Manager, Onboarding

Essential functions of the role include:

Leading and developing a team of Onboarding ICs who manage the client journey from kickoff through website or app launch

Running structured bi-weekly 1:1s, delivering actionable feedback, and building personalized development plans for each IC

Monitoring key metrics daily — launch volume, time to launch, CSAT, and Pre-Launch Churn MRR — and taking proactive action when something is off

Managing client escalations with urgency and good judgment, knowing when to step in directly and when to coach your team through it

Driving quarter-over-quarter improvement in backlog age, time to launch, and pre-launch churn

Partnering cross-functionally with Product Fulfillment, Sales, Client Success, and Engineering to eliminate handoff friction and close feedback loops

Owning the new hire experience — delivering a structured 30/60/90 onboarding plan that drives new ICs to full productivity by Day 90 or sooner

Using data to identify workflow gaps, drive process improvements, and maintain clear internal documentation

Leading or contributing to at least one high-impact project per quarter that advances onboarding efficiency or client experience

You're gifted at:

Coaching people — you know how to develop ICs, not just manage them, and your team grows faster because of it

Reading metrics quickly and knowing what they're telling you about your team, your clients, and your processes

Staying calm under pressure and making clear decisions even when the picture isn't fully formed

Turning frustrated clients into retained ones through empathy, directness, and follow-through

Building cross-functional trust — other teams want to work with you because you close the loop and do what you say

Communicating clearly up, down, and sideways — your team always knows where they stand and what's expected

Documenting as you go — you leave things better than you found them and your team doesn't have to guess how things work

Modeling LP values in how you show up every day, especially when it's hard

You have:

3+ years in a client-facing operations, onboarding, or implementation role

1+ years managing and leading a team in a metrics-driven environment

A proven track record of hitting team targets and improving performance over time

Experience working cross-functionally in a fast-moving, high-growth company

Comfort building and tracking KPIs in spreadsheets or BI tools

Familiarity with CRM and project management tools — and a track record of learning new systems quickly

A high bar for quality and a bias for action when things aren't working