Customer Onboarding Manager - North America

The Wrap; New York (NY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive pay

Equity

Vacation 30 days

Healthcare

Pre-tax accounts

Parental leave

Hybrid NYC office

Lunch stipend

WFH stipend

Development budget

401(k)

Mental health

ClassPass

US remote days

Global impact

Culture

Feierabend budget

Job summary

Leapsome is hiring a Customer Onboarding Manager to guide customers through initial setup and adoption of our People Enablement and HRIS platform. You will manage onboarding projects end-to-end, align with HR and IT stakeholders, and deliver training to managers and teams.

You’ll use AI-powered tools to scale and improve resources while ensuring a smooth handover to Customer Success. You’ll engage with senior client stakeholders, troubleshoot configuration, and continuously refine onboarding

Qualifications

• 2-4+ years in a customer-facing onboarding/implementation or similar role
• Fluent in English
• Strong project management with multi-stakeholder experience
• Excellent communicator across HR/People and technical audiences
• Solid technical understanding, integrations and data imports
• Organized and proactive, able to manage multiple projects
• Confident delivering trainings to diverse audiences
• Curious about AI tools and creating self-service resources
• Team player in a fast-paced, global team
• Proven track record closing complex sales cycles and driving revenue
• Passion for the future of work and alignment with company values
• Bonus: HR tech experience; coding/writing scripts or data interpretation

Responsibilities

• Lead the technical onboarding for Leapsome’s platform for new customers
• Project-manage implementation timelines across multiple accounts
• Collaborate with stakeholders to tailor platform configurations
• Troubleshoot setup issues with Product and Support teams
• Work with Sales and Customer Success to optimize outcomes
• Improve onboarding processes with scalable guides, templates, and videos
• Leverage AI tools to personalize training materials and increase efficiency
• Ensure a smooth transition to Customer Success after onboarding

Skills

2-4 years

Onboarding

Implementation

Customer success

English fluency

Project management

Communication

Technical troubleshooting

AI tools usage

Training delivery

Self-service content creation

Team collaboration

Data interpretation

Tools

Integrations

Data imports

Job description

What is Leapsome? Leapsome is the AI-powered people platform revolutionizing HR for modern teams. Leapsome drives HR excellence and empowers high-performing teams by automating, connecting, and simplifying every HR process across the employee lifecycle — from onboarding and performance management to engagement and development. Built with ease of use in mind, our platform ensures high adoption by employees, managers, and People teams alike.

Our purpose is to make work fulfilling for everyone, and our vision is to reshape the future of work by being the leading People platform for HR excellence and high-performing teams. We enable companies to create environments where people can achieve their goals, learn and grow together, and build genuine motivation & engagement.

Trusted by thousands of organizations globally, Leapsome secured $60 million in Series A funding led by Insight Partners in March 2022. This funding allowed us to further develop our intelligent platform, create exceptional employee experiences, and expand into the US market.

It’s an incredibly exciting time to join Leapsome and be part of reshaping the future of work!

Your opportunity:

As a Customer Onboarding Manager, you will play a key role in helping our customers unlock the full value of Leapsome’s People Enablement and HRIS platform from day one. You’ll guide our customers through the initial setup and configuration of the platform, ensuring a seamless technical implementation and adoption experience.

You’ll be responsible for managing onboarding projects from kick-off through to successful handover, working closely with HR and People teams, IT stakeholders, and senior managers at our client organizations. You will act as a trusted partner — delivering implementation support, driving admin engagement, and educating customers on best practices for setting up and using Leapsome. You may also deliver training sessions, especially for managers, to ensure confidence and clarity in using the platform.

This role requires a mix of technical problem-solving, project management, and stakeholder engagement. You’ll regularly harness AI-powered tools to deliver scalable and personalized onboarding experiences, create implementation resources, and identify opportunities to improve internal onboarding processes.

What you will do:

• Leading the technical onboarding of new customers for both Leapsome’s People Enablement and HRIS

• Project managing implementation timelines across multiple accounts simultaneously

• Collaborating with customer stakeholders to tailor platform configurations to their workflows

• Troubleshooting setup issues and coordinating with Product and Support teams where needed

• Collaborating with your colleagues from Sales and Customer Success to achieve the best outcomes for our customers

• Continuously improving onboarding processes by contributing to scalable content (e.g. guides, videos, templates)

• Leveraging AI tools to personalize training materials and improve efficiency

• Providing a smooth transition to Customer Success post-onboarding

Who you are:

• Depending on your entry level, you have between 2 - 4 years + of experience in a customer-facing onboarding, implementation, support, or customer success role, preferably in B2B SaaS

• You are fluent in English

• You have strong project management skills, having a track record of leading implementations involving multiple stakeholders is a plus

• You’re an excellent communicator — clear, empathetic, and confident in working with both HR/People teams and technical audiences

• You have a solid technical understanding and are comfortable navigating integrations, data imports, and troubleshooting configuration issues

• You are organized and proactive, able to manage several onboarding projects at once while maintaining high attention to detail

• You are comfortable delivering trainings to both small and large audiences, especially to help managers understand and adopt new tools

• You are curious and excited about using AI tools to enhance your workflows and drive scalable impact

• You enjoy creating self-service resources (e.g. videos, templates) and thinking about how to optimize processes

• You’re a team player who thrives in a fast-paced, collaborative environment and are eager to contribute to and be part of global team

• You have a proven track record of closing complex sales cycles and driving new business revenue

• You excel at communication - asking the right questions to understand a customer’s needs and decision-making process quickly, and working with the customer to generate value for them

• You are passionate about the future of work and you want to join us in building an exceptional team and company to have a real impact in this space

• You are heavily aligned with our company values

• Bonus: You have previous experience in HR tech

• Bonus: You have a passion for coding/writing scripts and/or for interpreting data

Benefits:

• Competitive pay and equity: Competitive salary plus a pre-IPO equity package so you share in the company's growth.

• Vacation: 30 vacation days a year, plus public holidays.

• Health care: Comprehensive medical, dental, vision, and life and disability insurance. Additional perks include One Medical, telehealth services, and a healthcare advocacy team for you and your dependents.

• Pre-tax saving accounts: Access to create and contribute to a Commuter Benefit account, Dependent Care FSA, Health Care FSA, and HSA

• Parental leave: 100% paid parental leave. 12 weeks for the birthing parent, 6 weeks for the non-birthing parent.

• Hybrid and flexible work: Spend 2 days a week with the team in our NYC office, Tuesdays and Thursdays.

• Sponsored lunch: Lunch is on us in the office every Tuesday and Thursday.

• Work-from-home stipend: A one-time $1,000 stipend to set up your home workspace.

• Learning and development: Grow your skills with a €2,000 annual development budget and dedicated time for learning.

• Financial wellness: Employer-sponsored 401(k), plus access to Origin, a financial wellness platform for planning, advising, and support.

• Mental health: Access to 1:1 therapy sessions through our mental health partner, plus company workshops on mindfulness and digital wellness.

• ClassPass: Employer-sponsored account with 26 credits per month.

• Work from anywhere in the US: Enjoy the option to work remotely within the US for up to 60 days per year.

• Impact: Join a fast-growing HR platform trusted by more than 2,000 companies worldwide: you'll help shape how companies run HR and grow their people in one connected system.

• Culture: A diverse, international team that values open feedback and celebrates wins, big and small.

• Monthly team activities: Join Feierabend, a monthly budget to get-together in New York inspired by the German after-work tradition — hosted by employees, for employees.

This role is based in New York City and the salary range for this position