Onboarding Experience Manager

7 days ago


Copenhagen, Copenhagen, Denmark Contractbook Full time
About the Role

In this role as an Onboarding Experience Manager, you will be responsible for driving the onboarding strategy for new customers. Your goal will be to ensure seamless onboarding experiences, resulting in customers achieving value quickly.

To achieve this, you will develop and implement scalable onboarding processes, incorporating automation and AI-powered tools to streamline the onboarding experience.

As part of the customer success team, you will work closely with support teams to resolve any issues that may arise during the onboarding process. You will also collaborate with the product team to gather feedback from customers and influence roadmap decisions that drive adoption.

This is an exciting opportunity to utilise your technical skills to refine and optimise onboarding processes, ultimately driving customer success at Contractbook.

Key Responsibilities
  • Develop and implement scalable onboarding processes, incorporating automation and AI-powered tools.
  • Drive the onboarding strategy for new customers, ensuring seamless onboarding experiences.
  • Collaborate with support teams to resolve any issues that may arise during the onboarding process.
  • Work closely with the product team to gather feedback from customers and influence roadmap decisions that drive adoption.
  • Refine and optimise onboarding processes to drive customer success.
Requirements
  • 1+ year of experience in SaaS customer success, onboarding, or implementation roles.
  • Technical aptitude – you don't need to be an engineer, but you should be comfortable with software platforms, integrations, and troubleshooting.
  • Experience with SMB customers and a one-to-many approach in customer success (e.g., webinars, automated onboarding, knowledge bases).
  • A process-driven mindset, with a passion for efficiency and continuous improvement.
  • Commercial awareness – you can spot opportunities for expansion and help customers unlock more value.
  • A team-player mentality, eager to collaborate with CS, sales, support, and product teams.


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