Onboarding Manager, MoeGo

• 3+ years in B2B SaaS onboarding, implementation, customer success, support leadership, or a closely related customer-facing role
• 1+ years people leadership experience, or strong evidence of leading coaching and performance management in practice
• Strong coaching fundamentals: you can raise capability through feedback, practice, and standards
• Proven ability to run difficult conversations and hold accountability professionally
• Calm escalation leadership under pressure, with strong emotional intelligence
• Data fluency: you can define metrics, interpret trends, and build criteria for reporting (including logic-based filters)
• Systems mindset: you can turn messy reality into repeatable process and team rhythms
• Strong cross-functional collaboration with Product, Engineering, Support, CS, and Ops
• Schedule flexibility for weekly evening collaboration with a China-based team

Desirable

• We are hiring a Customer Onboarding Manager to lead MoeGo’s onboarding function and develop a high-performing team of Onboarding Specialists
• Onboarding at MoeGo is measured by customer outcomes, not activity. This role owns the systems, coaching, and operating rhythm that drive fast launches, time-to-value, and long-term retention. You will also lead onboarding escalations, including contract-sensitive conversations, and build a team culture that is supportive, calm, and accountable
• Schedule note: This role requires regular collaboration with our China-based team, including evening availability on a weekly basis
• Lead and develop the onboarding team
• Build strong relationships with each team member and create a supportive, high-accountability culture
• Coach Specialists in daily behaviors that drive outcomes: discovery, expectation-setting, milestone management, value framing, and objection handling
• Set clear standards for performance and quality, and hold accountability through direct, respectful feedback
• Build a team that improves week over week, not just gets through volume
• Build a scalable onboarding system
• Create segmented onboarding motions for different customer types, especially SMB vs Mid-Market
• Systemize delivery with playbooks, templates, milestones, risk signals, and recovery paths
• Run a consistent team operating rhythm (1:1s, team meetings, coaching, quality reviews, and escalation reviews)
• Protect focus by prioritizing the highest-impact work and cutting noise
• Own onboarding outcomes and use data to improve them
• Define what success looks like, track performance, and drive improvements using trends and root-cause analysis
• Build reporting criteria (including condition-based, true/false logic) and partner with CX Ops/Data to scale dashboards and insights
• Turn insights into action: changes to playbooks, coaching focus areas, experiments, and cross-functional projects
• Lead escalations with calm and strong judgment
• Handle emotionally charged customer situations, including contract-sensitive escalation calls
• De-escalate, diagnose the real problem, and guide customers to clear next steps while maintaining business guardrails
• Train the team to handle more escalations independently over time
• Advocate for product improvements
• Identify patterns where customers struggle due to product friction, not just training gaps
• Turn trends into clear recommendations with evidence and expected impact
• Drive cross-functional progress with Product and Engineering proactively
• Communicate clearly with leadership
• Translate onboarding performance into outcomes leaders care about: time-to-value, retention risk, efficiency, and business impact
• Provide concise updates and clear plans for improvement
• Reports to: GM - Enterprise & Revenue Lead