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Podium is an AI-driven platform that brings AI Employees to local businesses, capturing and converting leads 24/7. The company has scaled to $100M+ in AI Agent ARR with 60,000+ customers across Auto, Home Services, and Aesthetics.
As Manager of Onboarding, you will lead and develop a team of Strategic Onboarding Managers responsible for delivering exceptional onboarding experiences to new Podium customers. This is a people-first leadership role focused on coaching, mentoring, and empowering a high-performing team while partnering closely with Customer Success, Sales, Product, Support, and Operations.
Key responsibilities include:
- Leading, coaching, and developing onboarding managers through regular 1:1s, performance reviews, and mentorship
- Driving team performance across implementation timelines, customer adoption, satisfaction, and handoffs to Customer Success
- Supporting the team with complex customer escalations and executive-level conversations
- Monitoring onboarding capacity, resource allocation, and workload balancing
- Partnering cross-functionally to improve collaboration and customer outcomes
- Using data and performance metrics to identify trends and operational improvements
- Building a culture of accountability, continuous learning, and customer obsession
- Standardizing onboarding processes, documentation, and best practices
- Leading onboarding and continuous development for new team members
- Identifying process gaps and implementing scalable solutions
- Fostering innovation through AI tools, automation, and operational efficiencies
- Serving as a strategic leader advocating for customers and the onboarding team
Requirements:
- Previous experience leading, coaching, or mentoring customer-facing teams in a SaaS environment
- 2+ years of experience in Customer Onboarding, Customer Success, Professional Services, Implementation, or Project Management
- Proven ability to develop high-performing teams through coaching, feedback, and performance management
- Strong leadership, communication, and interpersonal skills
- Experience managing customer escalations and executive-level conversations
- Strong analytical mindset with ability to use data to drive decisions and improve team performance
- Experience working cross-functionally with Sales, Customer Success, Product, Support, and Operations
- Passion for developing people and building strong team culture
- High level of ownership, accountability, and operational excellence
- Genuine curiosity about AI and technology
Nice-to-have:
- Previous experience managing an Onboarding, Customer Success, Professional Services, or Implementation team
- Experience scaling teams within a high-growth SaaS organization
- Strong operational mindset with experience building processes, playbooks, and scalable workflows
- Experience using metrics and dashboards to improve team performance and customer outcomes
- Passion for coaching future leaders and creating career growth opportunities
