The Manager of Onboarding leads a high-performing team responsible for delivering exceptional customer onboarding experiences at Weave. This role balances people leadership with hands-on project oversight, ensuring onboarding timelines, quality standards, and customer expectations are consistently met or exceeded. You’ll partner closely with Sales, Product, Porting, Customer Success, and Support to drive smooth, scalable implementations in a fast-paced SaaS environment.
As a people leader, you’ll coach, develop, and inspire onboarding professionals through clear expectations, feedback, and growth opportunities. You’ll also own continuous improvement efforts—refining processes, managing risk, and strengthening cross-functional collaboration—to help customers realize value quickly and confidently. This role offers the opportunity to directly impact customer satisfaction, retention, and the future growth of Weave’s onboarding organization.
This position will be hybrid: M/T/W in office required and Th/F are optional WFH
Reports to: Director of Onboarding
Lead, coach, and develop a team of onboarding professionals through regular 1:1s, performance reviews, and ongoing feedback
Oversee end-to-end onboarding projects, ensuring timelines, scope, quality, and customer expectations are met or exceeded
Develop and manage detailed onboarding project plans, including milestones, dependencies, and resource allocation
Collaborate cross-functionally with Porting, Sales, Product, Customer Success, Support, and other Weave teams to ensure smooth implementations
Proactively identify project risks, roadblocks, and resourcing challenges; implement mitigation strategies
Drive continuous improvement of onboarding processes, workflows, and best practices
Ensure consistent documentation, reporting, and communication of project and team performance
Maintain quality assurance standards and conduct post-implementation reviews to improve future outcomes
Support training and enablement efforts to ensure the team is skilled in tools, processes, and product updates
5+ years in SaaS onboarding, implementation, or customer success.
2-4+ years of proven experience leading and managing teams, including performance management and development
Proven experience scaling onboarding in a B2B SaaS environment
Strong program and change-management skills
Proficiency with project management and documentation tools (Google Sheets, Docs, Slides, Salesforce, Jira)
Solid understanding of onboarding workflows, customer implementations, and technical product concepts
Inspirational, decisive leader who motivates and empowers others
Strategic, forward-thinking problem solver
Team-oriented; communicator, active and empathetic listener, and collaborative
Highly organized with strong time-management skills
Adaptable, resilient, and calm under pressure
Deeply customer-focused and relationship-driven
Operates with integrity, honesty, and accountability
Recognizes and celebrates team achievements
At Weave, we use Artificial Intelligence (AI) tools to help us work more efficiently and create a smoother candidate experience. AI may assist with things like writing job descriptions, scheduling interviews, or reviewing applications against job-related criteria. For additional information, please review the External AI Policy Statement available on our Careers page.
Weave is an equal opportunity employer that is committed to fostering an inclusive workplace where all individuals are valued and supported. We welcome anyone who is hungry to learn, problem-solve and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please let us know.
All official correspondence will occur through Weave branded email. We will never ask you to share bank account information, cash a check from us, or purchase software or equipment as part of your interview or hiring process.
Top Skills
What We Do
Weave makes communicating with customers easier for businesses by integrating features like texting, phone service, fax, and reviews.
