Manager, Customer Onboarding

The construction industry is facing a severe labor shortage. The industry is at an inflection point where they must reimagine talent and modernize their people strategy. Bridgit is the category leader for workforce planning and working with the largest and most sophisticated US general contractors. Although we have continued to gain traction since launching in 2019, there is significant opportunity ahead as we continue to innovate and broaden our offering. 

As our Customer Onboarding & Implementation Manager, you will own the end-to-end onboarding lifecycle for new customers — from sales handoff to go-live and initial adoption. You will build, scale, and refine the onboarding process, manage a book of new customer projects, and lead a of onboarding/implementation specialists. This role is critical to accelerating time-to-value, ensuring smooth handoffs to Customer Success, and contributing to long-term retention and growth.

What you will do

• Own the Onboarding Lifecycle: Lead customer onboarding and implementation projects — from kickoff through to go-live and initial adoption
• Project & Delivery Management: Enable your team to manage multiple (often concurrent) onboarding implementations; develop project plans, timelines, milestone tracking, and deliverables; ensure implementations are on time, on scope, and meet customer expectations
• Customer Engagement & Training: Enable your team to act as primary point of contact during onboarding; lead discovery sessions, configure solutions, guide customers through setup, integrations, data migrations, and deliver trainings (virtual and possibly in-person) for technical and non-technical stakeholders
• Cross-functional Collaboration: Work closely with Sales (for smooth handoffs), Integrations (for quick account setups), Product & Engineering (to communicate customer requirements), and Customer Success (to ensure a seamless transition post-onboarding)
• Process & Playbook Development: Build and maintain scalable onboarding processes, playbooks, templates, documentation and best practices for different customer segments (e.g. mid-market vs enterprise). Bring a product mindset in order to further automate/streamline stages of the onboarding process to accelerate time to-value
• Team Leadership & Coaching: Hire, mentor, and manage a team of onboarding/implementation specialists (as you scale), set individual and team KPIs, conduct quality reviews, and drive continuous improvement and professional development
• Customer Success & Retention Enablement: Identify and flag at-risk customers during onboarding; proactively build mitigation strategies; work closely with Customer Success to ensure adoption and long-term satisfaction
• Metrics & Reporting: Define, track, and report onboarding-related metrics (e.g. time-to-value, adoption rates, onboarding completion, customer satisfaction) to leadership; analyze data for insights and improvements

What we're looking for

• Bachelor’s degree (Business, Computer Science, or related); advanced degree a plus
• 6–8+ years of experience in B2B SaaS customer onboarding, implementation, professional services or related roles — with at least some exposure to enterprise or complex accounts
• 2+ years of experience managing people or leading a small team (onboarding/implementation specialists or similar) is preferred
• Demonstrated track record managing and delivering multiple, concurrent customer implementations — including technical or configuration-heavy setups (integrations, data migration, customization, training)
• Strong project management skills, with experience establishing timelines, coordinating stakeholders, and ensuring timely delivery; familiarity with SaaS metrics and business models
• Excellent communication and interpersonal skills; comfortable presenting to both technical and non-technical stakeholders, and building relationships with customer teams at all levels
• Customer-first mindset: passionate about customer success, adoption, and long-term value realization; strong problem solving and analytical skills, able to dive into customer data/issues to drive informed decisions
• Comfortable working in a fast-paced, growing environment and collaborating across functions (Sales, Product, Engineering, Support) to deliver a seamless onboarding experience
• Entrepreneurial in nature - problem identification and ability to creative solve challenges and implement solutions
• Experience with relevant tech stack i.e. Salesforce, Gainsight/Pylon

Our core values

Current and future Bridgitrons embody these core values:

• Build Together, Win Together:  Committed to pursuing the best outcomes and advancing toward shared goals. When faced with challenges, they maintain composure and reliability and work as a team.  Proactively remove roadblocks to maintain momentum and achieve goals.  As a team, they embody a solution-oriented attitude and drive to win.
• Take Action, Drive Impact:  Ensure efforts contribute directly to goals.  Step up and offer innovative solutions to overcome obstacles and improve processes.  Leverage the ability to think independently and strategically.  Navigate uncharted territory effectively while also laying a foundation for sustainable growth and success.  
• No Grit, No Pearl: Embrace the gritty aspects of the journey to success.  Pitch in wholeheartedly and recognize that no task is beneath us when it contributes to Bridgit’s collective success.  Believe that confronting ambiguity or adversity with determination, not only strengthens resilience but also fosters growth, driving continuous improvement and achievement.

We believe that creativity, enthusiasm, and drive are the keys to success. We recognize that many of the skills we’ve developed over our careers are often transferable. If you’re not sure you meet every qualification but feel you have other experience relevant to the role, we encourage you to apply.

What we offer

• Opportunity to build and own the onboarding function from the ground up in a fast-growing SaaS company
• A collaborative, customer-obsessed culture that values operational excellence, continuous improvement, and high standards
• A chance to partner closely with Sales, Product, Engineering, and Customer Success leadership to shape how customers get started and succeed

What you will enjoy

• A collaborative, autonomous environment where you can make an impact quickly
• A culture that encourages innovation and professional growth
• Competitive salary and equity options
• Perks and benefits including unlimited vacation, 4-hour Fridays

Bridgit values diversity and believes that our strength comes from including the perspectives of all kinds of contributors. We encourage people from underrepresented communities to apply, including racial minorities, 2SLGBTQIA+, and those with disabilities. Accommodations are available during all stages of the recruitment process, please advise us of any needs as required.

About us

Founded in 2012, Bridgit is a privately held Series B company, having raised over $34 million CAD in funding, from investors like Camber Creek, Export Development Canada, Salesforce Ventures, Storm Ventures, and more.