About this role.
Tekmetric is seeking a Senior Manager of Customer Onboarding to lead and manage a team of Customer Onboarding Managers for mid-market and enterprise clients. This role involves developing scalable onboarding strategies, collaborating with cross-functional teams, and driving customer satisfaction and time-to-value. The ideal candidate will have 3-5 years of people management experience and 5+ years in customer onboarding or related fields. This position offers a hybrid/remote model with travel for team offsites and requires a proactive, ownership-driven mindset.
Role DNA
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Job Complexity
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4/5Autonomy Level
4/5Communication Load
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Core skills
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Cover letter sample
Dear Hiring Team,
I am excited to apply for the Senior Manager, Customer Onboarding position at Tekmetric. With over 7 years of experience in customer onboarding and a proven track record of leading high-performing teams, I have consistently driven time-to-value and customer satisfaction for mid-market and enterprise clients. My background in developing scalable onboarding processes and collaborating with sales, product, and success teams aligns perfectly with Tekmetric's mission to empower auto repair shops.
I thrive in fast-paced, ownership-driven cultures and have a passion for building meaningful customer relationships. I look forward to bringing my leadership skills and strategic mindset to help Tekmetric continue its growth and innovation.
Sincerely, [Your Name]
Sample interview questions
I have led a team of 6 onboarding managers for 3 years, conducting regular 1:1s, setting clear KPIs, and implementing a mentorship program that increased team performance by 20%. I focus on coaching, providing feedback, and creating career development plans to ensure each team member thrives.
I would segment customers by complexity and needs, creating tailored onboarding flows. For mid-market, a more standardized, automated approach with checklists and self-service resources; for enterprise, a dedicated project manager with custom timelines and executive alignment. I'd implement a feedback loop to refine both paths continuously.
Previously, I noticed customers struggled with a specific feature post-sale. I partnered with product to simplify the UI and with sales to set accurate expectations during demos. This reduced onboarding time by 15% and increased product adoption rates significantly.
I train my team to listen for customer pain points and business goals during discovery calls. By mapping needs to our product's advanced features, we can position expansions as solutions. We track usage metrics and maintain a handoff process to sales to ensure a smooth transition.
I focus on time-to-value (TTV), onboarding completion rate, customer health score, and NPS. I also track onboarding-related churn and expansion revenue. Regularly reviewing these metrics helps the team identify bottlenecks and celebrate wins.
About Tekmetric
Tekmetric is the all-in-one, cloud-based platform helping auto repair shops run smarter, grow faster, and serve customers better.
Built by a shop owner and shaped by the needs of the industry, Tekmetric brings together innovation, real-world experience, and a thriving community to help shops thrive – not just survive. From running a shop, to securing payments to engaging customers, our platform simplifies operations so shop owners can focus on what really matters: delivering exceptional service, earning trust, and growing sustainably.
Officially founded in Houston in 2017, Tekmetric has grown from a single shop’s vision to the industry’s leading solution – all by staying true to our values of transparency, integrity, innovation, and a service-first mindset.
But we’re not just building software. We’re building a movement. We’re empowering repair shops to rise above the daily grind, create meaningful connections with their customers, and lead the industry forward – one interaction at a time.
Come build with us. Join the journey. Shape the future of auto repair.
Working the Tekmetric Way
At Tekmetric, we’re building a culture where winning matters – not for ego, but because when our customers win, we win together.
We move fast, stay curious, and take full ownership of our results — no excuses, no finger-pointing. If you thrive in ambiguity, take initiative, and view honest feedback as fuel for growth, you’ll feel right at home here.
We’re direct but respectful, ambitious yet grounded, and collaborative at every level. Everyone leads through impact and is encouraged to speak up, share ideas, and challenge assumptions (even your manager’s). This is a place for builders, not bystanders.
Success here takes focus, follow-through, and a willingness to roll up your sleeves — but if you’re driven by meaningful work and real results, it’s deeply rewarding. You’ll join a team that cares about the work, supports one another, and takes smart risks to achieve bold goals. Be yourself, stay mission-focused, and you’ll thrive. If that energizes you, we can’t wait to meet you.
At Tekmetric, great work happens anywhere, but great teams are built through intentional connection. We offer hybrid and remote work models based on your proximity to our office hubs. Because we value in-person collaboration, travel is an expected part of every role. We come together several times a year for team and company-wide offsites to align on goals and strengthen relationships. Attendance at these events is expected and fully supported.
What You’ll Do
- Lead and manage a team of Customer Onboarding Managers, ensuring a high level of customer service, TTV, and satisfaction.
- Work with customers in the mid-market and enterprise segments, coordinating with management and leadership at all level
- Develop and implement onboarding processes and strategies that are efficient, scalable, and tailored to different customer segments.
- Collaborate with sales, product, customer success and support teams to ensure a cohesive customer journey from initial sale to full product adoption.
- Monitor customer feedback and onboarding metrics, using this data to continuously improve the onboarding experience.
- Conduct regular training sessions for the onboarding team to keep them updated on product changes and best practices.
- Work closely with clients to understand their business needs and tailor the onboarding experience accordingly.
- Establish clear communication and project management protocols to ensure timely and successful implementations.
- Identify upsell and expansion opportunities during the onboarding process and collaborate with the sales team to capitalize on these opportunities.
- Manage customer expectations and address any issues that may arise during the onboarding process.
What You’ll Bring
- Bachelor’s degree in business, communication, or a related field.
- 3-5 years of people management experience
- 5+ years of experience in customer success, account management, or a related field within the SaaS industry.
- Proven track record of managing teams, improving customer onboarding processes, and meeting target KPI’s for the business
- Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and team members.
- Data-driven mindset with a strong analytical approach to problem-solving.
- Ability to work in a fast-paced, dynamic environment.
Why You’ll Love Working With Us
Health & Wellness That Have You Covered:
- Enjoy the flexibility of remote work
- Competitive base salaries that reflect your value.
- Generous Paid Time Off, because we know you do your best work when you’re well-rested.
- Support for every stage of life—with paid maternity, parental bonding, and medical leave for you or your loved ones.
- Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families.
- Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp.
Investing in Your Future (and Present):
- 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% – so your future self will thank you.
- Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further.
- Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind.
- Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best.
- After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you.
- Keep growing with support for continuing education – we’re invested in your development.
Most importantly, we have a stellar team of coworkers, a really cool office, and lots of fun activities!
Tekmetric is an equal opportunity employer. We hire hard-working individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Tekmetric will never ask for your personal financial or banking information or require any financial commitment as part of our candidate search or application process. No job offers will be made without a formal interview process. All legitimate Tekmetric job postings are listed at tekmetric.com/careers. Recruiter communications come from @tekmetric.com email addresses. Please visit this link for further information Fraudulent Job Offers
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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