Manager, Onboarding
We're looking for a Manager of Onboarding to join our growing Client Success org. Our clients are some of the top real estate professionals in the world, and the onboarding experience is the first chapter of their relationship with LP. As Manager of Onboarding, you'll lead the team responsible for taking clients from kickoff through launch — and you'll be accountable for the speed, quality, and experience of that journey.
In this role, you'll be counted on to develop and coach your ICs, drive performance against clear metrics, and build a team culture where accountability and growth go hand in hand. To be successful, you'll need to be operationally sharp, deeply client-focused, and the kind of leader people genuinely want to follow.
Essential functions of the role include:
Leading and developing a team of Onboarding ICs who manage the client journey from kickoff through website or app launch
Running structured bi-weekly 1:1s, delivering actionable feedback, and building personalized development plans for each IC
Monitoring key metrics daily — launch volume, time to launch, CSAT, and Pre-Launch Churn MRR — and taking proactive action when something is off
Managing client escalations with urgency and good judgment, knowing when to step in directly and when to coach your team through it
Driving quarter-over-quarter improvement in backlog age, time to launch, and pre-launch churn
Partnering cross-functionally with Product Fulfillment, Sales, Client Success, and Engineering to eliminate handoff friction and close feedback loops
Owning the new hire experience — delivering a structured 30/60/90 onboarding plan that drives new ICs to full productivity by Day 90 or sooner
Using data to identify workflow gaps, drive process improvements, and maintain clear internal documentation
Leading or contributing to at least one high-impact project per quarter that advances onboarding efficiency or client experience
You're gifted at:
Coaching people — you know how to develop ICs, not just manage them, and your team grows faster because of it
Reading metrics quickly and knowing what they're telling you about your team, your clients, and your processes
Staying calm under pressure and making clear decisions even when the picture isn't fully formed
Turning frustrated clients into retained ones through empathy, directness, and follow-through
Building cross-functional trust — other teams want to work with you because you close the loop and do what you say
Communicating clearly up, down, and sideways — your team always knows where they stand and what's expected
Documenting as you go — you leave things better than you found them and your team doesn't have to guess how things work
Modeling LP values in how you show up every day, especially when it's hard
You have:
3+ years in a client-facing operations, onboarding, or implementation role
1+ years managing and leading a team in a metrics-driven environment
A proven track record of hitting team targets and improving performance over time
Experience working cross-functionally in a fast-moving, high-growth company
Comfort building and tracking KPIs in spreadsheets or BI tools
Familiarity with CRM and project management tools — and a track record of learning new systems quickly
A high bar for quality and a bias for action when things aren't working