At Formations, our customers are at the heart of everything we do. Their first 60 days set the tone for long-term success — and that’s where you come in.
As an Onboarding Manager, you’ll serve as a trusted guide, educator, and project manager for new customers as they launch their journey with Formations. You’ll help them navigate key onboarding milestones, understand their new S-Corp setup, and gain confidence in managing their business finances.
You’ll work closely with Customer Success Managers (CSMs) and cross-functional partners to ensure every customer is set up for success — both operationally and strategically. This role blends customer success, project management, and program improvement, making it ideal for someone who thrives in a fast-paced, customer-first environment.
The first Implementation Manager will also play a critical role in building and refining the program — identifying friction points, driving efficiency, and continuously improving the onboarding experience.What You’ll Do
- Own the first 60 days of the customer experience, guiding customers through onboarding milestones and ensuring timely completion.
- Act as project manager and point of contact for all setup, education, and configuration activities.
- Partner with Customer Success Managers and cross-functional teams — including offshore operations — to ensure alignment and smooth handoffs.
- Communicate clear timelines, set expectations, and proactively manage change with customers.
- Leverage HubSpot CRM to manage customer data, track progress, and deliver value-based content.
- Gather, analyze, and share customer feedback to drive program enhancements and close the feedback loop.
- Advocate for customer needs across departments to ensure a seamless and value-driven experience.
- Contribute to retention efforts by helping customers realize early value and success with Formations.
- 2+ years of experience in Customer Success, Project Management, Account Management, or Onboarding.
- Strong project management skills with a proven ability to manage multiple priorities.
- Excellent written and verbal communication skills; confident in facilitating customer meetings and presentations.
- Detail-oriented, organized, and analytical with a strong sense of ownership.
- Comfortable navigating change and ambiguity in a startup environment.
- Natural curiosity and a proactive, self-starter mindset.
- Passion for helping small business owners succeed.
- Basic accounting knowledge (a plus).
- Experience with CRM platforms such as HubSpot (preferred).
- Experience in B2B software or accounting/financial services.
- Background in training, onboarding, or change management.
- Track record of process improvement or program ownership.
- Strong cross-functional collaboration skills and a “jump in where needed” attitude.
- Customer-obsessed and value-driven.
- A lifelong learner who loves understanding new systems and processes.
- Comfortable having honest, constructive conversations that drive accountability.
- A true team player and culture champion who contributes to a great employee and customer experience.
Top Skills
What We Do
Formations is a fintech startup with an innovative approach to taxes and accounting.
We provide a predictive tax and accounting solution for the self-employed.
Our customers are full-time self-employed, entrepreneurs who chose self-employment as a career.
We have developed a unique strategy that leverages technology alongside human expertise to automate bookkeeping, payroll, taxes, and benefit allocations throughout the year. This helps self-employed professionals save on taxes, secure their futures, and achieve financial well-being while reducing the time and energy spent managing back-office tasks. We believe that being independent shouldn’t mean being alone and we’re here to help.
Why Work With Us
We help real people solve real problems. We're not an enterprise solution or another startup that helps corporations be more efficient. We're build a solution that delivers real value to real people. We put people first and believe in the power of people to make a real difference in the world. It's why we chose to focus on the self-employed.
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