Onboarding & Product Growth Manager, Popshoplive

As our Onboarding & Product Growth Manager for our Popshoplive product, you will be responsible for creating,optimizing, and managing a scalable onboarding process for our customers in order to enhance customer adoption and satisfaction. This role requires coordination and effective communication with multiple cross-functional teams while managing project timelines, all while ensuring customers have a successful and positive onboarding experience. This position plays a key role in driving customer retention, product adoption, and long-term client success.

The role reports to our Chief Product Officer and is a fully remote position based in the US with occasional travel. Preferably this person is based out of the LA area. 

Main Responsibilities

• Develop and implement a comprehensive, scalable onboarding strategy and work with Product & Engineering to enhance the overall customer experience, increasing customer retention and product adoption 
• Analyze and assess the end to end customer journey, identifying key touchpoints and potential friction points; Develop key strategies and motions to reduce friction points and drive retention
• Design and optimize onboarding processes and customer journey post sign-up to ensure that clients can effortlessly navigate and adopt our platform without the need for human intervention
• Develop and execute optimization plans to continuously improve customer journey (via experimentation and AB testing) from sign-up to product utilization, ensuring a continuous cycle of testing and optimization
• Develop and deliver educational content, tutorials, and resources to empower customers to self-serve and find value in the product independently.
• Stay informed about industry best practices and emerging trends to incorporate into onboarding strategies.
• Ability to successfully communicate and collaborate with multiple different departments and segments of the company
• Conduct webinars and demos for customers 

Qualifications & Skills

• At least 3-5+ years of proven experience building scalable velocity motion customer onboarding cycles and product led growth in a SaaS environment; preferably e-commerce
• Significant experience working at the intersection of marketing, product management, design, and customer success.
• Strong understanding of the nuances of showing how a feature works vs teaching someone to use that feature 
• Proven ability to lead, manage and develop a team 
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to leverage data to drive decisions.
• Strong inquisitive skills combined with excellent time management and prioritization capabilities 
• Ability to direct work with a bias towards action
• Extremely strong written and verbal communication skills
• Relevant industry experience in online retail and social commerce
• Strong project management and organizational skills
• Experience with ecommerce and understanding of the complete order lifecycle is a plus.
• Experience with live selling, even as a consumer is a plus. 
• Social media marketing experience and understanding customer acquisition and retention channels/strategies is a plus.

Compensation

The base salary for this role is expected to be in the $110,000 - $140,000 range. Exact compensation may vary based on skills, experience, and location.

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