Pearl Lemon
Manager, SMB Onboarding
United States - Remote
Sponsorship not specifiedDetected 47 days ago
Computer VisionProject ManagementJiraHubSpotSalesforceCRMPerformance ManagementOnboardingCustomer SuccessZendeskFDA RegulatoryLeadershipCommunicationCollaborationMentoring
About the role
- In this role, you will transition the team into a high-performance unit by owning the strategic outcomes of the onboarding lifecycle.
Responsibilities
- Drive Outcomes: Manage and develop a team of Onboarding Specialists, establishing a culture of high performance, clear accountability, and continuous improvement.
- People Management: Conduct performance reviews, manage career development tracking, handle resource capacity planning, and own the hiring and scaling strategy for the team.
- Strategic Partnership: Partner closely with the Onboarding Team Lead to leverage their deep product expertise, aligning their technical guidance with your operational and behavioral goals for the team.
- Velocity & Efficiency: Analyze, optimize, and streamline the onboarding journey to significantly reduce implementation times and accelerate customer time-to-value.
- Retention & Quality Assurance: Define and own the reversal metric from onboarding, identifying root causes for early churn or stalled implementations, and implementing preventive strategies.
- Cross-Functional Collaboration: Act as the strategic bridge between Onboarding and Product, Engineering, Sales, and Support to remove institutional blockers and advocate for tools that automate or simplify the deployment process.
- Manage and develop a team of Onboarding Specialists, establishing a culture of high performance, clear accountability, and continuous improvement.
- Conduct performance reviews, manage career development tracking, handle resource capacity planning, and own the hiring and scaling strategy for the team.
- Define and own the reversal metric from onboarding, identifying root causes for early churn or stalled implementations, and implementing preventive strategies.
- You will drive success through operational accountability, rigorous metric oversight, and process optimization.
Requirements
- Leadership: 2+ years of direct people management experience, with a proven track record of managing teams to hit strict performance metrics and SLAs.
- Tools: High proficiency with CRM and implementation tracking software (e.g., HubSpot, Salesforce, Gainsight, Zendesk, Jira).
- Communication: Exceptional leadership and communication skills, with the ability to balance strict accountability with empathetic coaching.
- Data-Driven Mindset: Strong analytical skills with experience building dashboards and leveraging data to isolate process bottlenecks and predict customer reversals.
- Change Management: Demonstrated success in refining messy or legacy processes, enforcing system compliance, and driving accountability across a remote team.
- While this role is remote-first, team members located in the Lehi area are asked to join us in the office once per week.
Skills
- High proficiency with CRM and implementation tracking software (e.g., HubSpot, Salesforce, Gainsight, Zendesk, Jira).
Compensation
- Competitive benefit and compensation offerings
Benefits
- Competitive benefit and compensation offerings
- Unaccrued, flexible PTO
- Since 2019, we've built FDA-cleared computer vision for 2D and 3D dental imagery, used by clinicians, practice owners, labs, and insurers to improve the efficiency, accuracy, and consistency of dental care globally.
- Establish, track, and report on key performance indicators (KPIs) including throughput, customer health scores during onboarding, time-to-live, and team capacity.
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