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The Customer Onboarding Manager will lead end-to-end onboarding plans to ensure new customers reach value quickly while managing concurrent implementations. They will act as the primary point of contact, coordinating between Sales, Product, and Customer Success to ensure seamless transitions and high adoption rates.
Candidates must have native or professional fluency in German and a proven track record in SaaS software implementation or project management. Strong communication skills and experience with CRM platforms like Salesforce or project management tools like Jira are essential.
Mitti by SafetyCulture is a global tech company, just not the kind you're picturing. Our almost 1,000-person team builds tools that make work better for the three billion frontline workers who keep the world moving. We've got big tech scale, without the sign-off layers or corporate theatre. Every permanent team member gets equity, so when we grow, you do too. This next chapter is about scaling smart, powered by AI, a clear vision and real ownership.
Big tech impact, without the big tech ick.
The Customer Onboarding Manager role exists to ensure every new Mitti customer reaches their first value moment quickly and confidently, reducing time-to-value and early churn risk. Working within the Customer Solutions & Implementation team, this role is the primary delivery mechanism for structured, scalable onboarding across our growing customer base.
Own and deliver end-to-end onboarding plans for each customer, aligning Sales, Product, and Customer Success on goals, timelines, and success criteria.
Lead kick-off meetings and guide stakeholders through onboarding milestones, providing a clear roadmap with defined accountability at each stage.
Project manage multiple concurrent customer implementations, maintaining momentum and surfacing blockers early.
Serve as the primary point of contact during onboarding, ensuring timely configuration, training, and go-live execution.
Act as a trusted advisor on product and industry best practices, identifying new use cases that expand customer value within Mitti.
Proactively identify risks and obstacles to customer progress, escalating and resolving issues before they become churn signals.
Coordinate post-onboarding handoffs to Customer Success Managers, transferring full context and insights that maintain customer momentum.
Build and continuously improve onboarding templates and playbooks that increase efficiency and support scale as the customer base grows.
Language Skills
Native or professional level fluency in German
Technical Skills
Proven track record implementing software, managing projects, or consulting in a SaaS environment. Depth and quality of outcomes matter more than years on a CV.
Ability to use data across multiple tools to diagnose product adoption gaps and execute strategies that address them.
Comfortable navigating tools like Jira, Salesforce, or equivalent project management and CRM platforms to manage workload and customer context.
Project management qualification desirable; Agile or Waterfall preferred. Enterprise-level onboarding experience is a strong plus.
Behavioural Skills
Exceptional communication and facilitation skills: able to train groups, lead executive conversations, and translate technical complexity into clear, actionable guidance.
Proactive and detail-oriented; able to manage competing priorities in a fast-paced environment without losing sight of what matters to customers.
Genuine growth mindset: actively seeks feedback, challenges the status quo, and consistently looks for ways to improve processes and outcomes.
Strong active listening skills; able to understand customer pain points quickly and translate them into concrete next actions.
AI Skills
Comfortable experimenting with AI tools to improve personal productivity, onboarding material quality, and customer communication.
Demonstrates a practical, results-oriented approach to AI adoption: not just awareness, but consistent use in day-to-day work.
Customers consistently reach go-live on time, with onboarding completion rates at or above team targets.
Post-onboarding NPS and satisfaction scores reflect a positive, confidence-building experience for customers.
CSM handoffs are seamless: Customer Success Managers receive full context and need minimal re-education to continue customer momentum.
A library of scalable onboarding playbooks and templates is in active use, measurably reducing average time-to-value.
Churn risk attributable to onboarding issues is materially lower, evidenced by improved early adoption metrics and customer health scores.
Sales: deal handoff, alignment on customer goals, timelines, and expectations pre-onboarding
Customer Success Managers: seamless post-onboarding transition and ongoing customer health
Product: surfacing implementation feedback to inform roadmap priorities
Customers: primary delivery partner and point of contact throughout the onboarding journey
Customer Solutions & Implementation team: shared delivery standards, playbook development, and continuous improvement
Daily breakfast and lunch cooked by our in-house chef
State of the art office with gym facilities, towel service and showers
Hackathons, workshops and Lunch & Learns
EAP services and generous paid parental leave
Quarterly team celebrations and events
We’re committed to building inclusive teams and cultivating a sense of belonging so our people can bring their whole authentic selves to work each day. We seek to make reasonable adjustments throughout our recruitment process to create an even playing field for all candidates. Thanks to the tireless efforts of the entire Mitti team we’ve built an incredible culture which has seen us recognised as a Best Place to Work in Australia , the US and the UK .
Even if you don't meet every requirement listed in the ad, please consider applying for this role. We prioritise inclusion and value individuals with potential over a checklist of qualifications. Don't rule yourself out, hit that apply button if this job resonates with you
You can find out more about life at Mitti via Youtube , Twitter , Instagram and LinkedIn.
To all recruitment agencies, we do not accept resumes or partnership opportunities. Please do not forward resumes to Mitti or any of our employees. We are not responsible for any fees associated with unsolicited resumes.
The way the world works.
SafetyCulture is now Mitti, the operations system for every site, shift and standard. Trusted by over 80,000 organisations, Mitti brings your people, operational data and workflows into one operating picture. From the frontline to the boardroom, it gives everyone a clear understanding of what’s happening, highlights what needs attention and recommends what to do next. Every inspection completed, issue raised and action taken becomes intelligence your teams can use to improve every day. Mitti. The way the world works
Offices: 72 Foveaux St, Surry Hills, New South Wales 2010, AU · 2114 Central St, Kansas City, Missouri 64108, US · 12 Lever Street, Manchester, England M1 1LN, GB · 27F SM Aura Tower, 26th Street, corner McKinley Pkwy, Metro Manila, Taguig City, Metro Manila, PH
