Onboarding & Implementation Manager

360 Blue; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Key Data is seeking an Onboarding & Implementation Manager for our all-remote team in the United States. You will build dashboards for new customers, lead onboarding calls, and ensure a smooth handoff to Customer Success.

In Phase 2, dashboards become automated and emphasis shifts to tech-touch onboarding and training. Ideal candidates will manage 10 onboarding engagements per month, translate product value, and collaborate with data validation to ensure accurate handovers and ongoing program

Qualifications

• Experience onboarding, implementing, or training customers in a B2B SaaS or software-driven environment.
• Ability to independently manage multiple customer onboarding engagements simultaneously.
• Skilled at translating technical product functionality into practical business value.
• Experience leading product demonstrations, training sessions, and structured onboarding calls.

Responsibilities

• Build customer dashboards for every new customer ahead of and during onboarding (manual in Phase 1; automated in Phase 2).
• Run onboarding for about 10 new customers a month, through calls, training, and onboarding material. You own the customer for the first 28 days and are responsible for building sustainable habits that start with adoption.
• Track onboarding progress in the customer success platform so status and risk are visible to the team.
• Hand off cleanly to Success: pass each customer to their CSM with their goals, progress, and any open issues.
• Work with Data Validation to ensure handover between the two responsibilities is smooth.
• Improve the program: share what's working and what isn't in onboarding material and delivery.

Skills

SaaS onboarding

Customer training

Dashboard demonstrations

Project management

Data accuracy

Customer communication

CRM proficiency

Tools

CRM

Project management tools

BI dashboards

Job description

About Key Data Key Data is the most trusted platform for short-term rental (“STR”) market data. With data sourced directly from our co-op of millions of vacation rental properties worldwide, OTA’s, and hotels, we create market and property-level intelligence for the vacation rental industry, destinations, hoteliers, and investors. Key Data is an Inc. 5000 recipient, given to America’s fastest-growing companies. We’ve been recognized throughout the travel industry with awards for innovation and service. Our all-remote team ranks us as a "best-in-class" place to work. In 2024, Key Data partnered with primary institutional investor Pamlico to guide us through our next growth phase.

This Onboarding & Implementation Manager role gets new customers set up and getting value quickly. In Phase 1 it combines two jobs: building each new customer's dashboards and running onboarding for a share of new customers (about 10 a month).

In Phase 2, dashboard builds are automated and the role shifts its time to onboarding calls and training. This phase will introduce more opportunity to be a process builder, as we begin rolling out a tech-touch onboarding tier.

Responsibilities

• Build customer dashboards for every new customer ahead of and during onboarding (manual in Phase 1; automated in Phase 2).
• Run onboarding for about 10 new customers a month, through calls, training, and onboarding material. You own the customer for the first 28 days and are responsible for building sustainable habits that start with adoption.
• Track onboarding progress in the customer success platform so status and risk are visible to the team.
• Hand off cleanly to Success: pass each customer to their CSM with their goals, progress, and any open issues.
• Work with Data Validation to ensure handover between the two responsibilities is smooth.
• Improve the program: share what's working and what isn't in onboarding material and delivery.

Key Data Benefits include:

• Company-paid individual health and dental insurance
• Long-term disability insurance under the company’s standard group plan
• $50,000 life insurance policy
• $200 towards an annual gym membership
• Up to $1,000/year professional development reimbursement
• Company-paid holidays
• Eligibility for 401(k) pension plan with 3.5% employer match. No vesting period for employer match.
• $75/month mobile phone and voice/data plan reimbursement.
• Flexible PTO policy

Required Experience

SaaS Customer Onboarding & Implementation

• Experience onboarding, implementing, or training customers in a B2B SaaS or software-driven environment.
• Ability to independently manage multiple customer onboarding engagements simultaneously.
• Skilled at translating technical product functionality into practical business value.
• Experience leading product demonstrations, training sessions, and structured onboarding calls.

Software Proficiency & Data Accuracy

• Ability to learn new software quickly and confidently navigate configuration and implementation workflows.
• Strong attention to detail when validating data accuracy and preparing customer-facing dashboards.
• Comfortable troubleshooting issues and coordinating with internal technical teams to resolve them.

Customer Communication & Relationship Management

• Strong written and verbal communication skills, with the ability to explain complex concepts clearly.
• Confidence leading customer conversations and adapting training to different levels of technical proficiency.
• A proactive, customer-first approach focused on helping customers achieve meaningful outcomes.
• Ability to manage expectations, address challenges, and create a positive first impression of KeyData.

Organization & Operational Ownership

• Strong organizational skills, with the ability to manage competing priorities and meet onboarding deadlines.
• Experience using CRM, customer success, or project management platforms to track customer progress and activities.
• Ability to follow structured processes while identifying opportunities for improvement.
• Ownership of customer outcomes and consistent follow-through without extensive oversight.

Preferred Experience

KeyData & Industry Knowledge

• Experience using the KeyData platform.
• Familiarity with short-term rentals, vacation rental management, hospitality, or property technology.
• Understanding of how property managers and operators use market data, pricing intelligence, and performance analytics to make business decisions.

Data & Analytics

• Experience with business intelligence tools, analytics dashboards, or data visualization platforms.
• Ability to interpret customer data and connect platform insights to operational or financial goals.

Scaled & Tech-Touch Onboarding

• Experience supporting or developing automated, self-service, or tech-touch onboarding programs.
• Familiarity with digital training materials, in-app guidance, onboarding automation, or customer education tools.
• Interest in improving onboarding efficiency through technology and repeatable processes.

Growing SaaS Organizations

• Experience working in a growing SaaS organization with evolving processes and responsibilities.
• Ability to balance day-to-day execution with building and improving operational processes.
• Motivation to help create a more efficient, repeatable, and scalable customer onboarding function.