SaaS Onboarding Lead | Fast Value & Scale

Hammerjack Pty Ltd; Taguig; On-site; PHP 700,000 - 1,200,000; Full time

Job summary

Mitti by SafetyCulture is seeking a Customer Onboarding Manager to ensure new customers reach value quickly, coordinating with Sales, Product, and Customer Success for timely go-lives. You’ll lead onboarding milestones, train users, and drive adoption across a scalable onboarding program.

You will leverage data to identify adoption gaps, create playbooks, and continuously improve templates to support growth and reduce churn.

Qualifications

• 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.

Responsibilities

• 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.

Skills

SaaS project management

Communication skills

Stakeholder management

Onboarding experience

Agile/Waterfall methods

Tools

Jira

Salesforce

Job description

Mitti by SafetyCulture is seeking a Customer Onboarding Manager to ensure new customers reach value quickly, coordinating with Sales, Product, and Customer Success for timely go-lives. You’ll lead onboarding milestones, train users, and drive adoption across a scalable onboarding program.

You will leverage data to identify adoption gaps, create playbooks, and continuously improve templates to support growth and reduce churn.