SafetyCulture
Customer Onboarding Manager
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We’re a global tech company, just not the kind you’re picturing. Our team of nearly a thousand people wakes up every day to make our product and our customers’ lives better. At SafetyCulture, you’ll hear “yes, let’s give it a shot” more often than “that’s not how we do things here.”
People join because we’re building tools that make work better for the 3 billion people who keep the world moving: factory floor operators, baggage handlers, truck drivers, servers, store assistants. The ones who make things happen. We’ve got the scale and innovation you’d expect from big tech. The difference? No endless layers of sign-off. No corporate theatre. Just smart, experienced people solving real problems fast.
The scale is big, but the ownership is personal. Every full-time team member gets equity: real skin in the game. When we grow, you do too. This next chapter is about scaling with intelligence, not just size, fueled by operational maturity, a clear vision, and a strong focus on AI.
Role Purpose
The Customer Onboarding Manager role exists to ensure every new SafetyCulture 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.
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 SafetyCulture.
- 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.
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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.
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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.
What 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 pre-onboarding
- 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
What we offer:
- Daily breakfast and lunch cooked by our in-house chef
- State of the art office with gym facilities, towel service and showers
- Hackathons, workshops and Lunch & Learns
- Organised fitness classes, EAP services and generous paid parental leave
- Quarterly team celebrations and events
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