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About the Role

As the Customer Onboarding Manager, you will lead a team of Onboarding Specialists to ensure new PropertyMe customers have fast, confident, and successful onboarding experiences. This leadership role involves setting standards, owning key metrics, and collaborating cross-functionally to enhance the customer and team experience. You should be comfortable leading from the front, developing people, and using data to drive decisions.

Responsibilities

Lead and develop a team of Onboarding Specialists through regular 1:1s, clear goal-setting, and performance conversations.
Coach for quality by reviewing calls and onboarding touchpoints, providing direct feedback.
Build team capability through targeted coaching, training, and development initiatives.
Participate in recruiting, interviewing, and onboarding new team members.
Foster a high-performance culture by setting clear expectations and addressing underperformance.
Track and report on key team metrics, diagnosing trends and translating data into actionable insights.
Present team performance, pipeline, and improvement initiatives to leadership.
Manage workload distribution and adjust team allocation to keep projects on track.
Define and maintain onboarding playbooks, templates, and frameworks.
Identify and lead initiatives to address bottlenecks and improve processes.
Ensure customers are well-configured, trained, and documented at handoff.
Set standards for CRM and onboarding tool usage and ensure team accountability.
Partner with Sales to ensure clean and informed customer handoffs.
Align with Customer Success on handoff standards and share onboarding insights.
Systematically surface onboarding friction, product gaps, and customer feedback to inform the product roadmap.
Represent the onboarding function in cross-functional forums to advocate for resources and improvements.

Requirements

Experience leading a customer-facing team with direct report management experience.
Comfortable with the full scope of people management, including coaching and performance conversations.
AI-first mindset with experience using AI tools and strategic thinking for optimization.
Background in customer onboarding, implementation, or customer success in a SaaS or technology environment.
Strong data literacy, comfortable owning metrics, building reports, and using data for decision-making.
Structured, process-oriented thinker capable of designing and improving repeatable systems.
Excellent communication skills: clear and direct with the team, credible and composed with stakeholders.
Genuine developer of people, investing in team growth and holding a high bar for quality.
Comfortable operating in a cross-functional environment and influencing without authority.

Skills

People Management
Coaching
Performance Management
Data Analysis
Process Improvement
Communication
Cross-functional Collaboration
AI Tools
SaaS
Customer Onboarding
Implementation
Customer Success

Location

Sydney CBD

Work Type

Hybrid work environment (2 days from the office)

Experience Level

Leadership experience
Experience managing direct reports

Benefits

Nurturing and empowering team environment
Hybrid work environment
Beautiful offices in Sydney CBD
High autonomy and recognition
Vibrant culture with regular events
Fully stocked kitchen
Job security

About the Company

PropertyMe is Australia’s leading cloud-based property management platform.
Trusted by over 6500 agencies across Australia and New Zealand.
Manages over 1.8 million properties.
Offers a complete end-to-end solution including CRM, payments, leasing, and sales.
Customers stay due to product and experience, not contracts.
Focuses on the importance of the first impression (Onboarding).