Customer Onboarding Manager

SafetyCulture Inc.; Sydney; On-site; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Equity

Flexible work arrangements

Training & development

Hackathons & Workshops

On-site gym & café

Wellbeing programs

Job summary

Mitti by SafetyCulture is hiring a Customer Onboarding Manager to lead scalable onboarding for new customers. You will drive end-to-end plans, coordinate cross-functional teams, and ensure successful go-lives that unlock early value and reduce churn.

You will use data to diagnose adoption gaps, share best practices, and continuously improve onboarding templates as the customer base grows. This role offers equity and flexible work options in a fast-growing environment.

Qualifications

• Proven track record delivering SaaS onboarding programs.
• Ability to align Sales, Product and Customer Success with clear milestones.
• Strong communication, planning and risk management skills.

Responsibilities

• Own and deliver end-to-end onboarding plans for each customer, aligning teams on goals and timelines.
• Lead kick-off meetings and define milestones with accountable owners.
• Project manage multiple implementations, surfacing blockers early.
• Serve as primary onboarding contact, ensuring configuration, training and go-live.
• Identify new use cases to expand customer value and reduce churn risk.
• Coordinate post-onboarding handoffs to Customer Success with full context.
• Build onboarding templates and playbooks to scale operations.

Skills

SaaS onboarding

Project management

Data-driven decisions

Communication excellence

AI tools experience

Tools

Jira

Salesforce

Job description

Why join us?

Mitti by SafetyCulture is a global tech company, just not the kind you're picturing. Our almost 1,000-person team builds tools that make work better for the three billion frontline workers who keep the world moving. We've got big tech scale, without the sign-off layers or corporate theatre. Every permanent team member gets equity, so when we grow, you do too. This next chapter is about scaling smart, powered by AI, a clear vision and real ownership.

Big tech impact, without the big tech ick.

As a Customer Onboarding Manager at Mitti, you’ll play a key role in helping every new customer get up and running quickly, confidently, and successfully. You’ll lead structured, scalable onboarding experiences that help customers reach their first value moment sooner, while reducing early churn risk and setting the foundation for long-term success. Working within our Customer Solutions & Implementation team, you’ll be the driving force behind delivering an exceptional onboarding experience as we continue to grow.

How you will spend your time:

• Own and deliver end-to-end onboarding plans for each customer, aligning Sales, Product, and Customer Success on goals, timelines, and success criteria.

• Lead kick-off meetings and guide stakeholders through onboarding milestones, providing a clear roadmap with defined accountability at each stage.

• Project manage multiple concurrent customer implementations, maintaining momentum and surfacing blockers early.

• Serve as the primary point of contact during onboarding, ensuring timely configuration, training, and go-live execution.

• Act as a trusted advisor on product and industry best practices, identifying new use cases that expand customer value within Mitti.

• Proactively identify risks and obstacles to customer progress, escalating and resolving issues before they become churn signals.

• Coordinate post-onboarding handoffs to Customer Success Managers, transferring full context and insights that maintain customer momentum.

• Build and continuously improve onboarding templates and playbooks that increase efficiency and support scale as the customer base grows.

About you:

Technical Skills

• Proven track record implementing software, managing projects, or consulting in a SaaS environment.

• Depth and quality of outcomes matter more than years on a CV.

• Ability to use data across multiple tools to diagnose product adoption gaps and execute strategies that address them.

• Comfortable navigating tools like Jira, Salesforce, or equivalent project management and CRM platforms to manage workload and customer context.

• Project management qualification desirable; Agile or Waterfall preferred. Enterprise-level onboarding experience is a strong plus.

Behavioural Skills

• Exceptional communication and facilitation skills: able to train groups, lead executive conversations, and translate technical complexity into clear, actionable guidance.

• Proactive and detail-oriented; able to manage competing priorities in a fast-paced environment without losing sight of what matters to customers.

• Genuine growth mindset: actively seeks feedback, challenges the status quo, and consistently looks for ways to improve processes and outcomes.

• Strong active listening skills; able to understand customer pain points quickly and translate them into concrete next actions.

AI Skills

• Comfortable experimenting with AI tools to improve personal productivity, onboarding material quality, and customer communication.

• Demonstrates a practical, results-oriented approach to AI adoption: not just awareness, but consistent use in day-to-day work.

More than a job:

• Equity with high growth potential, and a competitive salary

• Flexible working arrangements

• Access to professional and personal training and development opportunities

• Hackathons, Workshops, Lunch & Learns

• In-house Culinary Crew serving up daily breakfast, lunch and snacks

• Barista coffee machine, craft beer on tap, boutique wines and a range of non-alcoholic beverages

• Wellbeing initiatives such as EAP services and generous parental leave policy

• Quarterly celebrations and team events

• On-site gym, table tennis, board games, books library, and pet-friendly offices

We’re committed to building inclusive teams and cultivating a sense of belonging so our people can bring their whole authentic selves to work each day. We seek to make reasonable adjustments throughout our recruitment process to create an even playing field for all candidates. Thanks to the tireless efforts of the entire Mitti team we’ve built an incredible culture which has seen us recognised as a Best Place to Work in Australia , the US and the UK .

You can find out more about life at Mitti via Youtube, Twitter, Instagram and LinkedIn.