Customer Onboarding Manager

Scoro
is a professional services automation (PSA) software that helps agencies, consultancies, and professional service businesses to gain visibility, boost profitability, and standardize operations.

About the Role

As a
Customer Onboarding Manager
, you'll play a key role in setting new customers up for long-term success with Scoro. You'll guide them through a smooth onboarding process, drive product adoption, and ensure they start seeing value from day one. Your focus will be on managing onboarding projects, optimising workflows, and building strong client relationships.

You'll work closely with Sales, Customer Success, Product, and Support teams to deliver a seamless, high-quality experience for every new customer.

The ideal candidate has
proven experience in Project Delivery and/or Customer Success
within a SaaS environment, excellent communication skills, and strong commercial awareness. You should feel confident collaborating with cross-functional teams across multiple regions and time zones.

This role is open to candidates based in
Estonia or Latvia
. Flexibility is required to
support projects in the Australia and New Zealand time zones.

Learn more about the Service Delivery Division in
this blog post
featuring our hiring manager, Loore.

What will you do?

• Onboarding Expert:
  Lead customer onboarding, ensuring projects run smoothly and meet key milestones. Provide executive support for critical issues and drive customer growth through strategic initiatives.
• Flexible Hours to Manage Your Portfolio:
  Ability to adjust and work across multiple time zones, supporting projects in Europe, Australia, New Zealand, and occasionally the US.
• Client Relationship Management:
  Serve as the primary point of contact during onboarding, fostering strong relationships with new customers and guiding them through the setup process. Share best practices, monitor progress, and ensure smooth adoption for long-term success.
• Collaboration & Teamwork:
  Work closely with Sales, Product, Customer Success and Support to ensure a seamless customer experience. Foster a collaborative team environment and adapt to global time zones as needed.
• Continuous Improvement & Risk Management:
  Identify opportunities to improve processes, track customer satisfaction, and proactively manage risks to enhance efficiency and prevent churn.
• Financial Ownership & Forecasting:
  Oversee onboarding revenue, retention, and portfolio growth while ensuring accurate forecasting and effective resource planning.

Here's what awaits you at Scoro:

• Possibility to Make an Impact:
  Work on a meaningful, globally used product that helps businesses streamline their workflows and achieve more.
• Stock Options Package
  : Be part of Scoro's growth and share in our success.
• Health Benefits
  : Three paid medical days, health insurance or Stebby compensation, and covered mental health services.
• Hybrid Work:
  You can work from our Tallinn office or remotely – whichever suits you best.
• Annual Leave:
  28 working days per year – that's over 5 weeks of paid time off.
• Loyalty Days
  : 1-5 extra holiday days per annum based on tenure.
• Continuous Learning
  : Invest in your growth with trainings, an individual budget for books and courses, and unlimited access to Udemy.
• Community and Activities
  : Connect with teammates through on-site and hybrid events, employee-led initiative groups, and fun sports activities.
• Global Gatherings
  : Meet the entire Scoro team at our bi-annual company-wide events in Tallinn.
• Unique Company Culture
  : A diverse international team where trust, teamwork, and laughter go hand in hand. Get a glimpse of the vibe on
  Instagram
  and
  Scoro's Blog
  .
• Monthly Gross Salary
  : The range is
  euros
  , depending on experience, plus an additional bonus of 10% based on individual and team performance.

You'd be a great fit if you have:

• 3+ years of experience
  in
  project delivery and customer onboarding in a SaaS company
  , working with enterprise, mid-market, or SMB/XS accounts to drive adoption.
• A
  strong understanding of service management frameworks
  and best practices to enhance customer success and operational efficiency.
• Excellent communication, interpersonal, and negotiation skills
  to build meaningful relationships and support customer growth.
• Commercial and analytical acumen
  to identify opportunities, foster long-term customer success, and drive retention.
• The ability to
  work independently and collaboratively
  in a supportive team environment.
• Strong problem-solving and decision-making skills
  , with a proactive and solutions-focused approach.
• A
  proactive mindset
  that fosters teamwork, accountability, and continuous learning.
• Great time management skills
  to balance priorities while maintaining a healthy work-life balance.
• Strong product presentation skills
  to effectively demonstrate value.
• Fluency in English
  (both written and spoken) is essential.

Bonus points for:

• Experience with tools like Zendesk, Planhat, or other
  customer success platforms
  .
• Background in the
  agency sector
  .
• Sales or pre-sales experience
  that supports customer growth.

What happens next?

If you're curious to learn more about our recruitment process and what we look for in candidates, check out our blog post:
How We Recruit at Scoro: A Sneak Peek Inside
.

Please know that at Scoro, we're an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.