Onboarding Manager

Job Title: Manager of Onboarding

Location: Remote

Contract: Full-Time Permanent

About Us

Cyncly is a global technology powerhouse with 2,400+ employees and 70,000+ customers across 100+ countries. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end-to-end software solutions connect professional designers, retailers and manufacturers to the world's largest repository of product content. Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with operations in North & South America, Europe, Asia Pacific and Africa.

Cyncly brings over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch, providing the best possible customer experience.

Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions, backed by leading growth private equity firms specialized in technology.

About the role

The Customer Onboarding Manager leads the team responsible for guiding new customers through a successful product adoption journey. This role oversees both the live and digital onboarding experience, ensuring customers receive clear guidance, timely communication, and high-quality training as they begin using our software.

The Manager will develop and optimize onboarding strategies, coach a team of Customer Onboarding Specialists, support digital onboarding at scale, and partner cross-functionally to drive customer activation, retention, and expansion. This position also plays a key part in revenue generation by driving training package attach rates and ensuring the team confidently promotes add-on training services.

A forward-thinking, strategic mindset is essential as this role also champions the streamlining and standardization of onboarding journeys across all Business Units and product lines to create a unified, efficient experience for customers.

Main Responsibilities:

• Lead, coach, and develop a team of Customer Onboarding Specialists across regions or segments.

• Set clear performance expectations and KPIs, including time-to-value, retention, completion of onboarding milestones, and training attach rates

• Conduct regular 1:1s, team meetings, and skills-development sessions to support growth and performance.

• Monitor workload distribution and ensure efficient resource allocation across customer onboarding projects.

• Streamline and standardize the onboarding journey across all Business Units and product lines, ensuring consistency, efficiency, and alignment with company-wide customer experience goals.

• Ensure escalation and risk management processes are followed to address potential churn indicators early.

• Execute the strategy, design, and continuous improvement of digital onboarding journeys for small and mid-market customers. Ensure it is scalable, efficient, and integrated into the broader customer experience.

• Partner with Training, Product, and Customer Success teams to ensure digital content aligns with product updates and customer needs.

• Utilize data analytics and customer insights to refine digital onboarding assets, workflows, and automation to improve adoption and engagement.

• Provide structured feedback to internal teams on onboarding metrics to identify trends, process inefficiencies, and opportunities to improve customer time-to-value.

• Present Onboarding insights and OKRs to leadership on recurring basis.

Required Skills and Experience:

• Experience leading and building teams to achieve new and changing organizational goals

• Comfortable working with online learning platforms, digital adoption tools, and multi-channel customer interactions.

• Strong planning and organizational skills with the ability to use initiative and work autonomously while fostering a team environment in a virtual environment

• Team player and collaborative approach to working 

• Strong English communication skills; additional language capability is preferred depending on region.

• Comfortable presenting in large groups

• Experience with Cyncly products is preferred

• Advanced skills in MS-Office tools 

• Interest in technology, software and applications is essential 

• Experience working within the Kitchen and Bath Design Industry is beneficial

Working for us

At Cyncly, we call our team OneCyncly, a reflection of how we work together as one, united by our purpose: powering businesses that bring spaces to life. Our strength comes from our diversity of experiences, perspectives, and skills - and we thrive when we work together with openness, trust, and respect.

Here, you’ll join a group of colleagues who take ownership, solve problems, and focus on making an impact. We embrace curiosity, welcome new ideas, and see mistakes as opportunities to learn. You’ll have the freedom to work flexibly and autonomously, supported by teammates and leaders who are committed to your growth.

We celebrate the different ways people contribute and encourage everyone - from every background - to bring their authentic self to work. Because when we collaborate, challenge each other, and share what we know, we build something better together.

If you want to work in a place where your ideas matter, your growth is valued, and your work shapes the spaces people live, work, and play in - come join us.

In accordance with applicable pay transparency laws, we are committed to providing clear and equitable compensation information. For this remote position, the expected salary range is $100,000 - $130,000 USD, depending on location, experience, and qualifications. This role may also be eligible for additional compensation such as bonuses, commissions, or equity, as well as a comprehensive benefits package. Candidates applying from jurisdictions with specific pay disclosure requirements (e.g., California, Colorado, New York, Washington, Illinois, British Columbia) will receive location-specific compensation details in compliance with local laws.

Equal Opportunity Employer Statement: 

Cyncly is committed to equal opportunity and does not discriminate based on race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by law. 

Applicants must be legally authorized to work in the country in which they are applying to work (United States or Canada). This role is not eligible for employer sponsorship now or in the future.