Manager, Customer Onboarding

Bullhorn's core purpose is to create an incredible customer experience, and the organization has a sharp focus on delivering very high quality products and services to its customers. The company culture is shaped by five Core Values: Ownership, Energy, Speed & Agility, Service, and Being Human. Each value serves as a behavioral guide for employees as they interact with customers and fellow coworkers.

Bullhorn is a fast-paced and dynamic environment where hard work and outstanding results are rewarded and celebrated. We value those that exhibit an eagerness to learn and a strong natural desire for continuous improvement. We encourage team members to stretch themselves, acknowledge challenges, and learn from them. With a strong focus on growth, we provide ample opportunities for career development and prioritise promoting from within. Our leaders collaborate closely to ensure the success of their teams, creating a challenging and rewarding workplace for everyone.

The Manager of Product Consulting leads a global team responsible for helping new customers successfully adopt our platform. This team provisions new customer environments, supports configuration and setup tasks, and provides consultative guidance to accelerate time-to-value. The ideal candidate combines operational excellence, process improvement, and people leadership to scale a high-performing onboarding organisation that delivers both efficiency and customer impact.

• Responsibilities and Tasks

• Environment Provisioning and Customer Onboarding

• Oversee the end-to-end process of provisioning new customer environments and ensuring timely completion of all setup, configuration, and onboarding tasks.
• Ensure customers receive accurate and efficient support for product configuration, data setup, and early-stage adoption activities.
• Drive consistency and quality in the onboarding experience through documentation, templates, and best practices.
• Partner with Customer Success and Professional Services teams to ensure seamless handoff and continuity across the customer lifecycle.
• Identify opportunities for the team to deliver proactive guidance and advisory support that increases customer engagement and drives product usage.

• Team & Resource Management

• Lead, mentor, and develop a global team of consultants, focused on early customer success.
• Foster a culture of accountability, customer empathy, and continuous improvement.
• Define clear performance expectations, provide coaching and feedback, and create development paths for team members to expand their skills into consultative and value-driven work.
• Partner with regional and cross-functional leaders to align team capacity and product specialisation with global onboarding demand.
• Inspire the team to evolve from task-driven ticket resolution toward higher-value customer engagement and consultative advisory that strengthens adoption and retention.
• Learn and develop technical expertise to deeply understand technology needs, product best practices, data imports, and issue troubleshooting in order to resolve issue escalations and coach and develop your team.

• Process & Ticket Management

• Own the operational performance of onboarding ticket queues, ensuring timely response and resolution within established SLAs.
• Monitor ticket volumes, workload distribution, and throughput to identify and address process inefficiencies and resource needs.
• Partner with internal systems and product teams to automate recurring or manual onboarding steps, improving scalability and reducing cycle time.
• Establish and maintain clear metrics for onboarding efficiency, SLA adherence, and customer satisfaction.
• Continuously refine workflows, knowledge bases, and internal tooling to support a global, high-velocity onboarding function.

• Knowledge, Skills and Abilities (Experience) Required

• 5+ years of experience in customer onboarding, support services, or customer success at a SaaS company.
• 2+ years of experience managing a distributed or global team.
• Strong operational mindset with experience managing SLA-based or ticket-driven service delivery.
• Demonstrated success improving process efficiency and introducing automation or tooling enhancements.
• Data oriented, with a track record of KPI management and attainment.
• Experience developing statistical models correlating product usage and adoption with customer retention.
• Ability to balance strategic thinking with hands-on process operations in a fast-paced, customer-centric environment.

The annual base salary range for this position is $104,581 - $137,262. In addition, this role is eligible for an annual target bonus & a comprehensive benefits package.

What we offer:

• Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more
• Unlimited Planned Paid Time Off
• Global Mental Health Support
• On-Demand Learning & Development
• Quarterly paid volunteer days
• Lucrative Employee Referral Program
• Company-wide mentor program

We are a people-first culture where everyone’s contribution is valued and respected. We are looking for smart, forward-thinking individuals who aren’t afraid to challenge the status quo and bring fresh perspectives to the table. If you’re someone who thrives in a casual, yet fast-paced and agile environment, we’d love to have you join us.