Team Manager, Customer Onboarding at Skimmer
**Who this is for** This position is for an experienced customer success leader who enjoys balancing high-level team development with hands-on strategic impleme
Work type: remote
Location: Austin | Toronto | Remote
Type: Full-time
Summary
**Who this is for** This position is for an experienced customer success leader who enjoys balancing high-level team development with hands-on strategic implementation. You will oversee a dedicated team focused on driving product adoption and long-term value for a growing base of B2B customers.
**Key highlights** You will define the future of Skimmer’s onboarding experience by scaling digital-led processes and ensuring seamless transitions for the company’s largest and most complex client accounts.
**You might be a good fit if you...** - Have a proven track record of leading and coaching customer success or implementation teams in a B2B SaaS environment.
- Can successfully design and refine scalable onboarding frameworks that improve customer activation and time-to-value.
- Demonstrate strong organizational skills with the ability to translate technical product usage into easy-to-understand customer training.
- Are adept at cross-functional collaboration to ensure a consistent experience from initial sale to long-term account success.
Job Description
[Skimmer](http://getskimmer.com) is on a mission: to modernize the pool and spa service and repair industry. We’re a private equity-backed company with 6000+ customers using Skimmer’s pool service platform to transform their businesses. But we’re not stopping there (there are over 70,000 pool service companies in this surprisingly large “niche” space).
Our customers love us almost as much as we love them (check out [our reviews](https://www.capterra.com/p/177014/Skimmer/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 Austin's Best Startups, as well as Austin's Best Places for Working Parents.
We’re looking for big thinkers with small egos, so let’s 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 you’ll do:Reporting to our VP, Customer Success and Support, you’ll lead a currently small but mighty team of 3 Customer Onboarding Managers who specialize in managing onboarding new and everboarding existing client engagements for Skimmer’s bigger and more complex SMB clients. This role sits at the intersection of leadership and hands-on customer implementation success. You’ll 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 Skimmer’s 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
- Comprehensive learning and development budget
- A manager dedicated to your development
At Skimmer we are deeply committed to building a diverse and inclusive workplace (it’s in our values). We’re 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.
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