Team Manager, Customer Onboarding

Skimmer is on a mission: to modernize the pool and spa service and repair industry. Were a private equity-backed company with 6000 customers using Skimmers pool service platform to transform their businesses. But were not stopping there (there are over 70000 pool service companies in this surprisingly large niche space).

Our customers love us almost as much as we love them (check out our reviews and our NPS score of 68!)

We were recently honored to join the Inc. 5000 list of fastest-growing companies the Deloitte Fast 500 were named one of Built In Austins Best Startups as well as Austins Best Places for Working Parents.

Were looking for big thinkers with small egos so lets dive in!

Our Values

At Skimmer we:

• Realize our customers success is our success.

• Build humble diverse teams who have fun winning.

• Drive results with urgency.

• Earn trust through transparent communication.

What youll do:

Reporting to our VP Customer Success and Support youll lead a currently small but mighty team of 3 Customer Onboarding Managers who specialize in managing onboarding new and everboarding existing client engagements for Skimmers bigger and more complex SMB clients. This role sits at the intersection of leadership and hands-on customer implementation success. Youll be accountable for team performance digital-led/tech touch process scalability and customer activation rates ensuring every new pool pro starts strong with Skimmer.

Your work will directly influence customer retention product adoption and long-term business growth across our nationwide customer base.

Key Responsibilities:

Team Leadership & Development

• Coach and mentor a current team of Onboarding Managers helping them deliver consistently excellent customer experiences. Support and develop team members through 1:1s shadowing calls and skill-building sessions.

• Set clear milestones and performance goals tied to customer activation metrics to include Onboarding of new clients and Everboarding of existing clients to include new users and feature adoption/activation at scale.

• Build a culture of continuous improvement teamwork and customer empathy.

Customer Onboarding & Activation

• Manage onboarding and everboarding for Skimmers larger or more strategic mid-sized clients providing tailored implementation and training.

• Design and refine scalable digital-led/tech touch onboarding and everboarding processes that drive rapid adoption through both digital-led automation and tech touch and measurable success within the first 30 days.

• Maintain visibility into team capacity and customer onboarding and everboarding progress; proactively assist where needed.

• Partner closely with Sales Support Product and Customer Success to ensure a seamless handoff from signature to onboarding to ongoing account management.

Process Optimization & Reporting

• Standardize workflows playbooks and onboarding/everboarding templates to ensure consistency across all customer segments.

• Track and analyze onboarding/everboarding metrics (time-to-value activation success rate customer satisfaction) and identify areas for improvement.

• Develop onboarding resources and self-service materials that extend reach and reduce time-to-launch.

• Collaborate cross-functionally with Account Management Support and Product to streamline the onboarding experience.

• Work across teams to deliver one-to-many onboarding/everboarding opportunities for Pros to learn to optimize their Skimmer usage.

What You Bring:

• Progressive contributor and demonstrated hands-on team leadership experience in small to mid-size customer onboarding implementation or customer success with B2B SaaS solutions.

• Proven success developing onboarding and everboarding strategies at scale and executing hands-on client implementations.

• Strong communication and presentation skills able to translate technical workflows into business value for non-technical audiences.

• Comfort with CRM systems (Hubspot) project management tools AI-forward tools like Intercom (Fin) and customer success analytics platforms.

• A collaborative and data-driven mindset grounded in customer empathy and accountability.

Bonus Points:

• Experience in service-based or small business B2B SaaS environments.

• Familiarity with the pool and spa industry seasonal service operations or field management software.

• Background in operations process design or training development.

Why Skimmer:

• Opportunity to influence onboarding strategy for a fast-scaling award winning B2B vertical SaaS brand.

• Hands-on leadership role accelerating customer success and retention.

• Collaborative environment driven by trust transparency and results.

• Competitive pay benefits and room to grow alongside a company redefining an industry.

Benefits

• Competitive base pay bonus potential

• Generous medical dental and vision plans (we pay 100% of your premium and 50% of your dependents)

• Fantastic culture with a very strong eNPS- we work hard celebrate wins and learn as we go to always be improving to benefit our customers.

• Immediate access to 401(k) with company match

• Flexible PTO (MINIMUM of 10 days required every year)

• 12 weeks paid parental leave for birthing parent 6 weeks paid leave for supporting partner

• Remote work friendly

• Comprehensive learning and development budget

• A manager dedicated to your development

At Skimmer we are deeply committed to building a diverse and inclusive workplace (its in our values). Were proud to be an equal opportunity employer seeking to identify and onboard people from all walks of life. All qualified applicants will receive consideration for employment without regard to race color religion gender gender identity or expression family status marital status sexual orientation national origin genetics neurodiversity disability age or veteran status or any other non-merit based or legally protected grounds.

We also acknowledge that there is no perfect candidate - if you fulfill the majority of these requirements believe this is a role you would be excited about on a daily basis and resonate with our culture we encourage you to apply.

Required Experience:

Manager