Job Title: 

Manager, SaaS Onboarding & Implementation  

Location: 

Pembroke Pines, FL (5 days onsite)  

Job Type: 

Direct Hire  

Referral Fee: 

+/- $1,500  

Employment Eligibility: 

Gravity can only consider U.S. Citizens and Green Card Holders at this time.  

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Position Overview  

Gravity is seeking a Manager, SaaS Onboarding & Implementation with 10+ years of experience leading customer onboarding and implementation teams in a SaaS environment. This role will oversee the end-to-end implementation process, ensuring clients successfully adopt and integrate software solutions. The ideal candidate has strong technical acumen, exceptional client management skills, and a track record of driving efficient onboarding, training, and customer retention.  

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Key Responsibilities  

• Lead and manage a team of SaaS onboarding specialists, ensuring seamless client implementation and training.  
• Develop and optimize onboarding processes to enhance efficiency, reduce time-to-value, and improve customer experience.  
• Own the customer onboarding journey, ensuring a smooth transition from sales to implementation and successful product adoption.  
• Train and mentor clients on SaaS product functionality, best practices, and integrations to maximize platform utilization.  
• Monitor onboarding performance metrics (e.g., time-to-go-live, adoption rates, retention) and implement improvements.  
• Collaborate cross-functionally with Product, Customer Success, and Engineering teams to address client needs and optimize workflows.  
• Troubleshoot technical issues during onboarding and work with internal teams to resolve complex implementation challenges.  
• Document and track customer interactions in CRM (e.g., HubSpot, Salesforce) for continuous process improvement.  
• Stay current on SaaS industry trends, identifying new technologies and strategies to enhance onboarding and implementation.  

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Required Skills & Qualifications  

• 10+ years of experience in SaaS onboarding, implementation, or customer success management.  
• Proven ability to lead and scale onboarding teams in a fast-paced SaaS environment.  
• Strong technical troubleshooting skills, including experience with API integrations, networking, and software setup.  
• Expertise in CRM, implementation, and support platforms (HubSpot, Salesforce, Zendesk, etc.).  
• Experience with automation tools to streamline onboarding and improve customer engagement.  
• Exceptional communication, training, and presentation skills to guide clients through complex implementations.  
• Data-driven mindset, with the ability to analyze onboarding metrics and drive process improvements.  
• Familiarity with JavaScript, JSON, CSV exports, and networking concepts is a strong plus.  
• Bilingual (English/Spanish) skills are a plus.  

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Education & Experience  

• Bachelor’s degree in IT, Communications, Business, or a related field preferred.  
• 10+ years of SaaS onboarding, implementation, or customer success leadership experience.  
• Experience working with technology products, software implementations, and client training.