Onboarding Team Manager

PinMeTo; Województwo pomorskie; On-site; PLN 180,000 - 280,000; Full time

Benefits offered by this job

Competitive benefits

Flexible work culture

International team

Job summary

PinMeTo is seeking a Customer Onboarding Manager to lead and develop the onboarding team, owning goals, processes, and people. You will drive scalable practices, coach team members, and partner with Sales, CS, and Finance to ensure smooth handoffs and long-term customer success.

Reporting to the Head of Customer Success, this role balances strategic leadership (about 70%) with hands-on onboarding for large accounts (about 30%), building playbooks and scalable processes as PinMeTo grows.

Qualifications

• Experience as Customer Onboarding Specialist or similar in SaaS.
• Demonstrated leadership and coaching abilities.
• Knowledge of onboarding methodologies and playbooks.
• Excellent communication and cross-functional collaboration.

Responsibilities

• Lead and develop the Customer Onboarding team, set goals and standards.
• Coach team, manage recruitment and performance reviews.
• Collaborate with Sales, CS, Finance; align onboarding with company processes.
• Develop onboarding playbooks and scale processes.
• Support end-to-end onboarding for large or strategic enterprise customers.

Skills

Leadership

People management

Onboarding processes

SaaS customer facing

Strategic thinking

Communication

English fluency

Tools

CRM systems

Job description

Imagine the frustration of a customer finding a business closed, despite online information stating otherwise. At PinMeTo, we’re solving that very problem. We provide a powerful SaaS platform that empowers multi-location businesses to be accurately found and verified across major online platforms.

If you're ready to lead a key function, empower people, and build scalable processes for the future, we want to hear from you! Join us as Customer Onboarding Manager and play a vital role in setting our customers, and our team, up for long‑term success.

About The Role

As Customer Onboarding Manager, you will lead and develop the Customer Onboarding team, owning its goals, processes, and people. Beyond running today's team well, this role is about building a stronger organisation for tomorrow: growing team members, sharpening processes, and ensuring Customer Onboarding scales seamlessly as PinMeTo grows.

Reporting directly to the Head of Customer Success, this role combines people management (approx. 70%) with operational and customer‑facing support (approx. 30%). Rather than managing standard onboarding flows, your hands‑on focus will be on supporting large strategic accounts, navigating complex Sales handovers, and driving cross‑functional improvements where your expertise creates maximum impact.

Key Responsibilities

People & Functional Leadership (≈70%)

• Act as direct manager for the Customer Onboarding team, taking full ownership of recruitment, hiring, performance evaluations, and salary reviews.
• Provide continuous coaching, mentoring, and clear career development plans to help team members grow.
• Set team goals, KPIs, and operational standards, ensuring high‑quality onboarding processes from kickoff to completion.
• Foster a collaborative environment with strong knowledge‑sharing and clear ways of working.
• Serve as the team’s voice and main contact towards internal departments, including Sales, Customer Success, and Finance, as part of the CS Management team.

Building for Tomorrow & Scaling

• Develop team capabilities and onboarding playbooks so the team can efficiently handle higher volume and greater complexity as PinMeTo scales.
• Partner with Sales leadership to optimize the Sales‑to‑Onboarding handover process.
• Drive cross‑functional improvements that elevate the end‑to‑end customer journey.

Strategic Hands‑On Onboarding (≈30%)

• Support end‑to‑end onboarding for large or strategic new enterprise customers.
• Step in on complex, high‑risk account setups and Sales handovers where strategic structure drives customer ROI and long‑term retention.
• Stay close enough to daily operations to identify trends, coach on live customer cases, and maintain deep credibility with your team.

Your profile

• Strong experience as a Customer Onboarding Specialist or similar customer‑facing role within a SaaS environment, with a proven track record of handling complex setups and high‑value accounts.
• A natural drive for leadership, coaching, and supporting colleagues. You are ready and eager to step into your first formal people management role.
• Deep understanding of onboarding methodologies, playbooks, and how to create smooth transitions from Sales to Customer Success.
• Excellent communication and interpersonal skills, with the ability to build trust across teams (Sales, CS, Finance) and advocate for your team’s needs.
• Strategic and process‑oriented mindset: you naturally spot patterns, love improving ways of working, and think about how to scale operations.
• Fluency in English (written and spoken) is required.

Nice To Have

• Informal leadership experience (e.g., mentoring new colleagues, leading internal projects, or acting as a point of contact for team processes).
• Deep knowledge of PinMeTo’s platform, products, and customer journey.

What We Offer

At PinMeTo, you’ll experience a Swedish business culture characterized by a flat hierarchy, open communication, and high trust. We value initiative, continuous learning, and celebrating shared achievements together.

You will join an international, welcoming team that values diversity and personal growth. Beyond offering a dynamic environment where your voice genuinely shapes our growth, we provide competitive benefits, flexibility, and a focus on long‑term well‑being.

Do you want to join a leading SaaS company with ambitious goals and help shape the future of local digital marketing? Then we’d love to get to know you!