Bullhorn · 2 months ago
Manager, Customer Onboarding
United States
Full-time
Remote
Mid, Senior Level
$105K/yr - $137K/yr
5+ years expBullhorn is a company focused on creating an incredible customer experience and delivering high quality products and services. The Manager of Customer Onboarding will lead a global team responsible for helping new customers adopt the platform, ensuring timely completion of onboarding tasks and driving customer engagement.
CRMPaaSSaaSService IndustrySoftware
Responsibilities
Oversee the end-to-end process of provisioning new customer environments and ensuring timely completion of all setup, configuration, and onboarding tasks
Ensure customers receive accurate and efficient support for product configuration, data setup, and early-stage adoption activities
Drive consistency and quality in the onboarding experience through documentation, templates, and best practices
Partner with Customer Success and Professional Services teams to ensure seamless handoff and continuity across the customer lifecycle
Identify opportunities for the team to deliver proactive guidance and advisory support that increases customer engagement and drives product usage
Lead, mentor, and develop a global team of consultants, focused on early customer success
Foster a culture of accountability, customer empathy, and continuous improvement
Define clear performance expectations, provide coaching and feedback, and create development paths for team members to expand their skills into consultative and value-driven work
Partner with regional and cross-functional leaders to align team capacity and product specialization with global onboarding demand
Inspire the team to evolve from task-driven ticket resolution toward higher-value customer engagement and consultative advisory that strengthens adoption and retention
Learn and develop technical expertise to deeply understand technology needs, product best practices, data imports, and issue troubleshooting in order to resolve issue escalations and coach and develop your team
Own the operational performance of onboarding ticket queues, ensuring timely response and resolution within established SLAs
Monitor ticket volumes, workload distribution, and throughput to identify and address process inefficiencies and resource needs
Partner with internal systems and product teams to automate recurring or manual onboarding steps, improving scalability and reducing cycle time
Establish and maintain clear metrics for onboarding efficiency, SLA adherence, and customer satisfaction
Continuously refine workflows, knowledge bases, and internal tooling to support a global, high-velocity onboarding function
Qualification
Required
5+ years of experience in customer onboarding, support services, or customer success at a SaaS company
2+ years of experience managing a distributed or global team
Strong operational mindset with experience managing SLA-based or ticket-driven service delivery
Demonstrated success improving process efficiency and introducing automation or tooling enhancements
Data oriented, with a track record of KPI management and attainment
Experience developing statistical models correlating product usage and adoption with customer retention
Ability to balance strategic thinking with hands-on process operations in a fast-paced, customer-centric environment
Preferred
Experience with AI-related efficiencies is a plus
Benefits
Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more
Unlimited Planned Paid Time Off
Global Mental Health Support
On-Demand Learning & Development
Quarterly paid volunteer days
Lucrative Employee Referral Program (eligible for prior to your first day)
Company-wide mentor program
Company
Bullhorn
Bullhorn provides cloud-based CRM solutions for companies in business services industries.
1001-5000 employees
H1B Sponsorship
Bullhorn has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (6)
2023 (5)
2022 (3)
2021 (8)
2020 (23)
Funding
Current Stage
Late StageTotal Funding
$32.13MKey Investors
Stone Point CapitalGE Asset Management
2020-09-08Private Equity
2017-10-23Secondary Market
2017-10-23Acquired
Leadership Team
Brian Sylvester
CFO
Matt Fischer
President & Chief Operating Officer
Recent News
GlobeNewswire
2026-01-07
2026-01-06
2025-11-12
Company data provided by crunchbase