Customer Onboarding Manager

🚀 We’re growing and we’d love you to grow with us

As a Customer Onboarding Manager, you will act as a trusted advisor to new clients during their critical post-sign-off onboarding journey, driving activation, rapid speed-to-value, and habit formation to help them 'Win & Close More Listings'. This role focuses on delivering a specialised, outcome-driven first-run experience, implementing persona-based onboarding pathways, scaling group-based training, and embedding high-quality property capture workflows into early customer operations.

Key Responsibilities:

• Persona-Based Onboarding & Fast Time-to-Value: Deliver tailored onboarding pathways to accelerate time-to-first-value and establish early user competence.
• Scalable Group Masterclasses: Transition from individualized 1:1 sessions to 1:Many webinar-style training masterclasses and self-service modules, aiming for 60% of new customers to attend a webinar within 30 days.
• Activation & Content Mastery: Guide clients through initial setup, adoption setting that personalise every property captured, dashboard configuration, and first project completion, ensuring they generate high-quality, branded media assets independently.
• Milestone Automation & Workflow Integration: Map onboarding triggers communications around project milestones (e.g., post-capture congratulations) and guide clients on leveraging content across marketing, social media, and CRM workflows.
• Salesforce & Operational Tracking: Maintain accurate client records, onboarding milestone completion, and activity logs within Salesforce to track time-to-value (TTV) and early activation metrics.

What Success Looks Like:

• Accelerating value realization post-sale and guaranteeing a seamless, outcome-driven onboarding experience within the first 30–90 days.
• Establishing proactive milestone communication that keeps clients informed and engaged through product innovations and masterclass events.
• Bridging the gap between a signed contract and long-term product habit formation to secure baseline account health.
• Utilizing 1:Many webinar formats and self-serve instructional content to efficiently upskill customers at scale while maintaining high engagement standards.

Role Expectations:

• Early Activation & Onboarding: Ability to build trust quickly, reduce initial friction, and foster user competence within early onboarding milestones.
• Metrics & Retention Focus: Strong understanding of Time-to-Value (TTV), First Project Completion rates, and early drop-off indicators that impact Gross/Net Revenue Retention.
• Content & Workflow Enablement: Aptitude for instructing clients on creating differentiated, high-quality media outputs and embedding them into daily listing workflows.
• Adaptability & Scale Mindset: Thrives in a fast-paced environment, creating structured, scalable operating procedures to manage growing customer volumes.

Core Impact:

• Activation & Time-to-Value: Directly accountable for minimizing time-to-first-value and achieving milestone completion targets across all onboarding cohorts.
• Value Realization & Adoption: Ensuring every new client rapidly integrates Giraffe360 technology into daily property capture workflows within their first project cycles, unlocking measurable marketing outcomes.
• Customer Advocacy & Handover: Building strong foundations that foster brand advocacy and enable smooth transitions to ongoing Customer Success management.

What we offer:

• Competitive salary with quarterly bonus
• Hybrid working – 2 days per week in our city-centre office (Mondays & Thursdays)
• 25 days annual leave plus bank holidays
• Paid day off for your Birthday
• Enhanced parental leave and pay
• Private Health Insurance
• Regular team socials and events
• Training, development, and genuine career progression opportunities

About Giraffe360:

Giraffe360 is a fast-growing technology company helping real estate professionals create beautiful property content with ease.

Our platform combines specialist hardware, AI, and subscription-based services to produce property photography, floor plans, virtual tours, and listing content quickly and consistently.

We work with real estate businesses across multiple markets and are continuing to expand internationally, with growing teams across the UK, US, and Europe.

✨ Ready to join us?

Apply today and help us build the finance function that supports Giraffe360’s next stage of growth.