Customer Onboarding Manager, German Speaking

Role Purpose

• The Customer Onboarding Manager role exists to ensure every new SafetyCulture customer reaches their first value moment quickly and confidently, reducing time-to-value and early churn risk. Working within the Customer Solutions & Implementation team, this role is the primary delivery mechanism for structured, scalable onboarding across our growing customer base.

Key responsibilities:

• Own and deliver end-to-end onboarding plans for each customer, aligning Sales, Product, and Customer Success on goals, timelines, and success criteria.
• Lead kick-off meetings and guide stakeholders through onboarding milestones, providing a clear roadmap with defined accountability at each stage.
• Project manage multiple concurrent customer implementations, maintaining momentum and surfacing blockers early.
• Serve as the primary point of contact during onboarding, ensuring timely configuration, training, and go-live execution.
• Act as a trusted advisor on product and industry best practices, identifying new use cases that expand customer value within SafetyCulture.
• Proactively identify risks and obstacles to customer progress, escalating and resolving issues before they become churn signals.
• Coordinate post-onboarding handoffs to Customer Success Managers, transferring full context and insights that maintain customer momentum.
• Build and continuously improve onboarding templates and playbooks that increase efficiency and support scale as the customer base grows.

Required skills & experience:

• Native or professional fluency in German
• Proven track record implementing software, managing projects, or consulting in a SaaS environment. Depth and quality of outcomes matter more than years on a CV.
• Ability to use data across multiple tools to diagnose product adoption gaps and execute strategies that address them.
• Comfortable navigating tools like Jira, Salesforce, or equivalent project management and CRM platforms to manage workload and customer context.
• Project management qualification desirable; Agile or Waterfall preferred. Enterprise-level onboarding experience is a strong plus.
• Exceptional communication and facilitation skills: able to train groups, lead executive conversations, and translate technical complexity into clear, actionable guidance.
• Proactive and detail-oriented; able to manage competing priorities in a fast-paced environment without losing sight of what matters to customers.
• Genuine growth mindset: actively seeks feedback, challenges the status quo, and consistently looks for ways to improve processes and outcomes.
• Strong active listening skills; able to understand customer pain points quickly and translate them into concrete next actions.
• Comfortable experimenting with AI tools to improve personal productivity, onboarding material quality, and customer communication.
• Demonstrates a practical, results-oriented approach to AI adoption: not just awareness, but consistent use in day-to-day work.

What success looks like

• Customers consistently reach go-live on time, with onboarding completion rates at or above team targets.
• Post-onboarding NPS and satisfaction scores reflect a positive, confidence-building experience for customers.
• CSM handoffs are seamless: Customer Success Managers receive full context and need minimal re-education to continue customer momentum.
• A library of scalable onboarding playbooks and templates is in active use, measurably reducing average time-to-value.
• Churn risk attributable to onboarding issues is materially lower, evidenced by improved early adoption metrics and customer health scores.

Key stakeholders:

• Sales: deal handoff, alignment on customer goals, timelines, and expectations pre-onboarding
• Customer Success Managers: seamless post-onboarding transition and ongoing customer health
• Product: surfacing implementation feedback to inform roadmap priorities
• Customers: primary delivery partner and point of contact throughout the onboarding journey
• Customer Solutions & Implementation team: shared delivery standards, playbook development, and continuous improvement