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MoeGo Logo MoeGo · Customer Service

Onboarding Manager

Canada · Job Posted February 18, 2026
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Job Description

We are hiring a Customer Onboarding Manager to lead MoeGo’s onboarding function and develop a high-performing team of Onboarding Specialists. Onboarding at MoeGo is measured by customer outcomes, not activity. This role owns the systems, coaching, and operating rhythm that drive fast launches, time-to-value, and long-term retention. You will also lead onboarding escalations, including contract-sensitive conversations, and build a team culture that is supportive, calm, and accountable.

Job Responsibility

  • Lead and develop the onboarding team
  • Build a scalable onboarding system
  • Own onboarding outcomes and use data to improve them
  • Lead escalations with calm and strong judgment
  • Advocate for product improvements
  • Communicate clearly with leadership

Requirements

  • 3+ years in B2B SaaS onboarding, implementation, customer success, support leadership, or a closely related customer-facing role
  • 1+ years people leadership experience, or strong evidence of leading coaching and performance management in practice
  • Strong coaching fundamentals: you can raise capability through feedback, practice, and standards
  • Proven ability to run difficult conversations and hold accountability professionally
  • Calm escalation leadership under pressure, with strong emotional intelligence
  • Data fluency: you can define metrics, interpret trends, and build criteria for reporting (including logic-based filters)
  • Systems mindset: you can turn messy reality into repeatable process and team rhythms
  • Strong cross-functional collaboration with Product, Engineering, Support, CS, and Ops
  • Schedule flexibility for weekly evening collaboration with a China-based team

Nice to have

  • Experience building segmented onboarding motions for SMB and Mid-Market
  • Track record improving time-to-value and retention through process, coaching, and cross-functional change
  • Experience translating customer pain into shipped product or workflow improvements
  • Familiarity with common SaaS tools: CRM, ticketing, knowledge base, BI/reporting, product analytics, and project management
  • Experience in contract-sensitive retention conversations and customer save motions

What we offer

  • flexible benefit plans to employees and their family members at no cost to the employees
  • 401(k) matching
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