About Bonusly
Bonusly helps your team improve engagement and adopt the behaviors that set them, and your organization, up for long-term success. We make employee recognition meaningful, habitual, and connected to what matters most—helping organizations build cultures where people want to stay and grow together. To learn more about working at Bonusly, check out our Un-Handbook: https://github.com/bonusly/un-handbook
Job Description
Remote (U.S only)
We’re looking for a Customer Adoption Lead who excels at guiding customers through successful journeys, from initial onboarding to ongoing optimization. In this pivotal role, you’ll leverage your proven project management experience to meticulously plan and execute onboarding and implementation processes, ensuring timely and delightful experiences with a focus on scalability, where appropriate. You’ll be a trusted customer partner, working closely with Customer Success Managers to understand customer needs, mitigate risks, and proactively address challenges to drive post-launch success.
You’ll be instrumental in implementing programs and processes along with customer onboarding and upgrade deployments, collaborating cross-functionally with sales, success, product, and marketing teams. As we expand our market reach and support larger partners, your ability to drive projects to timely and successful launch and overcome friction points or challenges, provide strategic guidance and manage complex initiatives will be crucial in delivering impactful customer outcomes.
✅ At Bonusly, you’ll…
- Your primary KPI will be maintaining and reducing time to launch for all customers in onboarding.
- Own the end-to-end onboarding experience for customers, leading them from contract signature through operational setup and on-time launch with clear project plans, firm timelines, and defined milestones.
- Leverage deep product expertise to provide confident, prescriptive guidance on best practices for configuring, implementing, and adopting Bonusly solutions across three products.
- Ensure onboarding remains tightly scoped and aligned with business goals, while expertly managing customer stakeholders, timelines, dependencies, and delivering a positive, seamless experience.
- Partner with CSMs throughout the onboarding journey to ensure a smooth transition, successful launch, and strong foundation for long-term adoption.
- Lead a combination of 1:1 and 1:many customer-facing sessions such as onboarding kickoffs, admin training, and office hours with authority and clarity.
- Create scalable assets (training videos, email templates, etc.) as needed to reduce repetitive work or support high-quality onboarding.
- Project Manage other Customer Success projects as needed including but not limited to informing process updates, internal documentation and content creation.
- Partner with our CSM team to ensure successful product adoption and support expansion and relaunch change management for Performance Enablement.
💯You should apply if you…..
- Have 3+ years of experience leading end-to-end customer onboarding initiatives.
- Have a passion for making work better and working in an environment where you will be challenged to learn and grow
- Are very organized and meticulous
- Are an excellent communicator and work well remotely
- Are curious and eager to question assumptions, and then take initiative to find creative solutions
- Enjoy creating and writing customer-facing training content
Bonusly points for…..
- Experience in Implementation, Customer Success or Project Management at a SaaS organization
- Having a basic knowledge of web technologies, including APIs, SAML, and SFTP integrations
- Having experience with Learning Management Systems like Skilljar and Gainsight CE
- Experience in Human Resources
- Saas experience is a plus
- Thriving in environments where you enjoy building, improving, and iterating processes.
Compensation:
- Salary Range: $70,000 – $90,000 + equity options
