Customer Onboarding Manager in Sydney

Mitti by SafetyCulture is a global tech company that builds tools for the three billion frontline workers who keep the world moving. Every permanent team member gets equity, so when we grow, you do too. As a Customer Onboarding Manager at Mitti, you’ll play a key role in helping every new customer get up and running quickly, confidently, and successfully.

You’ll lead structured, scalable onboarding experiences that help customers reach their first value moment sooner, while reducing early churn risk and setting the foundation for long-term success. Working within our Customer Solutions & Implementation team, you’ll be the driving force behind delivering an exceptional onboarding experience as we continue to grow.

How you will spend your time:

• Own and deliver end-to-end onboarding plans for each customer, aligning Sales, Product, and Customer Success on goals, timelines, and success criteria.
• Lead kick-off meetings and guide stakeholders through onboarding milestones, providing a clear roadmap with defined accountability at each stage.
• Project manage multiple concurrent customer implementations, maintaining momentum and surfacing blockers early.
• Serve as the primary point of contact during onboarding, ensuring timely configuration, training, and go-live execution.
• Act as a trusted advisor on product and industry best practices, identifying new use cases that expand customer value within Mitti.
• Proactively identify risks and obstacles to customer progress, escalating and resolving issues before they become churn signals.
• Coordinate post-onboarding handoffs to Customer Success Managers, transferring full context and insights that maintain customer momentum.
• Build and continuously improve onboarding templates and playbooks that increase efficiency and support scale as the customer base grows.

About you:

Technical Skills

• Proven track record implementing software, managing projects, or consulting in a SaaS environment.
• Ability to use data across multiple tools to diagnose product adoption gaps and execute strategies that address them.
• Comfortable navigating tools like Jira, Salesforce, or equivalent project management and CRM platforms.
• Project management qualification desirable; Agile or Waterfall preferred.
• Enterprise-level onboarding experience is a strong plus.

Behavioural Skills

• Exceptional communication and facilitation skills: able to train groups, lead executive conversations, and translate technical complexity into clear, actionable guidance.
• Proactive and detail-oriented; able to manage competing priorities in a fast-paced environment.
• Genuine growth mindset: actively seeks feedback, challenges the status quo, and consistently looks for ways to improve processes and outcomes.
• Strong active listening skills; able to understand customer pain points quickly and translate them into concrete next actions.

AI Skills

• Comfortable experimenting with AI tools to improve personal productivity, onboarding material quality, and customer communication.
• Demonstrates a practical, results-oriented approach to AI adoption.

More than a job:

• Equity with high growth potential, and a competitive salary.
• Flexible working arrangements.
• Access to professional and personal training and development opportunities.
• Hackathons, Workshops, Lunch & Learns.
• In-house Culinary Crew serving up daily breakfast, lunch and snacks.
• Wellbeing initiatives such as EAP services and generous parental leave policy.
• Quarterly celebrations and team events.
• On-site gym, table tennis, board games, books library, and pet-friendly offices.

We’re committed to building inclusive teams and cultivating a sense of belonging so our people can bring their whole authentic selves to work each day.