Customer Onboarding Lead

Company	Mutiny
Location	New York, NY, USA
Salary	$110000 – $130000
Type	Full-Time
Degrees
Experience Level	Mid Level, Senior

Requirements

3-5 years of experience in technical customer-facing roles, preferably in B2B SaaS
Systems thinking approach to identifying bottlenecks and designing scalable solutions
Strong technical aptitude (bonus points for front-end web technologies and marketing platforms)
Outstanding communication skills and content creation experience (videos, documentation, guides)
Data-driven mindset with ability to establish metrics and optimize based on insights
Strong project management abilities with experience working cross-functionally
Builder mentality—energized by creating processes from scratch in ambiguous environments
Based in, or willing to relocate to New York City

Responsibilities

Design and optimize the end-to-end customer onboarding experience, from handoff through go-live
Build scalable processes that reduce manual work while maintaining high-quality customer outcomes
Create automated workflows using tools and integrations that guide customers through implementation steps
Establish onboarding metrics and continuously analyze data to identify improvement opportunities
Partner with Product team to influence and improve the in-app onboarding experience
Guide customers through technical implementation of Mutiny, including script installation, integrations, and data configuration
Troubleshoot technical challenges while documenting solutions for future automation or self-service
Configure native integrations with platforms like Salesforce, Marketo, HubSpot, and Google Analytics
Identify patterns in customer challenges to build preventive solutions and improve the overall process
Build comprehensive resource libraries—how-to videos, documentation, troubleshooting guides, and interactive tools
Create self-service capabilities that reduce dependency on live support while improving customer experience
Design communication workflows that keep customers engaged and internal teams aligned throughout onboarding
Develop onboarding templates and playbooks that enable future team members to deliver consistent experiences
Partner with CX, Growth Strategy, and Product teams to optimize handoffs and eliminate friction points
Surface customer insights to inform product development and go-to-market strategy
Build feedback loops that continuously improve both the onboarding process and product experience

Preferred Qualifications

Bonus points for front-end web technologies and marketing platforms