Onboarding & Implementation Lead (Remote)

12twenty

United States

Remote

USD 120,000 - 180,000

Full time

2 days ago

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Benefits offered by this job

Generous PTO

401(k) plan

Remote work flexibility

Equity

Job summary

12twenty is seeking a Manager of Implementation & Onboarding to lead a four-person team and own onboarding timelines from contract through initial adoption. You will coach, mentor, and optimize processes while partnering with Sales, Account Management, Support, and Product to ensure smooth handoffs and rapid time-to-value.

The role is fully remote in the United States, requires 5+ years in SaaS onboarding or customer success, and 2+ years of team leadership.

Qualifications

Bachelor's degree preferred.
5+ years in SaaS onboarding, implementation, or customer success.
2+ years leading people or teams, formally or as a team lead.
Experience delivering multiple implementations on time.
Experience building or overhauling onboarding processes.
Calm handling of escalations with senior stakeholders.
Ability to learn new cloud-based tools quickly.

Responsibilities

Lead and develop a four-person onboarding team; coach and ramp new hires.
Own onboarding portfolio timelines from contract to adoption; remove blockers.
Run weekly reviews, identify at-risk accounts, and drive recovery plans.
Serve as escalation point for blocking issues and scope disputes.
Partner with Support, Product, and Engineering to resolve configuration and data issues.
Create and refine onboarding playbooks, templates, and handoff criteria.
Report onboarding metrics to leadership and align with CX initiatives.
Drive continuous improvement using CSAT and health data.