Senior Onboarding Manager

Help fix customer-centricity at scale

Every company wants to become more customer-centric. At TheyDo, we make that ambition real. Our AI-powered journey management platform helps the world’s largest enterprises align around what matters most: their customers. By bringing scattered data and teams together, we empower smarter decisions and better experiences. Since 2019, global leaders across industries — including Ford, Cisco, Johnson & Johnson, Siemens, Home Depot, and Lufthansa — have trusted us to scale journey management and deliver measurable impact.

Backed by $50M from top-tier investors, including Blossom and 20VC, we are building a category-defining company. Our fully remote team represents 30+ nationalities across 27 countries, united by a customer-led, people-first culture.

Our mission is clear: Make journey management the most powerful business tool in the world.

If you’re looking for a place where your work shapes the future of how companies operate, join us. Let’s build it together.

The Role

As an Onboarding Manager, you will lead the implementation and onboarding lifecycle for new customers from kickoff through to Go-Live and transition to the Customer Success team. You’ll collaborate cross-functionally with Sales, Product, CS, and our Journey Management Coaches to ensure every customer gets maximum value from TheyDo, quickly and confidently.

You’ll define and improve onboarding best practices, standardize delivery frameworks, and own key metrics like Go-Live cycle time, onboarding NPS, and adoption rates. You’re process-driven but people-focused, and you know how to guide teams through change.

This role requires managing a portfolio of concurrent onboarding implementations, partnering directly with Customer Success Managers (CSMs) and Journey Management Coaches to ensure every customer experience is smooth, consistent, and impactful.

You’ll also play a central role in evolving and scaling our onboarding methodology, ensuring it reflects customer needs, platform capabilities, and operational best practices.

What You’ll Do

• Own the onboarding journey for all new mid-market and enterprise customers, acting as the primary point of contact during implementation.

• Support technical onboarding: Lead coordination on tracking technical integrations including work with AWS S3 buckets, APIs, and data ingestion—partnering with engineering where needed. A working technical understanding is critical and the ability to handle SSO set up is a must.

• Drive Time-to-Value (TTV): Ensure customers to rapidly connect with their key tooling ecosystem and ensure they are set up for success beyond onboarding.

• Design & optimize scalable processes: Create playbooks, templates, and best practices for technical onboarding at scale—and evolve our methodology as we grow.

• Project manage multiple technical onboarding implementations in parallel, coordinating internal resources while supported by CSMs and Journey Management Coaches.

• Collaborate across teams: Work closely with Sales, Customer Success, Product, and Support to ensure a seamless handoff and exceptional experience.

• Serve as a trusted advisor: Guide new customers through journey management best practices and kicking off their adoption of the platform.

• Measure and report outcomes: Track onboarding KPIs, customer health, and adoption signals to improve predictability and performance.

• Champion the voice of the customer: Advocate for customer needs and feedback across internal teams to drive product and process improvements.

What We're Looking For

• 3+ years of experience in onboarding, implementation, within SaaS, CX, research, or workflow platforms.

• Proven ability to manage a portfolio of enterprise onboarding projects simultaneously.

• Track record of leading onboarding/implementation programs for mid-market and enterprise accounts.

• Comfortable working with technical teams and concepts—especially related to APIs, AWS (including S3), and customer data workflows.

• Experience working cross-functionally with Product, Sales, and CS teams in fast-paced, high-growth environments. You will have direct access to Product/Engineering to help accelerate platform implementation.

• Exceptional project management and communication skills - you keep teams aligned and customers confident.

• Empathy for users navigating change and a knack for simplifying complex concepts.

• Familiarity with journey management, CX strategy, or design thinking is a major plus.

• Bonus if you've worked with or are inspired by platforms like Qualtrics, Medallia or UserTesting.

Why Join Us

• Be part of a category-defining company transforming customer experience at scale.

• Work with forward-thinking enterprise customers and collaborate with a world-class team.

• Enjoy a remote-first culture, flexible schedule, and strong focus on well-being.

• Help shape our onboarding playbook from the ground up, with ownership and autonomy.

What we offer our permanent employees:

💰 Competitive compensation and pre-IPO equity - we like to give our team members ownership with our stock package. When TheyDo succeeds, we all succeed!

🌍 Fully remote working with flexible hours - we're staunch advocates for autonomy and flexibility.

🩺 Health Insurance benefit - at TheyDo our team’s health and wellbeing are a priority. We include tailored support for every employee, regardless of location.

🌴 Flexible holiday days – We love what we do and equally love taking a break. You'll have a minimum of 25 days of paid holiday per year (pro rata), in addition to public holidays and an extra three days during our annual company-wide winter shutdown in December.

🧠 Learning and Development budget we encourage everyone to take ownership and invest in their growth and development, providing financial support to benefit you in your role and career.

🧘‍♂️Wellbeing budget - nurture your mind and body. We’ll support you in looking after you, whether it's meditation, mindfulness, or a yoga/gym membership.

👪 Paid parental leave - we'll ensure financial support and time off for you to bond with the newest little members of your family (6 months for the primary carer, and 6 weeks for the secondary carer - fully paid). We provide paid childcare leave when you need to take time out to help your little one recover.

👨‍💻Home office or co-working support - choose your ideal workspace with our home office or co-working budget. Whether you prefer the comfort of your home office or the collaborative atmosphere of a co-working space, we've got you covered.

🗺️ Company events - we regularly connect in-person to strategise, reflect or simply have fun. Our most recent company retreats were held in Spain, Portugal and France.

⚒️ Latest tech & tools - MacBook Air or Pro, we want you to have the equipment that you’re most comfortable with. We use tools such as Gather, Slack, Notion, Loom, G:Suite and naturally TheyDo to work collaboratively and asynchronously.

🚀 Continuous growth of our benefits package as we continue to grow in size

To any recruitment agencies, we appreciate you would like to support us but we do not accept any unsolicited CVs or introductions.

About TheyDo

Our core values are the driving force behind every decision we make.

We ‘Journey together’ along a path of collaboration and synchronization. In everything we do, we ‘Own it’, never shying away from taking action or making decisions. Our ‘Cloaks off’ mentality ensures that transparency and integrity reign supreme. We ‘Simply to accelerate', cutting through complexity to focus on what truly matters and moving forward with clarity and speed Moreover, ‘Customer Fueled’ innovation is at the heart of our work, as we know that the success of our product is directly linked to how we involve our customers in the process.

TheyDo is an equal opportunities employer. Our customers are diverse, and we believe our organisation should be, too. We nurture an inclusive culture where everyone feels equally important, no matter their background or status. We will never discriminate on the grounds of gender, civil status, family status, sexual orientation, religion, age, disability, education, or race.

Our commitment to building a diverse and inclusive TheyDo includes making reasonable adjustments to the interview process. If you need any adjustments, please reach out to your Talent Partner.

If you are a woman or part of an underrepresented group, we encourage you to apply. Even if you don’t check every box — your skills and perspective could be just what we need to succeed. We value diversity and know you bring something unique to the table!

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