Canopy
Sr Manager of Customer Onboarding (Implementation)
Canopy, South Jordan, Utah, United States, 84095
Senior Manager Of Customer Onboarding (Customer Implementation)
Canopy is a fast-growing SaaS company in South Jordan, Utah building simple, efficient software for accounting firms. We are looking to revolutionize the accounting space with modern, user-friendly software for a neglected industry. Our goal is to help our clients unlock the firm they've always wanted with our Practice Management Suite. We place strong emphasis on delighting our customers, spotting and solving problems, and being good people along the way. The Opportunity As the Senior Manager of Onboarding, you'll lead the Implementation and Data Migration teams, owning the full onboarding experience from signed contract to customer handoff. You'll be a hands-on leaderable to dive into the details while also developing strategy and processes that scale. You'll help customers realize value quickly while empowering your team to deliver high-impact, world-class onboarding. What You'll Do Own the end-to-end onboarding strategy for new customers, ensuring successful implementation and data migration. Lead, coach, and develop a team of Implementation Specialists and Data Migration Specialists. Partner cross-functionally with Sales, Product, Engineering, and Customer Success to ensure seamless customer handoffs and outcomes. Build and iterate on onboarding frameworks, playbooks, and KPIs to improve time to value and customer satisfaction. Solve complex onboarding issues, support escalations, and proactively identify friction points in the customer journey. Track team performance and client onboarding success metrics to ensure high-quality delivery and continuous improvement. Act as a subject matter expert in B2B SaaS onboarding and implementation best practices. Contribute to technical onboarding when neededconfiguring accounts, advising on integrations, and coordinating file migrations. Champion a customer-first culture across the organization. The Skills You'll Need 5+ years of experience in B2B SaaS, including at least 2 years leading Implementation or Onboarding teams. Experience managing customer-facing teams with a track record of hitting performance goals and scaling processes. Strong understanding of data migration processes, change management, and SaaS implementation best practices. A hands-on leader who can balance strategic thinking with tactical execution. Excellent project management, communication, and cross-functional collaboration skills. Comfortable using data to drive insights, decisions, and accountability. Passion for creating a frictionless, positive customer experience from Day 1. Bonus Points If You Have Experience in the accounting or financial services SaaS space Familiarity with tools like Salesforce, Asana, or onboarding-specific platforms A technical background or experience working closely with data and product teams Why You Want to Work Here Flexible Paid Time Off that you're actually encouraged to use plus 10 company holidays! Health Benefits including Medical, Dental, and Vision and an HSA Match. Canopy covers Medical premiums at 100% for Employees only. 401(k) we match 100% up to 3% of your contribution. Eligibility is immediate with 100% vesting. Mental Health all employees have access to Impact Suite & to our Employee Assistance Program (EAP). Paid New Parent Leave & Birthing Parent Leave so you're able to care for your little ones. Supplemental Benefits including 100% company paid Basic Life & AD&D insurance and long & short-term disability coverage. Nectar our peer-to-peer recognition program to help our employees recognize the amazing work being done by other Canopians! Company Events including monthly company-wide meetings, summer parties, and more. ERG Committees drive initiatives around education, community outreach, recruiting, and onboarding, fostering an inclusive workplace and diverse employee engagement. Fully-stocked kitchen Keto? Vegan? Flexitarian? Mandalorian? We've got you covered. Our Values We approach our work every day with a few things in mind: Own we own this place! We focus on outcomes, holding ourselves & each other accountable. Win we win by delighting our customers with the very best products and services. Do Good we work hard to be good people! Embrace Curiosity & Candor we approach everything with curiosity & we understand that candor is kindness and give the gift of feedback. Interviewing @ Canopy We know application processes can be a little stressful. Here are the stages of a typical interview process at Canopy: Once your application is received, we will review it and get back to you if we feel like it's a mutual fit! 20 minute phone call with the People Team 45-60 minute video or in-person interview with the Hiring Manager 1-3 rounds of interviews depending on the role Final Interview Interview processes can vary depending on the role. The People Team will give you a role specific overview of the process during your first phone call. Remember This is your interview too! We know candidates are evaluating us just as much as we are them. We encourage you to bring questions to each of your interviewsour hiring teams will always make sure to save time for questions at the end! Canopy is an equal opportunity employer. Canopy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.
Canopy is a fast-growing SaaS company in South Jordan, Utah building simple, efficient software for accounting firms. We are looking to revolutionize the accounting space with modern, user-friendly software for a neglected industry. Our goal is to help our clients unlock the firm they've always wanted with our Practice Management Suite. We place strong emphasis on delighting our customers, spotting and solving problems, and being good people along the way. The Opportunity As the Senior Manager of Onboarding, you'll lead the Implementation and Data Migration teams, owning the full onboarding experience from signed contract to customer handoff. You'll be a hands-on leaderable to dive into the details while also developing strategy and processes that scale. You'll help customers realize value quickly while empowering your team to deliver high-impact, world-class onboarding. What You'll Do Own the end-to-end onboarding strategy for new customers, ensuring successful implementation and data migration. Lead, coach, and develop a team of Implementation Specialists and Data Migration Specialists. Partner cross-functionally with Sales, Product, Engineering, and Customer Success to ensure seamless customer handoffs and outcomes. Build and iterate on onboarding frameworks, playbooks, and KPIs to improve time to value and customer satisfaction. Solve complex onboarding issues, support escalations, and proactively identify friction points in the customer journey. Track team performance and client onboarding success metrics to ensure high-quality delivery and continuous improvement. Act as a subject matter expert in B2B SaaS onboarding and implementation best practices. Contribute to technical onboarding when neededconfiguring accounts, advising on integrations, and coordinating file migrations. Champion a customer-first culture across the organization. The Skills You'll Need 5+ years of experience in B2B SaaS, including at least 2 years leading Implementation or Onboarding teams. Experience managing customer-facing teams with a track record of hitting performance goals and scaling processes. Strong understanding of data migration processes, change management, and SaaS implementation best practices. A hands-on leader who can balance strategic thinking with tactical execution. Excellent project management, communication, and cross-functional collaboration skills. Comfortable using data to drive insights, decisions, and accountability. Passion for creating a frictionless, positive customer experience from Day 1. Bonus Points If You Have Experience in the accounting or financial services SaaS space Familiarity with tools like Salesforce, Asana, or onboarding-specific platforms A technical background or experience working closely with data and product teams Why You Want to Work Here Flexible Paid Time Off that you're actually encouraged to use plus 10 company holidays! Health Benefits including Medical, Dental, and Vision and an HSA Match. Canopy covers Medical premiums at 100% for Employees only. 401(k) we match 100% up to 3% of your contribution. Eligibility is immediate with 100% vesting. Mental Health all employees have access to Impact Suite & to our Employee Assistance Program (EAP). Paid New Parent Leave & Birthing Parent Leave so you're able to care for your little ones. Supplemental Benefits including 100% company paid Basic Life & AD&D insurance and long & short-term disability coverage. Nectar our peer-to-peer recognition program to help our employees recognize the amazing work being done by other Canopians! Company Events including monthly company-wide meetings, summer parties, and more. ERG Committees drive initiatives around education, community outreach, recruiting, and onboarding, fostering an inclusive workplace and diverse employee engagement. Fully-stocked kitchen Keto? Vegan? Flexitarian? Mandalorian? We've got you covered. Our Values We approach our work every day with a few things in mind: Own we own this place! We focus on outcomes, holding ourselves & each other accountable. Win we win by delighting our customers with the very best products and services. Do Good we work hard to be good people! Embrace Curiosity & Candor we approach everything with curiosity & we understand that candor is kindness and give the gift of feedback. Interviewing @ Canopy We know application processes can be a little stressful. Here are the stages of a typical interview process at Canopy: Once your application is received, we will review it and get back to you if we feel like it's a mutual fit! 20 minute phone call with the People Team 45-60 minute video or in-person interview with the Hiring Manager 1-3 rounds of interviews depending on the role Final Interview Interview processes can vary depending on the role. The People Team will give you a role specific overview of the process during your first phone call. Remember This is your interview too! We know candidates are evaluating us just as much as we are them. We encourage you to bring questions to each of your interviewsour hiring teams will always make sure to save time for questions at the end! Canopy is an equal opportunity employer. Canopy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.