Onboarding Manager

Onboarding Manager Location: Remote (Canada) Department: Customer Success Reports to: GM - Enterprise & Revenue Lead About MoeGo 🐾 MoeGo is on a mission to transform the future of pet care business, from small-business groomers to franchise doggie hotels. The dedicated entrepreneurs behind these businesses keep our beloved pets happy and healthy—the majority of them are first-time business owners, and more than 80% are women. They deserve comprehensive technology solutions that keep their businesses operating smoothly end-to-end, so they can focus on healthy pets and happy pet parents. Join us to help these “pet-repreneurs” build and grow thriving businesses—every conversation with a customer and every feature goes toward this larger purpose. From automated booking to payments and communication tools, MoeGo eliminates the administrative stress of running a pet care business. If you’re looking for a career that combines innovation with heart, MoeGo is the place where technology meets tail wags. Join us in shaping the future of pet care, one happy groomer, one joyful pet, and one loving owner at a time. About the Role We are hiring a Customer Onboarding Manager to lead MoeGo’s onboarding function and develop a high-performing team of Onboarding Specialists. Onboarding at MoeGo is measured by customer outcomes, not activity. This role owns the systems, coaching, and operating rhythm that drive fast launches, time-to-value, and long-term retention. You will also lead onboarding escalations, including contract-sensitive conversations, and build a team culture that is supportive, calm, and accountable. Schedule note: This role requires regular collaboration with our China-based team, including evening availability on a weekly basis. Key Responsibilities: - Lead and develop the onboarding team - Build strong relationships with each team member and create a supportive, high-accountability culture. - Coach Specialists in daily behaviors that drive outcomes: discovery, expectation-setting, milestone management, value framing, and objection handling. - Set clear standards for performance and quality, and hold accountability through direct, respectful feedback. - Build a team that improves week over week, not just gets through volume. - Build a scalable onboarding system - Create segmented onboarding motions for different customer types, especially SMB vs Mid-Market. - Systemize delivery with playbooks, templates, milestones, risk signals, and recovery paths. - Run a consistent team operating rhythm (1:1s, team meetings, coaching, quality reviews, and escalation reviews). - Protect focus by prioritizing the highest-impact work and cutting noise. - Own onboarding outcomes and use data to improve them - Define what success looks like, track performance, and drive improvements using trends and root-cause analysis. - Build reporting criteria (including condition-based, true/false logic) and partner with CX Ops/Data to scale dashboards and insights. - Turn insights into action: changes to playbooks, coaching focus areas, experiments, and cross-functional projects. - Lead escalations with calm and strong judgment - Handle emotionally charged customer situations, including contract-sensitive escalation calls. - De-escalate, diagnose the real problem, and guide customers to clear next steps while maintaining business guardrails. - Train the team to handle more escalations independently over time. - Advocate for product improvements - Identify patterns where customers struggle due to product friction, not just training gaps. - Turn trends into clear recommendations with evidence and expected impact. - Drive cross-functional progress with Product and Engineering proactively. - Communicate clearly with leadership - Translate onboarding performance into outcomes leaders care about: time-to-value, retention risk, efficiency, and business impact. - Provide concise updates and clear plans for improvement. Minimum Qu ... (truncated, view full listing at source)