Manager, Onboarding Department

Hybrid: San Francisco, Salt Lake City, or New York CityEnable Internet businesses to sell across bordersWe're tackling a key challenge for all Internet businesses today: navigating the changing landscape of tax. In the last few years, software businesses have gone from not having to worry about sales tax, to needing to monitor their exposure, calculate local sales tax rates, and file returns in over 20+ US states and many countries worldwide.So much of our economy today and tomorrow exists online. The internet economy has grown 6x over the last 10 years and software development productivity is only positioned to accelerate. Companies should be able to transact with customers everywhere. Anrok is building the tools behind the scenes that make compliant digital commerce a reality for companies big and small.Anrok connects with billing and payment systems to automate sales tax compliance end-to-end. We have raised over $100M from leading investors like Sequoia, Index, and Khosla Ventures.We're seeking an experienced leader to build and manage our Onboarding function as we scale our customer base and expand our enterprise offerings. As Manager of the Onboarding Department, you'll lead a team of onboarding managers responsible for guiding our most valuable customers through their implementation journey. You'll be instrumental in defining our onboarding strategy, optimizing processes, and ensuring exceptional customer experiences that drive long-term value.This role reports to the Head of Activation and works closely with Sales, Solutions Engineering, Tax, and Customer Success teams to ensure seamless customer transitions from sale to successful platform adoption.In this role, you willTeam Leadership & DevelopmentBuild, lead, and scale a high-performing team of Onboarding Managers serving SMB through enterprise accountsDevelop career frameworks and coaching that elevate team capabilities in enterprise customer management, project coordination, and technical executionEstablish performance metrics and conduct regular reviews to drive continuous team development and excellenceDesign and implement scalable onboarding processes that accelerate time-to-value while maintaining exceptional customer satisfactionLead continuous improvement initiatives informed by data analysis, customer feedback, and cross-functional insightsServe as an escalation point for complex customer issues, coordinating across senior leadership, sales, solutions engineering, business operations, and product teams to drive resolutionChampion the voice of the customer in leadership discussions and strategic planning, translating onboarding insights into product roadmap priorities and process improvementsCreate and maintain comprehensive onboarding playbooks, training materials, external collateral, and best practice documentationDrive customer adoption and early value realization during onboarding to establish strong retention foundationsWhat Excites Us5+ years leading customer-facing SaaS teams, including 2+ years managing and scaling onboarding/implementation teams from 5 to 15+ peopleProven success managing enterprise implementations ($100K+ ARR) and improving key metrics (time-to-value, completion rates, NPS) through process innovationStrong executive presence with ability to influence cross-functionally and engage confidently with C-suite customers and internal leadershipDeep expertise in SaaS implementation methodologies, project management, and tools (Salesforce, customer success platforms). Knowledge of sales tax and fintech space is a plus.Data-driven leader who combines customer insights with analytics to inform strategic decisionsCustomer-obsessed with strategic thinking, operational rigor, and comfort-building processes in ambiguous, high-growth environmentsWhat We OfferThe equity upside of an early-stage startup with the product-market fit of a later-stage companyCompetitive base salary range: $160,000 - $200,000, depending on experience and locationDaily lunch and snacks for those working out of our office hubsMedical, dental, and vision insurance covered 100%One Medical membership covered, flexible sick benefits, and moreAnnual learning and development stipend for books, online courses, and conferencesAnnual team off-sites and in-person opportunities around our growing Anrok hubsHome office setup stipend to ensure you have the equipment you need to thrive at workLeadership development opportunities as we scale the organizationWork EnvironmentAt Anrok, we embrace a dynamic and flexible hybrid work environment based out of our growing office hubs - San Francisco, New York City, and Salt Lake City where we collaborate in-person 3 days per week. This role may require occasional travel (10-15%) for team meetings, customer visits, and company events.