Manager, Customer Onboarding

WHO WE ARE

Squire is the world's leading and fastest-growing software technology platform for barbershops, a hundred-billion-dollar global industry. We provide a one-stop solution that helps small business entrepreneurs run and grow their businesses.

Squire is also the premiere booking engine that connects people with great barbers nationwide. We make it easy to discover and book the best barbers wherever you are, in just a few taps.

With headquarters in New York and a presence in major cities in the United States, U.K. and Canada, Squire has quickly become a market leader in technology solutions for the barbershop industry.

Squire is currently a Series D company and has raised over $165M to date.

For more information, please visit getSquire.com or download the Squire iOS app from the App Store.

SUMMARY

This is an exciting opportunity to execute our new customer onboarding at scale! Your main focus will be to support a team of 8-12 Onboarding Specialists with the onboarding of new customers to the Squire platform. You will be focused on providing the best experience for customers while meeting operational throughput and efficiency goals. You will be engaged with customers as well to help resell them on the value proposition of Squire during the implementation process.

You have to be adept at working cross-functionally with product and engineering leadership teams to ensure that product development is strongly aligned with onboarding efficiency. You will ensure all customers through the process receive a consistent experience that results in high retention rates.

You must be an experienced operator with experience managing a portfolio of hundreds of active implementations. Being able to sell and resell customers is critical in this role given the high velocity of the sales and onboarding processes. This leader must also be comfortable leading from the front, including taking over onboardings as needed to ensure they cross the finish line. This role does not include customer support or long-term customer success responsibilities. Your team's performance will be primarily measured by balancing customer satisfaction, throughput, efficiency, and onboarding churn.

This is a remote position that can be located anywhere in the United States.

REPORTS TO

Director of Onboarding

JOB DUTIES AND RESPONSIBILITIES

• Day-to-day management of 8-12 Onboarding Specialists
• Develop processes to facilitate no to low-touch data migration strategies
• Work closely with key cross-functional department stakeholders to drive required changes to improve the Customer Experience
• Increase overall customer LTV through higher product adoption, usage, and NPS scores
• Drive significant operational improvements that reduce CAC as well Gross Margin rates as it relates to onboarding
• Implement goals, action plans, playbooks, processes, and systems for the onboarding team
• Exceptional collaboration with the sales team to ensure they well equipped to set expectations for the onboarding journey
• Ability to sell and resell customers in the onboarding process, and enable the team to do the same
• Consistently optimize customer onboarding experience based on size and economics
• Actively support team by engaging in churn mitigation conversation with customers and team
• Consistently develop, retain, and recruit a high performing team
• Build a culture that inspires the entire organization to keep our customers at the center of everything we do

• The duties and responsibilities outlined above are not a comprehensive list and additional tasks may be assigned from time to time based on business needs.

REQUIREMENTS AND QUALIFICATIONS

• 3+ years experience in a Customer Success Leadership role at a SaaS company
• Extensive experience working in the SMB space (ACV $1000-$10,000) as well as MM and ENT accounts
• Experience with developing and deploying robust no-touch tools with eLearning, Product, and Engineering teams
• Experience selling and saving customers after contract signing
• Proven track record of success with increasing levels of responsibility
• Experience managing teams with at least 8 team members
• Excellent oral and written communication skills
• Strong operational and data focus and comfortable managing by numbers and potential
• Strong emotional intelligence and ability for dynamic partnerships with our customer base
• Expertise with best-in-class cloud-based onboarding and project management tools

Squire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.