Manager Customer Onboarding

from the welcome letter through the 2-week post-cut support window and final hand-off to Customer Success.

This is a player-coach role: you will manage a team of Implementation Project Managers (P.M.s) while

staying close enough to the day-to-day process to identify bottlenecks, refine workflows, and maintain

exceptionally high customer success standards.

Duties and Responsibilities may Include:

• Manage, mentor, and grow a team of 6–15 Implementation Project Managers (headcount will

scale with company growth)

• Own all onboarding-related KPIs including:

• Time-to-Live (from sale to fully cut-over)

• Onboarding completion rate (percentage of customers live within target SLA)

• Customer satisfaction (CSAT/NPS) during onboarding

• Internal quality/error rate

• Completion Forecast Accuracy

• Onboarding Team Documentation Accuracy

• Continuously document, refine, and enforce the standard onboarding process (Project Launch

calls, LOA/SMS workflows, UAT, port-day execution, 2-week post-cut care, CSM hand-off)

• Serve as the escalation point for complex or at-risk implementations (multi-location, large TN

counts, analog/POTS, BYOD, integrations, security systems, etc.)

• Partner with Sales, Porting, Provisioning, Warehouse/Logistics, and Customer Success to remove

friction and resolve cross-departmental blockers

• Build and maintain all onboarding templates, checklists, email sequences, and knowledge -base

articles

• Own the relationship with our porting team to troubleshoot chronic issues

• Run weekly team meetings, 1:1s, ride-alongs/call shadows, and quarterly process retrospectives

• Forecast onboarding capacity and staffing needs; actively participate in recruiting, interviewing,

and onboarding new P.M.s

• Act as the voice of the onboarding team in leadership meetings and present metrics and

improvement plans to executives

• A mindset for continuous innovation and personal growth

• A passion for development of your individual team members

• Occasional travel to company off-sites or large customer kickoffs (estimated 10–15%)

Qualifications:

• Experience in customer-facing implementation, project management, or professional services

roles within VoIP, UCaaS, telecommunications, or SaaS

• Experience directly managing an implementation/onboarding team (player-coach experience

strongly preferred)

• Hands-on knowledge of telephone number porting (LNP, TFN, SMS/10DLC, international a plus),

LOA processes, FOC/reject troubleshooting, and carrier timelines

• Ability to build and scale repeatable processes in a high-growth environment

• Technical aptitude: comfortable learning & discussing SIP, analog adapters, VLANs/QoS,

firewalls, E911, MACD workflows, and basic provisioning concepts

• Exceptional project management and prioritization skills; experience with tools such as Zoho

CRM, Zoho Projects, Jira, Confluence, or similar

• Data-driven mindset; fluent in building and presenting KPIs and dashboards (Looker, Tableau,

Google Sheets, etc.)

• Outstanding communication skills—able to translate complex telecom concepts into clear

customer and internal language

Crexendo offers a comprehensive benefits package including; equity (board approved), medical, vision, dental, supplemental insurance, holiday

pay, paid time off (PTO), paid sick time (PST), and up to 3.5% 401K match.