The Role
The Manager of Customer Onboarding will lead the onboarding team, optimize processes, drive customer satisfaction, and mentor team members to ensure successful software implementation.
Summary Generated by Built In
ABOUT LONE WOLF
We’re here to make real estate transactions simpler. We do that by providing a digital lead-to-close experience for agents, brokers, and their consumers. We’ve seen a lot of change over the past 30 years—but we’ve been here to support real estate from day one.
With the diverse landscape of the real estate industry, we want diverse talent! We want to celebrate each other’s individuality and embrace our differences to enrich our commonalities and relationships throughout our organization, and we want you to be a part of that.
JOB SUMMARY:
We are seeking a highly motivated and experienced Manager of Customer Onboarding (Philippines) to join our growing team. In this pivotal leadership role, you will be responsible for managing and scaling our Philippines-based onboarding team, optimizing onboarding processes, and ensuring the successful implementation and adoption of our software solutions for global clients.
You will play a critical role in driving customer satisfaction, retention, and long-term success by leading a team that builds strong relationships, delivers high-quality onboarding experiences, and empowers customers to maximize the value of our tools.
This position requires a strong leader with deep experience in onboarding, software/SaaS, and team development. someone who fosters a supportive, collaborative, and growth-focused work environment while maintaining high standards of performance.
ESSENTIAL RESPONSIBILITIES & DUTIES:
- Provide ongoing coaching, feedback, and mentorship to team members to help them grow their skills, achieve goals, and foster a positive, engaged work culture.
- Design, refine, and expand onboarding workflows to create consistent, high-quality customer experiences. Identify opportunities for process automation and efficiency.
- Oversee client onboarding journeys from sales handoff through go-live, ensuring seamless adoption, milestone achievement, and positive customer outcomes.
- Establish clear team goals, track performance against KPIs, and ensure team members consistently meet or exceed expectations.
- Partner with global stakeholders in Sales, Product, and Customer Success to align onboarding strategy with broader company objectives.
- Assign tasks and projects based on team members’ skills and strengths to maximize efficiency and impact.
- Recruit, onboard, and train new team members in the Philippines. Build a strong pipeline of talent and create development opportunities to retain top performers.
- Provide guidance and support during high-priority client escalations, ensuring swift resolution and positive outcomes.
- Prepare and deliver reports on team performance, onboarding progress, and customer outcomes to senior leadership.
- Foster a collaborative, supportive, and inclusive team environment where individuals are empowered, recognized, and motivated to do their best work.
REQUIREMENTS:
- Minimum 5 years in an Onboarding, Implementation, or Project Management role, ideally in software/SaaS.
- At least 3 years in a leadership position managing onboarding or implementation teams, with a demonstrated ability to scale teams and processes.
- Strong understanding of software deployment, implementation practices, and customer adoption strategies.
- Outstanding verbal and written English skills; ability to lead conversations with global clients and collaborate across time zones.
- Strong ability to build rapport, ask the right questions, and uncover customer needs to drive adoption and satisfaction.
- Comfortable analyzing data and using insights to improve processes, track success metrics, and make informed decisions.
- Passionate about developing people, fostering a supportive work culture, and leading with empathy, accountability, and positivity.
- Willingness to work a schedule that overlaps with North America as needed.
QUALIFICATIONS:
- EDUCATION: Bachelor’s degree required.
- EXPERIENCE: 5+ years’ experience in an Onboarding/Implementation/Project Management function. Ideally having spent time focusing on the SaaS and/or real estate space. 3+ years in building and leading teams.
Disclaimer: This Job Description indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties in addition to those described above.
Lone Wolf Real Estate Technologies, Inc. is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal, state, or local municipal law.
Top Skills
SaaS
Software
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The Company
What We Do
At Lone Wolf Technologies, we believe making tech for real estate is about much more than just making the best tools. It’s about making them connect, all in one place—to make real estate simple.
