Manager, Onboarding & Training

Description

Raken is a cloud-based, mobile, collaboration platform for the construction industry — we empower the people who build the world! Our goal is to transform the way the world builds by introducing technology to a 7,000 year old industry. To achieve this, we aim to attract unique, passionate people to the cause. We believe that faster, better reporting will improve the working lives of nearly 10% of the US labor force—the percentage of people currently working in construction. Helping turn the worst part of their day into the easiest (and fastest) is why we do what we do! We work with Commercial, Residential, and Specialty Contractors of all shapes and sizes; including many of the largest construction companies in the world.

We are looking for a Manager, Onboarding & Training to join our startup that has the #1 app in one of the largest industries in the world.

The Manager, Onboarding & Training leads Raken's team of 6 Onboarding & Training Specialists and owns the most critical phase of the customer journey: getting new customers live, adopted, and set up for long-term success. You will build and run the onboarding program that turns every new contract into a healthy, retained account. 

This role blends people leadership, process design, and hands-on technical credibility. You will coach your team through complex implementations, set the standard for how Raken trains customers, and partner with Sales, Account Management, Product, and Customer Success leadership to drive time-to-value, adoption, and retention. You will report to the VP of Customer Success. 

This is a hybrid role, we are seeking candidates near Carlsbad, CA who have the ability to come into the office 1-2x per week.

This is an exempt position.

Why Join Raken?

• Raken is a fast-growing SaaS company based in Carlsbad, California, serving thousands of customers worldwide.
• We have received numerous awards, including recognition on Forbes’ America’s Best Startup Employers, the Inc. 5000 List of Fastest Growing U.S. Companies, and Top Workplaces in California.
• We have continued to be recognized as a proud winner of the Best and Brightest Companies to Work For awards in both Southern California and the Nation since 2021.
• Raken is consistently rated a High Performer for construction management solutions on leading review platforms such as G2, Capterra, and Software Advice, and we are recognized by G2 year after year.
• Our culture is a top priority. We have a hardworking team that strives to make a meaningful impact and enjoys having fun along the way.
• Our core values guide everything we do: Take Ownership, Keep Evolving, Stay Balanced, Elevate Others, and Let’s Go!

If you are a driven individual who wants to make an impact at a company that truly values its culture, employees, and customers, Raken is the place for you.

Role Responsibilities:

Lead the team 

• Lead, coach, and develop an established team of 6 Onboarding & Training Specialists through weekly 1:1s, call reviews, and clear career paths 
• Set individual and team goals, manage performance, and hold the team accountable to measurable outcomes 
• Balance workload and assign new customers by segment, complexity, and capacity 
• Step in on escalations and complex implementations as a senior technical and customer-facing resource 

Own the onboarding program 

• Own the end-to-end onboarding process, from sales handoff and kick-off call through full adoption in the first 90 days 
• Build and continuously improve onboarding playbooks, training curriculum, and templates for each customer segment and product 
• Define and report on onboarding KPIs — time-to-first-value, time-to-live, 90-day adoption, onboarding CSAT, and early churn 
• Drive automation and tooling improvements (Salesforce, Excel macros, in-app guides) to scale the team and best support new customers

Partner across the business 

• Partner with Sales on clean handoffs, accurate scoping, and realistic customer expectations 
• Partner with Account Management to deliver ongoing training for customers who buy new products or add new team members 
• Flag at-risk new customers early and lead mitigation plans with Account Management 
• Bring customer feedback to leadership and keep the team trained on new releases 
• Report onboarding performance and trends to Customer Success leadership 

Requirements

Skills, Qualifications and Attributes:

• A positive, hands-on leader who sets a high bar and is a great teammate
• 5+ years in SaaS onboarding, implementation, or customer-facing roles
• 2+ years directly managing a team of onboarding, implementation, training, or CS professionals
• Track record of building or scaling an onboarding program with measurable gains in time-to-value, adoption, or retention
• Strong technical aptitude: comfortable with integrations, configuration, and data/reporting workflows; Excel macro or automation experience a plus
• Excellent written and verbal communication, with the presence to lead executive-level customer meetings and escalations
• Strong presentation and training skills, with the ability to coach others to deliver great training
• Data-driven: comfortable setting KPIs, building reports in Salesforce or similar, and acting on what the numbers show
• Highly organized and able to oversee dozens of concurrent onboarding projects across the team

Ideal Qualifications:

• Experience in construction technology or with field-based customers
• Spanish fluency is a bonus

Benefits:

• Medical, dental and vision with generous employer contribution
• HSA/FSA
• Life/LTD
• Generous PTO
• 12 Paid Holidays
• 401k + Match
• Continuing education
• Free on-site gym
• Monthly Social Events
• Excellent company culture
• Modern office with Ocean view and amenities

Diversity and Inclusion

We are committed to cultivating and preserving a culture of inclusion and connectedness. We are able to grow and learn better together with a diverse team of employees. The collective sum of the individual differences, life experiences, knowledge, innovation, self-expression, and talent that our employees invest in their work represents not only part of our culture but is a key contributor to our success. We welcome the unique contributions that you can bring in terms of education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, color, religion, disability, sexual orientation and beliefs.

Want to learn more about us? Visit: http://www.rakenapp.com