practices as the organization grows.
Summary Generated by Built In
WHO WE ARE
SQUIRE is the leading business management system designed for the needs of barbers, shop owners, and their communities. We believe the pursuit of artistry and autonomy should not be restricted by the complexities of running a business. With SQUIRE, we provide custom-branded tools, resources, and guidance to help barbers of all stages and experience levels attract and retain more customers, efficiently manage their shop operations, and increase their revenue.
Founded in 2015, SQUIRE is trusted by barbers in 4,000+ shops in more than a thousand cities around the globe. From streamlined booking and opening new shops to real-time earning dashboards and building lasting customer relationships, SQUIRE supports shop owners in seamlessly bridging the gap between their personal craft and business goals. SQUIRE enables barbers everywhere to unlock their full potential both as artists and as entrepreneurs.
For more information, please visit getsquire.com or download the SQUIRE app from the App or Play Store.
SUMMARY
The Manager, Customer Onboarding is responsible for overseeing a team of 8-12 incredible Onboarding Specialists and Migration Specialists at SQUIRE. This Manager will lead from the front lines by utilizing their previous implementation experience to support and develop the team to success by hitting efficiency targets through a top-notch customer experience.
As a strong cross-functional partner, this Manager will effectively collaborate with various business partners (Sales, Support, Success, and Product) to ensure seamless alignment throughout the customer journey from the Onboarding perspective. As SQUIRE continues to grow, this Manager will also implement best practices and champion new ideas, systems and processes that will be pivotal to the company’s objectives and overall success.
REPORTS TO
VP, Onboarding & Growth
JOB DUTIES AND RESPONSIBILITIES
- Day-to-day management of 8-12 high performing Onboarding Specialists through recruitment, development, and performance managementImplement goals, action plans, playbooks, processes, and systems for the Onboarding team
- Actively support the team by engaging in churn mitigation or challenging conversations with customers and the team
- Drive operational improvements to the organization through various initiatives such as low-touch data migration strategies, increasing customer LTV, reduction to CAC, etc., as the department and company continue to scale
- Drive onboarding efficiency by proactively managing the customer pipeline, ensuring accounts progress smoothly through each stage from sale to activation
- Work closely with key cross-functional department stakeholders (Enablement, RevOps) to ensure operational alignment and drive required changes to improve the customer experience
- Build a culture that inspires us to keep our customers at the center of everything we do
The duties and responsibilities outlined above are not a comprehensive list, and additional tasks may be assigned from time to time based on business needs.
REQUIREMENTS AND QUALIFICATIONS
- 3+ years of experience in an Implementation Leadership role at a SaaS or growth-stage company
- Must have experience working in the SMB space (ACV $1000-$10,000)
- Proven track record in managing a team executing hundreds of onboardings in a month with activation times in days or weeks
- Experience with supporting the development and deployment of robust low-touch tools with eLearning, Product, and Engineering teams
- Strong business partner with comfortability driving alignment with multiple stakeholders
- Strong operations and data focus and comfortable managing by numbers and potential
- Experience selling and saving customers after contract signing
- Strong emotional intelligence and ability for dynamic partnerships with our customer base
WHAT WE OFFER
- Base Salary ($110,000 - $120,000) + Bonus (20%)
- New hire stock grant
- 100% employer paid medical, dental, and vision insurance for you and your dependents
- 401K plan with company contribution
- Generous PTO and Parental Leave policies
Interview Accommodations
SQUIRE is committed to working with and providing reasonable assistance to individuals with physical and mental disabilities. If you are an individual with a disability requiring an accommodation to apply for an open position, please email your request to [email protected] and someone on our team will respond to your request.
EEO Provision
SQUIRE provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Pay Transparency Nondiscrimination Provision
SQUIRE will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
E-Verify Participation
SQUIRE participates in E-Verify. Learn more about E-verify here.
Top Skills
SaaS
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
SQUIRE is the world’s leading and fastest-growing software technology platform for barbershops, a hundred-billion-dollar global industry. We provide a one-stop solution that helps small business entrepreneurs run and grow their businesses.
SQUIRE is also the premiere booking engine that connects people with great barbers nationwide. We make it easy to discover and book the best barbers wherever you are, in just a few taps.
With headquarters in New York and a presence in major cities in the United States, U.K. and Canada, SQUIRE is the market leader in technology solutions for the barbershop industry.
SQUIRE is a Series D company and has raised over $165M to date.
For more information, please visit getSquire.com or download the SQUIRE app from the App or Play Store.
Why Work With Us
We're not just another start-up; we're a community of innovators, drivers, and achievers driven by our mission - to elevate, celebrate and empower the barbering community.
Check out our Culture Book to learn more - https://handbooks.getsquire.com/recruiting.
Gallery
