Onboarding Manager (Client Services)
WFA Digital Insight
As the demand for seamless customer onboarding experiences grows, companies like CINC are looking for skilled Onboarding Managers to lead the charge. With the real estate technology sector expanding rapidly, professionals with expertise in HubSpot and Excel are in high demand. CINC, backed by Fidelity National Financial, offers a unique opportunity to work with innovative technology and a passionate team. Before applying, candidates should be aware that this role requires strong operational instincts, excellent communication skills, and the ability to drive results-oriented teams. With the right skills and experience, this role can be a launchpad for a successful career in client services and onboarding management.
Job Description
About the Role
The Onboarding Manager role at CINC is a critical position that leads, coaches, and develops a team of Onboarding Advisors responsible for ensuring customers successfully launch and adopt the Real Geeks platform. As the operational anchor of the department, the Onboarding Manager will drive key performance indicators, keep advisors unblocked, handle client escalations, and ensure every new customer receives the momentum and support they need to succeed. This role reports to the Director of Onboarding, Training & Engagement and is built for someone who cares about people, process, and performance.The Onboarding Manager will be expected to understand the onboarding process deeply, identify process gaps, coach team members, listen to calls, recognize training needs, and help drive stronger results across implementation, early retention, and customer engagement. The ideal candidate will be detail-oriented, competitive, and comfortable interpreting data to inform decisions.
The Real Geeks platform is designed to help ambitious agents and small teams accelerate their business growth through innovative technology. As part of the CINC team, the Onboarding Manager will be working with a passionate team that is connected by a shared mission to make customers successful.
What You Will Do
- Lead and develop a team of 6-10 Onboarding Advisors to ensure high performance, accountability, and consistent customer experience
- Oversee day-to-day onboarding operations to ensure advisors follow the correct process for all clients and that all clients have an exceptional experience
- Monitor advisor pipelines daily to ensure customers stay on track and milestones are hit on schedule
- Jump into client-facing escalations when needed with calm, clarity, and efficiency
- Identify operational bottlenecks and optimize processes to increase advisor capacity and speed-to-value
- Forecast implementation and churn trends using historical data and advisor performance insights
- Partner closely with Training, Support, MLS, and Engagement teams to ensure a seamless cross-departmental customer experience
- Maintain accurate data across HubSpot, internal tracking tools, and other platforms
- Drive continuous improvement, remove roadblocks, and introduce better workflows, templates, and playbooks as the onboarding program evolves
- Own or contribute to the improvement of key onboarding metrics, including implementation speed, NPS/CSAT, early churn, and eNPS
What We Are Looking For
- 3+ years of people management experience leading onboarding, customer success, or customer-facing teams
- Direct experience in real estate or real estate technology preferred
- Strong operational instincts and the ability to keep a fast-moving team organized and focused
- Experience reading data, identifying trends, forecasting risk, and making decisions rooted in numbers
- Ability to de-escalate frustrated clients with professionalism and confidence
- Comfort working in a high-speed SaaS environment with constantly evolving processes
- HubSpot experience is a plus
- Excellent written and verbal communication skills
- A servant-leadership approach, leading by lifting others up and blending accountability with encouragement
Nice to Have
- Experience with real estate technology platforms
- Knowledge of sales and marketing principles
- Certification in project management or a related field
- Experience with data analysis tools and platforms
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a passionate and innovative team
- Remote work options and flexible scheduling
- Professional development opportunities and training
- Access to the latest technology and tools
- Collaborative and dynamic work environment
- Recognition and rewards for outstanding performance
- Comprehensive health insurance and wellness programs
- Generous paid time off and holiday policy
How to Stand Out
- Tip: Develop a strong understanding of HubSpot and Excel to stand out as a candidate, and be prepared to provide examples of how you've used these tools in previous roles.
- To succeed in this role, focus on building a strong team culture and encouraging open communication among your advisors.
- When applying, tailor your resume and cover letter to highlight your experience in onboarding, customer success, or customer-facing teams, and be specific about your achievements.
- Prepare to discuss your approach to data-driven decision making and how you've used data to inform your decisions in previous roles.
- Be ready to provide examples of how you've handled difficult client escalations and how you've driven process improvements in previous roles.
- Research CINC and the Real Geeks platform to understand the company's mission, values, and products, and be prepared to discuss how you can contribute to the team's success.
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