Senior Onboarding Manager

EasyLlama is transforming the HR compliance industry by reinventing outdated and uninspiring training solutions and adapting them for the mobile-first generation. Our engaging, fun, and interactive training helps millions of employees worldwide build a safer, more positive, and inclusive workplace. As we continue to set the standard in compliance solutions, our vision extends far beyond training—we aim to partner with thousands of organizations to reduce employee risk and foster a more inclusive and secure environment for all.

With world-class customer reviews—boasting a 96% rating on G2 from over 100 reviews—and industry-leading NPS and Customer Satisfaction scores, EasyLlama is proud to have earned the trust of over 5,000 clients, including brands like Shake Shack, WeightWatchers, Sephora, JiffyLube, and Y Combinator. Our mobile-friendly platform delivers on-demand, self-paced, and bite-sized solutions that meet employees where they are, increasing engagement and retention.

At EasyLlama, we are not just transforming compliance training—we are challenging the status quo. We have a strong culture of collaboration, innovation, and getting things done.

Why This Role Matters

As our first dedicated Senior Onboarding Manager, you will play a critical role in ensuring EasyLlama’s Mid-Market and Enterprise customers see fast time-to-value, high product adoption, and lasting satisfaction. Your impact will directly reduce churn and set the stage for long-term customer growth. You’ll design and own scalable onboarding experiences, work cross-functionally to drive efficiency, and eventually help build a world-class onboarding team.

What You’ll Do:

• Own and manage customer relationships and onboarding, from the point of sale through successful implementation

• Design and implement different onboarding experiences for Mid-Market and Enterprise customers while also developing a one-to-many onboarding motion for scalability, including playbooks, resources, and repeatable frameworks

• Develop the self-directed onboarding journey for our Small and Medium Businesses (SMB) and Self-Serve customers through an engaging first experience with EasyLlama that gets them up and running quickly and with minimal effort

• Leverage onboarding metrics to continuously iterate and improve processes (e.g., time-to-value, CSAT, adoption benchmarks)

• Be a Company expert and discuss or educate on any nuance of the product internally and externally

• Conduct video and phone meetings with customers to ensure they are supported during the onboarding process, driving progress toward established milestones

• Create and measure initiatives that help to drive successful product implementation and understand their impact

• Partner with customers to define their needs and manage their timeline toward seeing value

• Collaborate closely with Product, Tech Support, and Engineering to guide integrations and resolve implementation blockers

• Respond to customer emails, chats, and calls regarding implementation and integrations

• Create repeatable processes, resources, and frameworks to use when onboarding customers

• Leverage the customer onboarding feedback for continuous improvement to processes and provide feedback to Product for future consideration

• Work directly with Engineering/Tech Support to manage customer integrations as part of the onboarding experience

• Ensure an exceptional handoff to the Customer Success team to maintain continuity and deepen relationships

• Serve as a future team lead, mentoring and managing onboarding specialists as we scale

Outcomes You’ll Drive

• Reduce average onboarding time and increase velocity to first value

• Improve 30-day and 90-day adoption rates for key product features

• Raise CSAT scores and reduce onboarding-related support escalations

• Support churn reduction by delivering a frictionless, proactive onboarding experience

• Build scalable, high-quality onboarding workflows that can be delivered across customer segments

Who You Are:

• You have 4+ years experience in Project Management/Implementations in a B2B Saas company (Bonus points for CAPM or PMP certifications!)

• You have top-notch communication skills, both written and verbal

• You are tech savvy. You can pick up a new technology quickly and explain it to lay folks

• You live in the details. You'll be working with many customers, and you'll need to have expertise in place to keep all of their needs organized

• You’ve got a mind for strategy. You'll be helping customers come up with their overall strat