Onboarding Manager (Remote - U.S. Only)

📍 Location: Remote (U.S. Only)
💼 Type: Full-time
💰 Compensation: $130,000 - $200,000 (subject to qualifications and experience) + equity + premium benefits

At Files.com, the role of Onboarding Manager is about impact — staying embedded in the work, coaching Onboarding Architects through live customer deployments, and turning every new customer's onboarding into a long-term success. You’ll lead the team that ensures customers launch strong, adopt quickly, and see Files.com as mission-critical infrastructure from day one.

We’re Files.com, a profitable, founder-led SaaS company powering secure file transfer and automation for 4,000+ brands you know: Marc Jacobs, GrubHub, Michelin, Hot Topic, Stamps.com, Planet Fitness, KFC, and more.

We’ve built a $35M+ business with just 70 people by hiring smart, clear-thinking communicators who act fast and own outcomes. Backed by $46.5M from Riverwood Capital, we’re scaling intentionally—and this role is a core part of that growth.

This isn’t a desk-and-reports role. As Onboarding Manager, your days are spent in the trenches with your Engineers, sharpening their skills and elevating customer outcomes.

• →Coach on Real Deployments: Shadow kickoff calls, review migration plans, and use live onboarding sessions to deliver precise, hands-on coaching that drives measurable improvement.
• →Stay Fully Immersed: Maintain situational awareness of every Engineer’s projects and milestones. Step into engagements when necessary to model best practices.
• →Diagnose & Intervene Early: Spot risks to adoption quickly, identify root causes, and coach Engineers through tactical fixes that stick.
• →Enforce Process Discipline: Uphold accuracy and rigor in onboarding playbooks, project tracking, and documentation.
• →Lead Structured Training: Run group and 1:1 sessions that translate technical frameworks and onboarding methodology into stronger customer outcomes.
• →Guide Adoption & Outcomes: Coach Engineers on accelerating time-to-value, validating secure deployments, and driving early customer success.
• →Drive Urgency & Accountability: Set the tone daily with responsiveness, clarity, and a high-performance mindset.

• Customers complete onboarding on time, fully deployed, and adoption-ready.
• Deployments are seamless, with integrations, identity, and automation running securely and at scale.
• Onboarding Engineers grow into consultative technical leaders who anticipate challenges and earn executive trust.
• Project tracking and documentation are clean, accurate, and repeatable for future engagements.
• Underperformance is addressed quickly with coaching that produces real, measurable improvement.
• Customers enter their long-term partnership with Files.com confident and committed from day one.
• You’re building the next generation of senior Onboarding Engineers and future technical leaders.

• You’ll Lead Enterprise-Grade Onboarding Engagements That Matter. Every deployment is high-stakes with global brands relying on us for mission-critical workflows.
• You’ll Build Consultative Technical Leaders, Not Script-Followers. Your team will master discovery, configuration, and adoption — not just checklist walkthroughs.
• You’ll Master the Coaching Craft on Real Deployments. You’ll diagnose skill gaps in real time and coach Engineers through live technical sessions.
• You’ll Deliver With Confidence, Backed by Engineering. No firefighting “known issues” — our product ships fast and works.
• Career-Defining Leadership Experience. You’ll refine your ability to run enterprise onboarding at scale, setting you up for Director and VP roles here or anywhere in SaaS.

• ✅ You see yourself as a coach and builder of technical leaders, not just a manager
• ✅ You thrive on being in the weeds — shadowing calls, reviewing configurations, and giving sharp feedback
• ✅ You hold high standards for accuracy, urgency, and accountability
• ✅ You’re motivated by helping Engineers grow into senior technical and customer-facing roles
• ✅ You bring energy, discipline, and a consultative mindset every day