At a Glance
- Tasks: Lead customer onboarding, ensuring a smooth transition and quick value realisation.
- Company: Join a global tech company making a real impact for frontline workers.
- Benefits: Enjoy daily meals, gym access, and generous parental leave.
- Other info: Work in a vibrant culture recognised as a Best Place to Work.
- Why this job: Be part of a dynamic team shaping the future of customer success with AI.
- Qualifications: Fluent in German with experience in SaaS project management.
The predicted salary is between 45000 - 55000 £ per year.
Why join us? We're a global tech company, just not the kind you're picturing. Our almost 1,000-person team builds tools that make work better for the three billion frontline workers who keep the world moving. We've got big tech scale, without the sign-off layers or corporate theatre. Every permanent team member gets equity, so when we grow, you do too. This next chapter is about scaling smart, powered by AI, a clear vision and real ownership. Big tech impact, without the big tech ick.
The Customer Onboarding Manager role exists to ensure every new SafetyCulture customer reaches their first value moment quickly and confidently, reducing time-to-value and early churn risk. Working within the Customer Solutions & Implementation team, this role is the primary delivery mechanism for structured, scalable onboarding across our growing customer base.
Key responsibilities
- Own and deliver end-to-end onboarding plans for each customer, aligning Sales, Product, and Customer Success on goals, timelines, and success criteria.
- Lead kick-off meetings and guide stakeholders through onboarding milestones, providing a clear roadmap with defined accountability at each stage.
- Project manage multiple concurrent customer implementations, maintaining momentum and surfacing blockers early.
- Serve as the primary point of contact during onboarding, ensuring timely configuration, training, and go-live execution.
- Act as a trusted advisor on product and industry best practices, identifying new use cases that expand customer value within SafetyCulture.
- Proactively identify risks and obstacles to customer progress, escalating and resolving issues before they become churn signals.
- Coordinate post-onboarding handoffs to Customer Success Managers, transferring full context and insights that maintain customer momentum.
- Build and continuously improve onboarding templates and playbooks that increase efficiency and support scale as the customer base grows.
Required skills & experience
Language Skills
- Native or professional level fluency in German.
Technical Skills
- Proven track record implementing software, managing projects, or consulting in a SaaS environment. Depth and quality of outcomes matter more than years on a CV.
- Ability to use data across multiple tools to diagnose product adoption gaps and execute strategies that address them.
- Comfortable navigating tools like Jira, Salesforce, or equivalent project management and CRM platforms to manage workload and customer context.
- Project management qualification desirable; Agile or Waterfall preferred.
- Enterprise-level onboarding experience is a strong plus.
Behavioural Skills
- Exceptional communication and facilitation skills: able to train groups, lead executive conversations, and translate technical complexity into clear, actionable guidance.
- Proactive and detail-oriented; able to manage competing priorities in a fast-paced environment without losing sight of what matters to customers.
- Genuine growth mindset: actively seeks feedback, challenges the status quo, and consistently looks for ways to improve processes and outcomes.
- Strong active listening skills; able to understand customer pain points quickly and translate them into concrete next actions.
AI Skills
- Comfortable experimenting with AI tools to improve personal productivity, onboarding material quality, and customer communication.
- Demonstrates a practical, results-oriented approach to AI adoption: not just awareness, but consistent use in day-to-day work.
What success looks like
- Customers consistently reach go-live on time, with onboarding completion rates at or above team targets.
- Post-onboarding NPS and satisfaction scores reflect a positive, confidence-building experience for customers.
- CSM handoffs are seamless: Customer Success Managers receive full context and need minimal re-education to continue customer momentum.
- A library of scalable onboarding playbooks and templates is in active use, measurably reducing average time-to-value.
- Churn risk attributable to onboarding issues is materially lower, evidenced by improved early adoption metrics and customer health scores.
Key stakeholders
- Sales: deal handoff, alignment on customer goals, timelines, and expectations pre-onboarding.
- Customer Success Managers: seamless post-onboarding transition and ongoing customer health.
- Product: surfacing implementation feedback to inform roadmap priorities.
- Customers: primary delivery partner and point of contact throughout the onboarding journey.
- Customer Solutions & Implementation team: shared delivery standards, playbook development, and continuous improvement.
What we offer
- Daily breakfast and lunch cooked by our in-house chef.
- State of the art office with gym facilities, towel service and showers.
- Hackathons, workshops and Lunch & Learns.
- Organised fitness classes, EAP services and generous paid parental leave.
- Quarterly team celebrations and events.
We’re committed to building inclusive teams and cultivating a sense of belonging so our people can bring their whole authentic selves to work each day. We seek to make reasonable adjustments throughout our recruitment process to create an even playing field for all candidates. Thanks to the tireless efforts of the entire SafetyCulture team we’ve built an incredible culture which has seen us recognised as a Best Place to Work in Australia, the US and the UK.
Customer Onboarding Manager, German Speaking in Manchester employer: SafetyCulture Inc.
SafetyCulture is an exceptional employer that prioritises the well-being and growth of its employees, offering a vibrant work culture where innovation thrives. With daily meals prepared by an in-house chef, state-of-the-art office facilities, and a commitment to inclusivity, team members enjoy a supportive environment that fosters personal and professional development. As part of a mission-driven team, Account Executives have the opportunity to make a significant impact while being rewarded with equity and a genuine sense of ownership in the company's success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Onboarding Manager, German Speaking in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SafetyCulture Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SafetyCulture Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Onboarding Manager, German Speaking in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SafetyCulture Inc.:Your cover letter is your chance to shine! Tell us why you want to work at SafetyCulture Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SafetyCulture Inc.!
How to prepare for a job interview at SafetyCulture Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
