12twenty is the leading platform for employers to connect with elite early career professionals. Our community includes millions of students, recent graduates, and alumni from top business schools, law schools, and universities around the world. We take pride connecting our community of candidates with recruiters from top companies across industries. Come join our fast growing organization!
About the role
The Manager of Implementation & Onboarding leads 12twenty's team of four onboarding specialists and owns how every university partner gets from signed contract to confident, active use of the platform. You'll run the onboarding portfolio day to day: setting timelines, removing blockers, handling escalations, and making sure accounts move out of onboarding on schedule and in good health.
This is a hands-on leadership role. You'll coach a team with a mix of experience levels, build and continually improve the processes they work from, and partner closely with Sales, Account Management, Support, and Product so customers never feel a handoff. This position is fully remote.
Your role
Lead and develop the team
- Manage, coach, and develop a team of four onboarding specialists, from newer team members to experienced implementers.
- Assign and balance account portfolios based on capacity, complexity, and each person's strengths.
- Run weekly team meetings and regular 1:1s; set clear goals and give direct, timely feedback.
- Onboard and ramp new team members, and support hiring as the team grows.
Own timelines and portfolio health
- Own the onboarding portfolio from contract execution through initial adoption, with clear milestones for every account.
- Run a weekly portfolio review to track progress, surface at-risk accounts, and get stalled implementations moving.
- Hold the team accountable to time-to-value and on-time graduation from onboarding.
- Step in directly on complex, high-visibility, or at-risk implementations when needed.
Manage escalations
- Serve as the escalation point for customer issues, scope disputes, delays, and technical blockers during onboarding.
- Partner with Support, Product, and Engineering to resolve configuration, SSO, integration, and data issues quickly.
- Communicate clearly and confidently with university leadership when timelines or expectations need to reset.
Build and improve process
- Create, document, and refine the onboarding playbook: kickoff, project plans, training schedules, configuration, data setup, and go-live.
- Standardize templates, checklists, and handoff criteria so every customer gets a consistent experience.
- Build scalable, self-guided training resources and decide when to use them versus live sessions.
- Use customer feedback, CSAT, and onboarding health data to drive a continuous improvement cycle.
Partner across the customer journey
- Own a clean handoff from Sales into onboarding and from onboarding to Account Management.
- Share customer feedback and product gaps with Product and leadership.
- Report on onboarding metrics to the Director of Customer Success and contribute to broader CX initiatives.
- Continually surprise and delight customers with a proactive, customer-centric attitude.
- Other duties as assigned.
Your experience
- Bachelor's degree preferred.
- 5+ years in SaaS onboarding, implementation, or customer success, or comparable experience in a university career services center paired with SaaS implementation work.
- 2+ years leading people or teams, formally or as a team lead, including coaching and performance conversations.
- A track record of managing multiple concurrent implementations to on-time delivery.
- Experience building or overhauling an onboarding or implementation process, not just running one.
- Calm, credible handling of escalations with customer stakeholders, including senior leaders.
- Clear communication across every channel (Slack, Jira, Salesforce, Zoom, etc.).
- Fluency with cloud-based tools and the ability to learn new technology quickly.
- Exceptional organization and judgment, comfort with ambiguity, and the ability to set priorities with minimal guidance.
- Experience leading a remote team.
Bonus points
You have one or more of the following:
- Formal project management experience or certification (PMP, CAPM, or similar)
- Salesforce, plus a customer success platform such as Totango or Gainsight
- SSO integrations (SAML, Shibboleth) and other technical implementation work
- Testing APIs with Postman
- Advanced Excel skills
- Experience in higher education or career services technology
What success looks like
- First 30 days: You know every account in the onboarding portfolio, its status, and its risks, and you've met 1:1 with each team member.
- First 60 days: A weekly portfolio review and escalation path are running, and stalled accounts have a recovery plan.
- First 90 days: A documented onboarding playbook with clear milestones and handoff criteria is live, with metrics reported regularly.
Ongoing, you'll be measured on time to go-live, on-time graduation from onboarding, onboarding health scores, CSAT, and the growth of your team.
Team values
- Communication: Offer suggestions, ask questions, be open; give and expect honesty, transparency, empathy, and respect.
- Collaboration: Work together to find the best solutions.
- Continuous learning and improvement: Always look for opportunities to improve yourself and our product, code, and team.
You'll understand and exemplify 12twenty's values, and model them for your team.
The annual compensation range for this position is listed above. This salary range is an estimate, and the actual salary may vary based on company compensation practices, job related skills, depth of experience, relevant certifications and trainings, in addition to geographic location.
In addition to the range below, US employees are eligible for equity. Employees in this position are also eligible to participate in the Company’s standard benefit programs, which currently include the following: medical, dental, and vision benefits, 401(k), and paid time off.
Benefits & Perks:
- Competitive salary
- Generous PTO policy
- Full benefits, including 401(k)
- Regular team happy hours and activities
- Remote work flexibility
12twenty is an enterprise level talent acquisition platform connecting the world’s largest employers with students and alumni from top business schools and other graduate level institutions. The market for talent, especially highly qualified talent, continues to grow more and more competitive. 12twenty’s unique position as the connection between students, schools, and employers has fueled our rocketship growth. Come be part of our journey!
12twenty offers competitive salary and stock options and an amazing team to innovate and collaborate with. We love what we do, we embody a passion for continuous improvement, and we support each other to be excellent!
Check out a video from a recent user conference: https://vimeo.com/1205520510
