Onboarding & Relationships Manager

Via; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Quarterly bonus

Share option scheme

25 days holiday

Wellness allowance

Season ticket loan

Central London office

1 remote day per week

Team nights out

Weekly team lunch

Job summary

Via is seeking an Onboarding & Agency Relationships Manager to own the client journey from contract signing to fully live and thriving on a SaaS HRTech marketplace. You will lead end-to-end onboarding, coordinate with Sales and Customer Success, and manage agency partner relationships to ensure successful launches.

The role is hands-on, execution-focused and thrives in a small, ambitious team. Hybrid work in Central London with opportunities to optimize processes and drive growth.

Qualifications

• 5+ years in onboarding, implementation, or account management in marketplaces/B2B platforms.
• Strong recruitment or staffing industry knowledge.
• Experience managing supplier/agency relationships.
• Process-driven with a structured workflow and improvement mindset.
• Commercial instinct for upgrade, growth and renewals.
• Excellent organization and responsiveness.
• Multilingual: Spanish, French or German.
• Experience with SaaS/HR tech platforms.

Responsibilities

• Own end-to-end onboarding and implementation for new clients.
• Guide clients through tiered onboarding model to live use.
• Manage agency partner relationships and renewals.
• Coordinate with Sales and Customer Success for smooth handovers.
• Identify risks to launch timelines and mitigate early.
• Provide feedback to improve onboarding processes.

Skills

Onboarding

Implementation

Client Success

Account Management

Marketplace

Relationship Management

Process-driven

Commercial Acumen

Cross-functional coordination

Organization

People skills

SaaS experience

HR tech

Job description

Onboarding & Agency Relationships Manager

Hybrid (4 days office, 1 day remote)

About the Opportunity

We're partnering with a fast-growing HR tech business that runs a global marketplace connecting employers with recruitment agencies. They're looking for an Onboarding & Agency Relationships Manager to own the client journey from "signed contract" to "fully live and thriving."

This is a hands-on, execution-focused role in a small, ambitious team. It suits someone who likes running a well-structured process, improving it as they go, and building strong relationships on both sides of a marketplace.

The Role

You'll run the end-to-end onboarding and implementation process for every new client, guiding each one through a tiered onboarding model and making sure they're set up for success from day one. You'll keep every onboarding on track, spot risks to launch timelines early and deal with them before they become problems, and feed back ideas to improve the process.

On the supply side, you'll make sure each client has the right agency partners to meet their hiring demand. You'll own the day-to-day relationship with those agencies, understand how they're performing and what they need from the platform, and manage premium membership renewals by showing the value they get.

You'll also be the connective tissue across the client lifecycle. That means working closely with Sales for a smooth handover after a deal closes, and with Customer Success so every account is fully briefed and ready for ongoing management.

What Our Client Is Looking For

• At least 5 years' experience in onboarding, implementation, client success or account management, ideally within a marketplace, staffing, recruitment or B2B platform business
• A strong background in, or solid understanding of, the recruitment and staffing industry
• Experience managing supply-side relationships with agencies, vendors or partners
• A process-driven mindset: comfortable working within a structured framework while actively looking for ways to improve it
• Commercial instinct, with confidence spotting and pursuing upgrade, growth and renewal opportunities
• Strong cross-functional coordination across Sales, Customer Success and Operations
• Excellent organisation and responsiveness, so nothing slips through the cracks
• A genuine people person who builds trust quickly
• A hands-on, roll-up-your-sleeves attitude suited to a small business environment
• Spanish, French or German, to support a multi-market customer base
• Experience with a SaaS or HR tech platform, ideally serving global customers

What's on Offer

• Quarterly bonus and regular team incentives
• Participation in the company share option scheme
• 25 days' holiday
• Annual wellness allowance
• Season ticket loan
• Central London office with 1 day remote working per week
• Monthly team nights out and a weekly team lunch