Onboarding Success Manager I in Randburg, Northern Cape at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Onboarding Success Manager I based in South Africa.

As an Onboarding Success Manager, you will be at the forefront of the customer and team member experience during the onboarding journey.
You will guide customers and their new hires from the initial onboarding request through successful engagement, ensuring every step is clear, accurate, and efficient.
Working across Legal, Sales, Product, Finance, and Operations, you will resolve complex requests and escalations while keeping the customer experience at the center.
You will combine strong communication and organizational skills with careful data management and an ability to navigate evolving processes and regulations.
The role offers significant autonomy within a globally distributed, remote-first environment built around asynchronous collaboration.
You will also contribute to improving documentation, self-service resources, workflows, and operational processes to make onboarding increasingly seamless.
This is an opportunity to help shape the future of global employment while supporting customers and talent across multiple countries.

• Own the end-to-end onboarding journey for Customers and Team Members, acting as the primary point of contact from the submission of a new hire through their successful engagement.
• Provide timely, accurate, and customer-friendly guidance through explanatory documentation, internal knowledge sources, and direct communication.
• Organize and lead meetings with Customers and Team Members to answer questions, clarify requirements, and keep onboarding activities moving forward.
• Manage custom requests and escalations, working cross-functionally with Sales, Product, Legal, Finance, and other internal teams to reach effective resolutions.
• Support contract customization activities in accordance with established internal procedures, requirements, and timelines.
• Ensure all required customer information is collected, processed, and recorded accurately.
• Maintain complete and accurate data within the employment platform to support smooth employment and a seamless customer experience.
• Follow established playbooks, processes, and best practices while identifying opportunities to improve operational consistency and efficiency.
• Create, maintain, and improve customer-facing and internal documentation explaining onboarding processes and requirements.
• Contribute to customer self-service tools and internal knowledge resources, helping customers resolve common questions independently.
• Monitor product releases and changes in global employment regulations to ensure onboarding guidance remains accurate and relevant.
• Track and work toward agreed customer experience and operational KPIs, including satisfaction-related metrics.
• Complete ongoing training and upskilling to maintain strong product, process, and global employment knowledge.
• Identify workflow and automation opportunities, including practical applications of AI, to improve productivity, customer experience, and operational excellence.

• 3+ years of experience in HR or in a customer-facing role within an HR SaaS or comparable technology environment.
• Strong customer-first mindset, with a genuine commitment to understanding customer needs and going beyond expectations to provide excellent support.
• Proven experience scheduling and managing customer meetings and maintaining productive customer relationships.
• Experience managing customer escalations and coordinating effectively with multiple internal stakeholders to resolve complex issues.
• Demonstrated ability to meet and improve customer satisfaction metrics such as CSAT or NPS.
• Experience following, maintaining, and improving operational processes to deliver a consistent customer experience while knowing when a personalized human approach is needed.
• Excellent attention to detail, organization, analytical thinking, and time-management skills.
• Outstanding written and verbal communication skills in English.
• Ability to work autonomously and effectively in a fast-paced, changing environment.
• Strong interpersonal skills, determination, persistence, and a positive, solutions-oriented attitude.
• Comfortable working remotely and collaborating asynchronously with colleagues across multiple countries and time zones.
• Genuine interest in the future of work, global employment, and the opportunity to contribute to broader social and economic impact.
• Willingness to actively explore emerging AI and workflow automation technologies and identify ways to improve processes, productivity, and operational performance.
• Experience in customer success, particularly onboarding customers onto an HR SaaS platform, is an advantage.
• Experience working with customers ranging from SMB to enterprise is a plus.
• Knowledge of employment practices and requirements across more than one country is desirable.
• Fluency in additional languages beyond English is an advantage.
• Reliable home internet connection suitable for consistent remote work.
• Ability to work from Germany while maintaining working hours within the required UTC +0 to UTC +3 range.

• Fully remote position, with the ability to work from home.
• Full-time employment.
• Fixed-term contract anticipated to run through July 2027.
• Work-from-anywhere approach, subject to authorization to work from your country of residence.
• Globally distributed and asynchronous working environment.
• 40 days of paid time off per year, including holidays and vacation, or more where locally required.
• Mental health and wellbeing support.
• Monthly wellbeing allowance that can be used across a range of eligible services and activities.
• Flexible parental leave, with at least three months of paid leave for new parents and job protection in accordance with applicable requirements.
• Work-from-home stipend to support laptop and home-office equipment.
• Opportunity to work with international teams across diverse cultures and locations.
• Opportunity to contribute to a mission focused on creating more equitable access to global employment.
• Inclusive, trust-based environment designed to support autonomy, collaboration, and professional growth.