Who you are

• Education: Bachelor's degree required to ensure foundational knowledge in business processes, analytics, and communication skills necessary for success in this role
• Experienced Leader: 6+ years of work experience with at least 3 years managing operational teams in a SaaS environment, specifically in onboarding or implementation functions focused on customer software adoption, with proven success driving metrics and developing talent
• Strategic Thinker: Strong analytical skills with the ability to translate data into actionable insights and business cases
• Effective Communicator: Clear communicator who can convey complex information to different audiences and influence cross-functional stakeholders
• Client Champion: Client-centric approach with a deep understanding of the customer journey and passion for the salon industry
• Technical Aptitude: Demonstrated ability to quickly learn complex SaaS products similar to Phorest, with a strong grasp of key SaaS metrics and the capacity to understand customer perspectives and business needs in specialized industries

What the job involves

• We are seeking an experienced, metrics-driven, and customer-obsessed Onboarding Manager to lead our North American Onboarding team and drive operational excellence
• In this role, you will manage a team of 12 Onboarding Specialists, ensuring the delivery of a best-in-class onboarding experience for our clients while maintaining key performance metrics
• The ideal candidate will demonstrate strong leadership skills, data-driven decision making, and a deep understanding of the client journey
• This role reports to the Head of Customer Success North America and works closely with the Process Manager North America to ensure alignment across the onboarding journey, data migrations, and feature activation
• This position is critical to our growth in the North American market and requires someone who can effectively communicate with leadership, handle escalations creatively, and continuously improve processes
• Lead and Develop: Lead a high-performing team of 12 Onboarding Specialists with clear direction, comprehensive training, and regular quality assurance through call shadowing
• Drive Metrics and Operations: Own all North American onboarding metrics (go-live targets, cancellation rates, client satisfaction), implement innovative process improvements, and provide data-driven insights to leadership
• Ensure Client Success: Design best-in-class onboarding experiences, handle escalations creatively, and develop strategies to reduce churn during the critical onboarding phase
• Collaborate Across Teams: Partner closely with the Process Manager North America on onboarding strategy and execution, act as the voice of the customer within Phorest, maintain strong cross-functional relationships, and serve as a key liaison for client feedback and feature requests
• Lead Strategically: Identify trends and opportunities, create compelling business cases for resources or changes based on data analysis, and align onboarding strategies with company objectives

Benefits

• Your wellbeing is important to us - We provide private healthcare, and employee assistance program and a free online GP service (WebDoc)
• As part of our Financial Wellbeing, we provide an Employee Share Purchase Scheme, Pension, Life Assurance, and Income Protection
• We help you travel by providing a bike to work scheme as well as tax saver transport tickets
• We care for your family and provide Enhanced Maternity and Paternity benefits
• We grow our own timber! We provide a great learning environment including an extensive onboarding program
• Career development is important to us. We even have our own in-house Learning and Development/Business coach and many online resources including LinkedIn learning
• We don't believe in formal dress codes. We prefer causal things