Endear - Onboarding Manager

Description

Description
Endear is seeking an onboarding manager with a passion for helping new customers achieve early success and maximize their potential with our platform. Our dream candidate is self-motivated and has an entrepreneur-like attitude towards their work, with deep understanding of retail operations and the unique challenges retail teams face. You have a solutions-first approach to customer onboarding, with an eye on how successful implementation can drive rapid expansion and long-term adoption. In this role, you will have a direct impact on the growth of Endear and will be involved in shaping the future of Customer Onboarding at Endear. In other words, you like owning your process and the results that follow. You will chiefly be responsible for guiding new customers through their critical first ~120 days, ensuring they achieve meaningful results quickly and setting them up for sustainable growth. You will work closely with our tight-knit sales team to accelerate pilot expansions and set the stage for smooth handoffs to our Account Management team. Additionally, you'll interact directly with the founding team including key department stakeholders across marketing and product. The right person for this role has hands-on experience in retail operations and a passion for working in start-up environments; SaaS or customer success experience is a plus!

In this role, you should expect to:

• Guide new customers through comprehensive onboarding programs designed to drive quick wins and early adoption.

• Conduct intensive training sessions with store teams to ensure proper platform usage and change management.

• Work closely with sales to expand pilot programs into full team rollouts during the onboarding phase.

• Monitor new customer progress and proactively address barriers to adoption and team engagement.

• Develop deep expertise in retail workflows to provide strategic guidance on best practices and implementation strategies.

• Create and refine onboarding materials, training resources, and success frameworks tailored to retail environments.

• Collaborate with product and marketing teams to ensure new customer feedback shapes platform development.

• Manage smooth transitions to Account Managers once customers reach adoption milestones.

• Help share reporting on customer progress and success metrics throughout the onboarding journey.

Qualifications

• Experience in retail operations, store management, or similar customer-facing retail roles.

• Experience with SaaS platforms or customer success is a huge plus, but not required.

• Understanding of retail team dynamics, training needs, and change management challenges.

• Comfortable working at a 100% remote company.

• You're excited about the challenges that comes with working for a small start-up company. (We all wear a lot of hats here!)

• Never afraid to question the status quo, you take actions to solve a problem first, and only stop to ask questions or for feedback later.

• You enjoy working in a fast-paced and ever-changing environment with the ability to self-manage and prioritize tasks.

• You're eager to learn and grow beyond this role by having an "all hands on deck" attitude.

• Strong communication and training skills with ability to work effectively with diverse retail teams.

Benefits

• 100% remote work. Access to coworking space upon request.

• Health Care Plan (Medical, Dental, Vision)

• Unlimited Paid Time Off (Vacation, Sick, & Public Holidays)