Customer Onboarding Manager

Bucket list Rewards is looking for an experienced Customer Onboarding/Implementation Manager to join our growing Customer Success team. In this role, you will own the end-to-end onboarding for SMB, mid-market and enterprise clients, guiding them from kickoff to launch and ensuring a smooth, engaging, and value-driven implementation process.

This is an exciting opportunity to join a fast-growing B2B SaaS company where onboarding is both strategic and foundational to customer success. If you thrive in a startup-style environment, enjoy managing multiple client projects at once, and love creating “wow” moments that set customers up for long-term success, you’ll be a great fit. This role has high visibility across the business and strong potential for career growth.

Bucket list Rewards provides a leading B2B SaaS solution that allows organizations of all sizes to introduce an effective rewards and recognition program to its workforce. Our goal is to provide companies with an easy‑to‑use web platform that enables employers to reward team members in a meaningful way that matters to them, while achieving great business results and building better organizational cultures.

When it comes to great company culture, the Bucket list team walks the talk and we are proud to be Great Place to Work certified!

• Lead end-to-end onboarding for new SMB, mid-market and enterprise clients, from post-sale handoff through launch and early adoption.
• Manage 10–15 concurrent implementation/onboarding projects, each with unique timelines, goals, and stakeholders.
• Run project kickoffs, training sessions, and milestone check-ins tailored to each customer’s needs.
• Translate customer goals into a clear implementation/onboarding plan that aligns with Bucket list best practices.
• Ensure customers understand platform features, configuration options, and recommended program design.

• Become a Bucket list platform expert and guide customers through setup, integrations, branding, communications, and rollout.
• Provide strategic recommendations rooted in recognition & engagement best practices.
• Develop strong relationships with stakeholders at all levels, becoming a trusted advisor early in the customer journey.
• Monitor customer onboarding health metrics and proactively address blockers.

• Own all project timelines, deliverables, and risk management throughout the onboarding lifecycle.
• Collaborate closely with Sales, Support, Product, and Customer Success to ensure seamless handoffs and a unified customer experience.
• Escalate issues internally and externally with clarity, diplomacy, and urgency when needed.
• Provide feedback to Product based on customer onboarding insights and feature adoption trends.

• Track onboarding KPIs (time-to-launch, activation metrics, stakeholder engagement, etc.).
• Report on onboarding progress to internal teams and surface opportunities for expansion or early wins.
• Contribute to process optimization by enhancing playbooks, documentation, templates, and onboarding workflows.
• Champion the voice of the customer internally and advocate for continuous improvement.

• 3+ years in a customer onboarding, implementation, or customer success role at a B2B SaaS company.
• Bachelor’s Degree in Business, Digital Marketing, Human Resources, or a relevant field preferred. (In lieu of a degree, equivalent experience or relevant skills will be considered.)
• Experience managing enterprise or complex multi-stakeholder onboarding projects.
• Proven ability to manage 10–15 concurrent client projects with confidence and strong organization.
• Strong understanding of SaaS systems, integrations, and technical troubleshooting basics.
• Ability to analyze customer goals and interpret early customer success metrics.

• Excellent communication and facilitation skills, comfortable leading training sessions and client-facing meetings.
• Highly organized, detail-oriented, and self-directed, with strong project management…