Customer Onboarding Manager

Mitti; Sydney; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Equity

Flexible work

Training & development

Hackathons

On-site gym

Culinary crew

Barista coffee

Parental leave

Snack & beverages

Job summary

Mitti is seeking a Customer Onboarding Manager in Australia to lead scalable onboarding experiences, ensuring customers reach their first value moment quickly while reducing churn. You will coordinate with Sales, Product and Customer Success, guiding onboarding milestones and owning end-to-end plans.

You will manage multiple implementations, serve as the primary onboarding contact, and identify new use cases to drive value with Mitti’s AI-driven platform.

Qualifications

• Proven track record implementing software, managing projects, or consulting in a SaaS environment.
• Ability to use data across multiple tools to diagnose product adoption gaps and implement strategies.
• Experience with Jira, Salesforce, or similar CRM platforms to manage workload and context.
• Enterprise onboarding experience is a strong plus.
• Excellent communication and facilitation skills.

Responsibilities

• Own end-to-end onboarding plans for each customer, aligning Sales, Product and Customer Success on goals, timelines and success criteria.
• Lead kickoff meetings and guide stakeholders through onboarding milestones with defined accountability.
• Project manage multiple concurrent customer implementations while surfacing blockers early.
• Serve as the primary onboarding contact, ensuring timely configuration, training and go-live execution.
• Identify new use cases that expand customer value within Mitti.
• Proactively identify risks and obstacles to customer progress and resolve churn signals.
• Coordinate post-onboarding handoffs to Customer Success Managers with full context.
• Build and refine onboarding templates and playbooks to increase efficiency and scale.

Skills

SaaS onboarding

Project management

Client facing

Data-driven

Tools

Jira

Salesforce

CRM platforms

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.