Senior Manager, Customer Onboarding

Astronomer is the commercial developer of Apache Airflow, a community-driven open-source tool that’s leading the market in data orchestration. We’re a globally-distributed and rapidly growing venture-backed team of learners, innovators and collaborators. Our mission is to build an Enterprise-grade product that makes it easy for data teams at Fortune 500’s and startups alike to adopt Apache Airflow. As a member of our team, you will be at the forefront of the industry as we strive to make Apache Airflow the de-facto standard in data orchestration.

Your background may be unconventional; as long as you have the essential qualifications, we encourage you to apply. While having "bonus" qualifications makes for a strong candidate, Astronomer values diverse experiences. Many of us at Astronomer haven't followed traditional career paths, and we welcome it if yours hasn't either.

About this role

As the Senior Manager, Customer Onboarding, you will helm our Customer Onboarding Program, getting customers into Astro, our flagship cloud-based service, smoothly and effectively. You and your team of onboarding specialists will act as trusted advisors, providing product training and best practices implementation support to our customers, helping them accelerate time-to-value of their investment. This is an essential and strategic role to ensure our customers adopt and love our product, leading to best-in-class customer satisfaction (NPS) and increasing the likelihood of renewal and expansion.

What you get to do

• Managing the Astro Onboarding Program, growing and evolving it over time with a strong focus on automation and scalability

• Coach, mentor, and manage our growing team of Customer Onboarding Specialists (globally distributed).

• Attract and retain top talent, working with your team to encourage individual growth and promote professional development.

• Work continuously with your team to optimize service quality, establish efficient solutions, and ultimately drive sustained product adoption.

• Manage the team’s workload, facilitate change management, and troubleshoot problems to ensure high customer satisfaction and smooth internal operations. 

• Partner closely with Customer Success, Solutions, Data Engineering, Sales, Product,  and Customer Support to deliver a unified and high professional implementation experience to our customers.

• Communicate, manage organizational objectives and metrics, and inspire and motivate team members to achieve results.

What you bring to the role

• Strong, proven track record of building and leading high performing, customer-facing teams in a high-growth SaaS company.

• Passion for coaching and mentoring your team and colleagues.

• Experience with customer onboarding, implementation, customer product training or professional services.

• Enthusiasm for ensuring customers receive the best implementation experience possible.

• You thrive in a fast-paced SaaS startup environment.

Bonus points if you have

• 3+ years of experience in leading customer-facing teams in a high-growth SaaS company

• 3+ years of experience in the data tech space

At Astronomer, we value diversity. We are an equal opportunity employer: we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.  Astronomer is a remote-first company.