Senior Onboarding Manager

About TheyDo

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 of 100+ TheyDoers 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 rapidly connect with their key tooling ecosystem and are set up for success beyond onboarding

• Design & optimize scalable processes: Create playbooks, educational material, 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 kick 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

• Exceptional project management and communication skills

• 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

• 🌍 Fully remote working with flexible hours

• 🩺 Health Insurance benefit

• 🌴 Flexible holiday days – minimum of 25 days paid holiday per year, plus public holidays and three extra days during annual winter shutdown

• 🧠 Learning and Development budget

• 🧘‍♂️ Wellbeing budget

• 👪 Paid parental leave (6 months for primary carer, 6 weeks for secondary carer)

• 👨‍💻 Home office or co-working support

• 🗺️ Company events (recent retreats in Spain, Portugal, and France)

• ⚒️ Latest tech & tools (MacBook Air or Pro, Gather, Slack, Notion, Loom, G:Suite, TheyDo)

• 🚀 Continuous growth of our benefits package

About TheyDo

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

• We ‘Journey together’ along a path of collaboration and synchronization

• We ‘Own it’, never shying away from taking action or making decisions

• Our ‘Cloaks off’ mentality ensures transparency and integrity

• We ‘Simply to accelerate’, cutting through complexity to focus on what truly matters

• ‘Customer Fueled’ innovation is at the heart of our work