Customer Onboarding Manager

Opportunity As part of the Customer Activation team, your primary goal is to drive customers to go live as quickly as possible and start deriving real value from the platform. You will own the complete onboarding journey — from sales handover to successful go-live — ensuring customers are not just trained, but are actively using the system independently. This role is not limited to training. It involves driving adoption, removing blockers, enforcing timelines, and ensuring customers reach defined success milestones. Responsibilities Take complete handover from Sales by thoroughly understanding the customer persona, business model, pain points, and expectations. Define and own the onboarding plan by clearly outlining milestones, timelines, training schedules, and go-live targets, and ensure alignment with the customer. Guide users on product features and train them to use the system effectively, ensuring they are able to operate it independently without external support. Ensure the customer achieves early value by driving them to actively use the platform and realize its practical benefits within the first few weeks. Evaluate customer usage patterns and proactively identify opportunities for deeper adoption of relevant features. Build and maintain onboarding assets including setup guides, training videos, SOPs, and checklists to improve consistency and scalability of the onboarding process. Rigorously measure and continuously reduce time to first order, time to go-live, and drop-offs during the onboarding journey. Provide structured and actionable feedback to Product, Engineering, Sales, and Support teams based on onboarding insights and recurring issues. Handover customers to the Customer Success and Support teams only after successful onboarding completion, ensuring a smooth and complete transition. Continuously build product knowledge and improve internal processes by identifying bottlenecks and driving improvements. What you can expect in the next 12 months Within 1 month You should have built a strong understanding of the laundry/dry cleaning domain, the QDC product, and the onboarding processes we follow. You will shadow multiple onboarding journeys and participate in at least 3 onboarding cycles through a buddy system. You should spend time at a live laundry store to understand real operational workflows and challenges. You will also spend time with the technical support team to understand common issues and resolutions. You are expected to build strong internal relationships by interacting with cross-functional teams and understanding how different functions work together. Within 3 months You should be able to manage onboarding for assigned customers with minimal support, aligned with defined service level expectations based on customer type. You will be responsible for ensuring customers complete setup and start using the platform. You should be able to handle most product-related queries independently and drive customers toward achieving…