Manager of Customer Onboarding

Manager of Customer Onboarding role at ROLLER.

ROLLER is a global software‑as‑a‑service company designed to help businesses in the leisure and attractions industry operate more efficiently and deliver great guest experiences. ROLLER helps its customers offer amazing guest experiences through a full suite of venue management features. We are a fast‑growing global company with customers in over 30 countries and a wide array of industries like theme parks, museums, zoos, trampoline parks, water parks, aquariums, and wake parks — to name a few!

The Manager of Customer Onboarding bridges the gap between technical onboarding and customer value. This role will lead one of our AMER‑based Training & Implementation teams to deliver a cohesive onboarding and training experience that promotes strong product adoption through technical implementation, platform configuration, and integrations for new customers.

• Leadership & Strategy: Build, lead, and foster a culture of customer centricity and high-performance.
• Customer Value & Engagement: Add value to customer relationships through direct engagement and proven approaches, driving desired customer outcomes.
• Onboarding Journey Optimization: Design and implement scalable onboarding processes to shorten time‑to‑value, improve product adoption levels, and enhance customer training experiences.
• Metrics & Reporting: Define and track performance metrics and KPIs at both team and account levels, ensuring performance visibility and accountability.
• Product Adoption: Increase product adoption through the development of onboarding resources, including scalable training materials and videos.
• Cross‑Functional
  
  Collaboration:
  
  Work with Sales and Customer Success to optimize customer hand‑offs, increasing onboarding efficiencies and eliminating customer effort.
• Relationship Management: Guide team members in maintaining and enhancing customer relationships, with hands‑on involvement in key accounts.
• Cross‑Functional Customer Programs: Lead key Customer Programs requiring collaboration across departments like Sales, Customer Success, Support, and Product.

• Experience:
  
  Minimum 2+ years in a Customer Onboarding leadership role with a proven track record of meeting KPIs. Enterprise customer experience is a plus.
• Education:
  
  MBA or related graduate degree preferred; technical undergrad and relevant certifications are a plus.
• Industry Knowledge:
  Strong understanding of software, subscription, and renewal‑based business models; experience with B2B customer success focused on onboarding, product adoption, and technical implementation.
• Communication & Relationship Building:
  Exceptional communication skills for C‑level interactions and relationship development.
• Analytical & Goal‑Oriented:
  Strong analytical and project management skills to drive business growth through data‑driven strategies.
• Preferred:
  Background in family attractions or entertainment venues.

• Attractive compensation package and benefits.
• You get to work on a category‑leading product that customers love in a fun, high‑growth industry! Check our Capterra and G2 reviews.
• Paid time off (PTO), Sick days, and US holidays.
• 4 ROLLER Recharge days per year (When we hit our goals each quarter, we take a well‑earned day off together to relax, recharge, and celebrate our wins).
• 16 weeks paid parental leave for primary carers and 4 weeks paid parental leave for secondary carers.
• 100% paid medical insurance for US employees.
• 401(k) plan with a 100% match on contributions up to 5%.
• Engage in our 'Vibe Tribe'—led by our team members; you can contribute to company‑wide initiatives directly. Regular events and social activities, fundraising & cause‑related campaigns… you name it. We're willing to make it happen!
• Team Member Assistance Program to proactively support our team's health and well‑being, access to coaching, education modules, weekly webinars, and more.
• Work with a driven, fun, and switched‑on team that likes to raise the bar in all we do.
• Individual learning and development budget plus genuine career growth opportunities as we continue to expand!

• Initial call with our Talent Acquisition Manager …