Onboarding Success Manager I

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Onboarding Success Manager I based in Germany. As an Onboarding Success Manager, you will be at the forefront of the customer and team member experience during the onboarding journey. You will guide customers and their new hires from the initial onboarding request through successful engagement, ensuring every step is clear, accurate, and efficient. Working across Legal, Sales, Product, Finance, and Operations, you will resolve complex requests and escalations while keeping the customer experience at the center. You will combine strong communication and organizational skills with careful data management and an ability to navigate evolving processes and regulations. The role offers significant autonomy within a globally distributed, remote-first environment built around asynchronous collaboration. You will also contribute to improving documentation, self-service resources, workflows, and operational processes to make onboarding increasingly seamless. This is an opportunity to help shape the future of global employment while supporting customers and talent across multiple countries. Own the end-to-end onboarding journey for Customers and Team Members, acting as the primary point of contact from the submission of a new hire through their successful engagement. Provide timely, accurate, and customer-friendly guidance through explanatory documentation, internal knowledge sources, and direct communication. Organize and lead meetings with Customers and Team Members to answer questions, clarify requirements, and keep onboarding activities moving forward. Manage custom requests and escalations, working cross-functionally with Sales, Product, Legal, Finance, and other internal teams to reach effective resolutions. Support contract customization activities in accordance with established internal procedures, requirements, and timelines. Ensure all required customer information is collected, processed, and recorded accurately. Maintain complete and accurate data within the employment platform to support smooth employment and a seamless customer experience. Follow established playbooks, processes, and best practices while identifying opportunities to improve operational consistency and efficiency. Create, maintain, and improve customer-facing and internal documentation explaining onboarding processes and requirements. Contribute to customer self-service tools and internal knowledge resources, helping customers resolve common questions independently. Monitor product releases and changes in global employment regulations to ensure onboarding guidance remains accurate and relevant. Track and work toward agreed customer experience and operational KPIs, including satisfaction-related metrics. Complete ongoing training and upskilling to maintain strong product, process, and global employment knowledge. Identify workflow and automation opportunities, including practical applications of AI, to improve productivity, customer experience, and operational excellence. Requirements 3+ years of experience in HR or in a customer-facing role within an HR SaaS or comparable technology environment. Strong customer-first mindset, with a genuine commitment to understanding customer needs and going beyond expectations to provide excellent support. Proven experience scheduling and managing customer meetings and maintaining productive customer relationships. Experience managing customer escalations and coordinating effectively with multiple internal stakeholders to resolve complex issues. Demonstrated ability to meet and improve customer satisfaction metrics such as CSAT or NPS. Experience following, maintaining, and improving operational processes to deliver a consistent customer experience while knowing when a personalized human approach is needed. Excellent attention to detail, organization, analytical thinking, and time-management sk