Manager, Customer Onboarding, SMB EMEA

About the Role

Join our dynamic team as a Manager, Customer Onboarding, SMB EMEA, where you will lead the successful integration of new small and medium business clients across the EMEA region, ensuring they quickly realize value from our platform and build lasting relationships.

Responsibilities

• Lead and mentor a team of Customer Onboarding Specialists, fostering a high-performance culture.
• Oversee the end-to-end onboarding process for SMB clients in EMEA, ensuring a smooth and efficient transition.
• Develop, implement, and optimize onboarding strategies and best practices to enhance customer experience and time-to-value.
• Collaborate closely with Sales, Customer Success, Support, and Product teams to ensure seamless handoffs and alignment.
• Monitor key onboarding metrics, identify areas for improvement, and report on team performance and client satisfaction.
• Act as an escalation point for complex client issues during the onboarding phase.

Requirements

• 5+ years of experience in a customer-facing role, with significant experience in Customer Onboarding, Customer Success, or Account Management, specifically within the SMB segment.
• Demonstrated leadership or management experience, with a track record of building and developing high-performing teams.
• Strong understanding of the EMEA market dynamics and business landscape.
• Exceptional communication, presentation, and interpersonal skills, with the ability to engage effectively with diverse stakeholders.
• Analytical mindset with the ability to use data to drive decisions and process improvements.
• Proficiency with CRM software (e.g., Salesforce) and project management tools.
• Ability to work effectively in a remote, fast-paced environment.

Nice-to-Haves

• Fluency in additional EMEA languages (e.g., French, German, Spanish).
• Experience in the HR tech, fintech, or global payroll industry.
• Proven ability to scale onboarding operations in a rapidly growing company.