Customer Onboarding Manager

Role Purpose

The Customer Onboarding Manager exists to ensure every new Mitti customer reaches their first value moment quickly and confidently, reducing time-to-value and early churn risk. Working within the Customer Solutions & Implementation team, this role is the primary delivery mechanism for structured, scalable onboarding across our growing customer base.

Why join us?

Mitti by SafetyCulture is a global tech company, just not the kind you're picturing. Our almost 1,000-person team builds tools that make work better for the three billion frontline workers who keep the world moving. We've got big tech scale, without the sign-off layers or corporate theatre. This next chapter is about scaling smart, powered by AI, a clear vision and real ownership.

Big tech impact, without the big tech ick.

Key responsibilities

• Own and deliver end-to-end onboarding plans for each customer, aligning Sales, Product, and Customer Success on goals, timelines, and success criteria.
• Lead kick-off meetings and guide stakeholders through onboarding milestones, providing a clear roadmap with defined accountability at each stage.
• Project manage multiple concurrent customer implementations, maintaining momentum and surfacing blockers early.
• Serve as the primary point of contact during onboarding, ensuring timely configuration, training, and go-live execution.
• Act as a trusted advisor on product and industry best practices, identifying new use cases that expand customer value within Mitti.
• Proactively identify risks and obstacles to customer progress, escalating and resolving issues before they become churn signals.
• Coordinate post-onboarding handoffs to Customer Success Managers, transferring full context and insights that maintain customer momentum.
• Build and continuously improve onboarding templates and playbooks that increase efficiency and support scale as the customer base grows.

Required skills & experience

Technical Skills

• Proven track record implementing software, managing projects, or consulting in a SaaS environment.
• Depth and quality of outcomes matter more than years on a CV.
• Ability to use data across multiple tools to diagnose product adoption gaps and execute strategies that address them.
• Comfortable navigating tools like Jira, Salesforce, or equivalent project management and CRM platforms to manage workload and customer context.
• Project management qualification desirable; Agile or Waterfall preferred. Enterprise-level onboarding experience is a strong plus.

Behavioural Skills

• Exceptional communication and facilitation skills: able to train groups, lead executive conversations, and translate technical complexity into clear, actionable guidance.
• Proactive and detail-oriented; able to manage competing priorities in a fast-paced environment without losing sight of what matters to customers.
• Genuine growth mindset: actively seeks feedback, challenges the status quo, and consistently looks for ways to improve processes and outcomes.
• Strong active listening skills; able to understand customer pain points quickly and translate them into concrete next actions.

AI Skills

• Comfortable experimenting with AI tools to improve personal productivity, onboarding material quality, and customer communication.
• Demonstrates a practical, results-oriented approach to AI adoption: not just awareness, but consistent use in day-to-day work.

Success looks like

• Customers consistently reach go-live on time, with onboarding completion rates at or above team targets.
• Post-onboarding NPS and satisfaction scores reflect a positive, confidence-building experience for customers.
• CSM handoffs are seamless: Customer Success Managers receive full context and need minimal re-education to continue customer momentum.
• A library of scalable onboarding playbooks and templates is in active use, measurably reducing average time-to-value.
• Churn risk attributable to onboarding issues is materially lower, evidenced by improved early adoption metrics and customer health scores.

Key stakeholders

• Sales: deal handoff, alignment on customer goals, timelines, and expectations preonboarding
• Customer Success Managers: seamless post-onboarding transition and ongoing customer health
• Product: surfacing implementation feedback to inform roadmap priorities
• Customers: primary delivery partner and point of contact throughout the onboarding journey
• Customer Solutions & Implementation team: shared delivery standards, playbook development, and continuous improvement

We’re committed to building inclusive teams and cultivating a sense of belonging so our people can bring their whole authentic selves to work each day. We seek to make reasonable adjustments throughout our recruitment process to create an even playing field for all candidates. Thanks to the tireless efforts of the entire Mitti team we’ve built an incredible culture which has seen us recognised as a Best Place to Work in Australia, the US and the UK.

Even if you don't meet every requirement listed in the ad, please consider applying for this role. We prioritise inclusion and value individuals with potential over a checklist of qualifications. Don't rule yourself out, hit that apply button if this job resonates with you

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To all recruitment agencies, we do not accept resumes or partnership opportunities. Please do not forward resumes to Mitti or any of our employees. We are not responsible for any fees associated with unsolicited resumes.