Onboarding Manager

Job not on LinkedIn

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🏄 California – Remote

🏄 California – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🚀 Onboarding Specialist

👻 Ghost score 11%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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12twenty

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2010

☁️ SaaS

📚 Education

🎯 Recruiter

SaaS • Education • Recruitment

12twenty is a data-driven, university-first career services and recruiting SaaS platform that connects universities, students and alumni with employers to streamline early-career hiring and career support. It offers modular products for university career centers, alumni relations, institutional research, and employers — including outcome data analytics, experiential learning management, employer relationship management, talent acquisition, virtual events, and recruiting intelligence — to improve student engagement, track outcomes, and source diverse early-career talent.

📋 Description

• Lead, manage, coach, and develop a team of four onboarding specialists • Assign and balance account portfolios based on capacity, complexity, and team strengths • Run weekly team meetings and regular 1:1s; set goals and provide feedback • Onboard and ramp new team members and support hiring • Own the onboarding portfolio from contract execution through initial adoption • Set milestones, run weekly portfolio reviews, identify at-risk accounts, and unblock stalled implementations • Hold the team accountable for time-to-value and on-time graduation from onboarding • Directly handle complex, high-visibility, or at-risk implementations • Serve as escalation point for customer issues, scope disputes, delays, and technical blockers • Partner with Support, Product, and Engineering to resolve configuration, SSO, integration, and data issues • Communicate with university leadership when timelines or expectations need to reset • Create, document, and refine the onboarding playbook • Standardize templates, checklists, and handoff criteria • Build scalable self-guided training resources and determine when to use live sessions • Use customer feedback, CSAT, and onboarding health data for continuous improvement • Own handoffs from Sales into onboarding and from onboarding to Account Management • Share customer feedback and product gaps with Product and leadership • Report onboarding metrics to the Director of Customer Success and contribute to CX initiatives • Provide a proactive, customer-centric experience • Meet success milestones across the first 30, 60, and 90 days

🎯 Requirements

• Bachelor's degree preferred • 5+ years in SaaS onboarding, implementation, or customer success, or comparable experience in a university career services center paired with SaaS implementation work • 2+ years leading people or teams, formally or as a team lead, including coaching and performance conversations • Track record of managing multiple concurrent implementations to on-time delivery • Experience building or overhauling an onboarding or implementation process • Calm, credible handling of escalations with customer stakeholders, including senior leaders • Clear communication across Slack, Jira, Salesforce, Zoom, etc. • Fluency with cloud-based tools and ability to learn new technology quickly • Exceptional organization and judgment, comfort with ambiguity, and ability to set priorities with minimal guidance • Experience leading a remote team • Formal project management experience or certification (PMP, CAPM, or similar) is a bonus • Salesforce and a customer success platform such as Totango or Gainsight are bonus qualifications • Experience with SSO integrations, including SAML and Shibboleth, is a bonus • Experience testing APIs with Postman is a bonus • Advanced Excel skills are a bonus • Experience in higher education or career services technology is a bonus

🏖️ Benefits

• Equity for US employees • Medical, dental, and vision benefits • 401(k) • Paid time off • Competitive salary • Generous PTO policy • Regular team happy hours and activities • Remote work flexibility • Stock options

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