Onboarding and Support Manager

The Role

The successful candidate will be highly organised, have broad experience identifying process improvements and successfully implementing those plans.

• Manage end-to-end onboarding for new clients, from scoping and planning through to configuration, training, and go-live.
• Translate customer requirements into tailored system configurations and workflows.
• Ensure projects are delivered on time, within scope, and with a strong customer focus.
• Manage, mentor, and support the customer support team, including performance reviews, coaching, and workload management.
• Oversee ticketing systems, set priorities, and ensure escalated issues are resolved quickly and effectively.
• Establish and monitor SLAs and KPIs across both implementation and support functions.
• Identify recurring issues and work closely with Product and Engineering teams to recommend fixes and improvements.
• Build and maintain a library of training materials, process documentation, and support resources to enable scalability.
• Act as a senior point of contact for key customers, providing guidance, handling escalations, and maintaining high levels of satisfaction.
• Continuously review and improve implementation and support processes to drive efficiency and enhance the customer experience.

• 5+ years of experience in B2B SaaS managing implementations and support.
• Experience managing and developing a support team, including coaching, performance management, and fostering a customer-first mindset.
• Analytical and process-driven approach with the ability to identify gaps, resolve challenges, and drive continuous improvement.
• Hands-on experience with ticketing/helpdesk tools and CRM platforms.
• Highly organised, adaptable, and comfortable working in a fast-paced, evolving SaaS environment.
• Collaborative and proactive, with the initiative to influence cross-functional teams and contribute to business growth.