Onboarding Manager

Order Editing; United States; On-site; Full time

Job summary

A dynamic startup in the United States seeks an Onboarding Manager to lead the onboarding journey for North American clients. This remote role involves ensuring clients achieve rapid results while navigating their onboarding. You will manage interactions with clients, drive value creation, and facilitate a seamless handoff to account management. Ideal candidates are self-driven individuals who can thrive in a fast-paced, tech-focused environment. Competitive opportunity with growth potential.

Qualifications

• Self-starting and driven by ownership.
• Technical literacy and ability to adapt tech solutions.
• Proven problem-solving capabilities.

Responsibilities

• Own the end-to-end onboarding journey for every new client.
• Remove friction and anticipate blockers to speed up onboarding.
• Deliver fully ramped, confident clients to account management.

Skills

Ownership

Attention to detail

Technical proficiency

Problem-solving

Interpersonal skills

Job description

We are hiring an Onboarding Manager for North America! This is your opportunity to join a founder-led startup growing 200% YoY.

Executive Summary

• Remote: Yes.
• Department: Post-sales team, includes Jacques (US), Erin (UK), Paul (AU), and Ben (AU).
• Purpose: Ensure every North American client receives an industry-best onboarding experience that sets them up for outsized ROI and your Account Manager (Jacques) to easily build a deep relationship post go-live.
• Why now? We're internally promoting our current Onboarding Manager to lead sales in North America. With 30+ onboards happening every month and growing, we need to replace him to continue delivering the quality of service we have to-date.

About us

Order Editing is the first Shopify app that lets customers make changes to online purchases after they buy. We save brands hundreds of thousands of dollars in customer service costs and drive incremental revenue by creatively upselling after purchase — HexClad make $1m p.a. with us in net new sales.

We are 24 months young — doing $3M in revenue, profitable since day one, and work with brands like Comfrt, Ridge, Oh Polly, and Liquid IV.

You’ll thrive here if you are

• Self-starting and driven by ownership,
• Take pride in the quality of your work,
• A technically literate operator,
• A builder by instinct, and;
• Kind.

Core Responsibilities

• Client Onboarding: Own the end-to-end onboarding journey for every new North American merchant (~30+/month and growing). You understand each client's business deeply and configure their setup around their needs, not walking them through a generic checklist.
• Time to Value: Get merchants live and seeing results fast. Every day between sign-up and launch is a day they're not getting value. You'll remove friction, anticipate blockers, and build repeatable processes that compress onboarding timelines without cutting corners.
• Product Enablement: Ensure every merchant launches with the full set of features relevant to their business from day one. Teach merchants why each feature matters for their specific setup.
• Handoff to Success: Deliver fully ramped, confident clients to your account management partner (Jacques). A great onboarding means the success manager inherits a merchant who already trusts us, understands the product, and isn't asking basic questions three months in.
• Strategic Initiatives: Proactively ship "value creation" work for the business. You're working ON the onboarding function and guaranteeing that the systems, tools, processes, and optimisations are in place for growth to feel seamless.

Reporting & Team

• Report to: Paul Goldston, Head of Customer & Product.
• Team: Post-sales team, includes Jacques (US), Erin (UK), Paul (AU), and Ben (AU).

How we manage remote work

• One weekly team meeting at 4PM EST on Monday which all team members attend globally.
• Regular (at least 2x p.a.) in-person meet ups (upcoming is Spain in May).
• Slack is used for internal communications and client management.
• Jacques & yourself will be "partners in crime" working extremely close together to achieve the vision — Jacques is a New Zealander living in Buenos Aires.

How to Apply

Email [e-mail] with your introduction. Subject line "NAME Onboarding Manager"