Senior Manager, Customer Onboarding
Netspring
At Optimizely, we're on a mission to help people unlock their digital potential. We do that by reinventing how marketing and product teams work to create and optimize digital experiences across all channels. With Optimizely One, our industry-first operating system for marketers, we offer teams flexibility and choice to build their stack their way with our fully SaaS, fully decoupled, and highly composable solution.
We are proud to help more than 10,000 businesses, including H&M, PayPal, Zoom, and Toyota, enrich their customer lifetime value, increase revenue and grow their brands. Our innovation and excellence have earned us numerous recognitions as a leader by industry analysts such as Gartner, Forrester, and IDC, reinforcing our role as a trailblazer in MarTech.
At our core, we believe work is about more than just numbers -- it's about the people. Our culture is dynamic and constantly evolving, shaped by every employee, their actions and their stories. With over 1500 Optimizers spread across 12 global locations, our diverse team embodies the "One Optimizely" spirit, emphasizing collaboration and continuous improvement, while fostering a culture where every voice is heard and valued.
Join us and become part of a company that's empowering people to unlock their digital potential!
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Introduction
We are seeking a highly experienced Senior Manager, Onboarding to lead our Australia-based onboarding team. This role manages a group of four Sydney-based professionals—including Engagement Managers, a Solutions Architect, and a Strategy Consultant—and is accountable for delivering exceptional onboarding experiences for our customers in the region.
This is a critical leadership role with full ownership of the region’s onboarding execution, performance metrics, and P&L. The ideal candidate brings deep experience in SaaS, onboarding/implementation leadership, and professional services operations, combined with a strong executive presence and the ability to manage escalations with senior-level clients.
Job Responsibilities
Team Leadership & People Management
- Directly manage a team of four onboarding and implementation professionals based in Sydney.
- Provide coaching, development, performance feedback, and career growth opportunities.
- Drive team clarity, accountability, and high performance across all onboarding engagements.
Regional Ownership & Operational Excellence
- Own the Australia region’s onboarding P&L, including margin, revenue forecasting, utilization, and delivery efficiency.
- Set regional strategy, goals, and priorities aligned to global onboarding frameworks.
- Align to global processes and reinforce functional leader’s enablement
- Partner with cross-functional leaders across Customer Success, Sales, Product, and Support to ensure seamless customer transitions and handoffs.
Customer Delivery & Executive Engagement
- Serve as executive sponsor on strategic or complex customer onboarding projects.
- Lead and support customer escalations, providing clear communication and issue resolution.
- Ensure consistent adherence to delivery methodologies, project governance, and best practices.
Performance Management & KPIs
- Own and manage all key onboarding metrics for the region, including:
- Time to Go Live
- Customer Satisfaction (CSAT)
- 8% margin target
- Monitor performance trends and proactively implement improvements to processes, delivery models, or resource planning.
Collaboration & Stakeholder Management
- Work closely with global onboarding leadership to contribute to program evolution and innovation.
- Partner with Sales and CS leadership to align resourcing, capacity planning, and customer expectations.
- Collaborate with the APAC cross-functional leadership group on regional strategy and delivery performance.
Knowledge and Experience
- 5+ years of people management experience within professional services, onboarding, implementation, or a similar customer delivery environment.
- Strong SaaS background (mandatory); experience in Martech or digital experience platforms is highly beneficial.
- Proven experience owning or supporting P&L, revenue, margin, and operational metrics.
- Demonstrated success leading delivery teams, ideally within a consulting or customer-facing services organization.
- Exceptional executive presence and ability to confidently handle escalations with senior customer stakeholders.
- Strong understanding of onboarding/implementation methodologies and delivery operations.
Work Arrangement
- Hybrid role: 3 days per week in the Sydney office.
- Specific office days will be determined in coordination with regional leadership (likely Mon–Wed or Tue–Thu).
Education
Bachelors degree or higher
Competencies
Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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