Onboarding Team Manager Customer Success · Poland, Gdansk, Sweden, Malmö (HQ)

Imagine the frustration of a customer finding a business closed, despite online information stating otherwise. At PinMeTo, we’re solving that very problem. We provide a powerful SaaS platform that empowers multi-location businesses to be accurately found and verified across major online platforms.

If you're ready to lead a key function, empower people, and build scalable processes for the future, we want to hear from you! Join us as Customer Onboarding Manager and play a vital role in setting our customers, and our team, up for long-term success.

About the role
As Customer Onboarding Manager, you will lead and develop the Customer Onboarding team, owning its goals, processes, and people. Beyond running today's team well, this role is about building a stronger organisation for tomorrow: growing team members, sharpening processes, and ensuring Customer Onboarding scales seamlessly as PinMeTo grows.

Reporting directly to the Head of Customer Success, this role combines people management (approx. 70%) with operational and customer-facing support (approx. 30%). Rather than managing standard onboarding flows, your hands-on focus will be on supporting large strategic accounts, navigating complex Sales handovers, and driving cross-functional improvements where your expertise creates maximum impact.

Key Responsibilities
People & Functional Leadership (˜70%)

• Act as direct manager for the Customer Onboarding team, taking full ownership of recruitment, hiring, performance evaluations, and salary reviews.
• Provide continuous coaching, mentoring, and clear career development plans to help team members grow.
• Set team goals, KPIs, and operational standards, ensuring high-quality onboarding processes from kickoff to completion.
• Foster a collaborative environment with strong knowledge-sharing and clear ways of working.
• Serve as the team’s voice and main contact towards internal departments, including Sales, Customer Success, and Finance, as part of the CS Management team.

Building for Tomorrow & Scaling

• Develop team capabilities and onboarding playbooks so the team can efficiently handle higher volume and greater complexity as PinMeTo scales.
• Partner with Sales leadership to optimize the Sales-to-Onboarding handover process.
• Drive cross-functional improvements that elevate the end-to-end customer journey.

Strategic Hands-On Onboarding (˜30%)

• Support end-to-end onboarding for large or strategic new enterprise customers.
• Step in on complex, high-risk account setups and Sales handovers where strategic structure drives customer ROI and long-term retention.
• Stay close enough to daily operations to identify trends, coach on live customer cases, and maintain deep credibility with your team.

Your profile

• Strong experience as a Customer Onboarding Specialist or similar customer-facing role within a SaaS environment, with a proven track record of handling complex setups and high-value accounts.
• A natural drive for leadership, coaching, and supporting colleagues. You are ready and eager to step into your first formal people management role.
• Deep understanding of onboarding methodologies, playbooks, and how to create smooth transitions from Sales to Customer Success.
• Excellent communication and interpersonal skills, with the ability to build trust across teams (Sales, CS, Finance) and advocate for your team’s needs.
• Strategic and process-oriented mindset: you naturally spot patterns, love improving ways of working, and think about how to scale operations.
• Fluency in English (written and spoken) is required.

Nice to have:

• Informal leadership experience (e.g., mentoring new colleagues, leading internal projects, or acting as a point of contact for team processes).
• Deep knowledge of PinMeTo’s platform, products, and customer journey.

What we offer
At PinMeTo, you’ll experience a Swedish business culture characterized by a flat hierarchy, open communication, and high trust. We value initiative, continuous learning, and celebrating shared achievements together.

You will join an international, welcoming team that values diversity and personal growth. Beyond offering a dynamic environment where your voice genuinely shapes our growth, we provide competitive benefits, flexibility, and a focus on long-term well-being.

Do you want to join a leading SaaS company with ambitious goals and help shape the future of local digital marketing? Then we’d love to get to know you!

Department

Customer Success

Locations
Poland, Gdansk, Sweden, Malmö (HQ)

Contact Linnea Sjöquist HR Business Partner – People & Culture

Open Positions

Operations Team Manager Customer Success · Poland, Gdansk

Poland, Gdansk Sweden, Malmö (HQ) About PinMeTo
Customer behavior has changed. Today, the customer journey often begins on platforms like Google, Apple Maps, Facebook, and Instagram — not company websites. People search, compare, and engage with brands directly through search engines, maps, social media, and increasingly through AI platforms like ChatGPT and Gemini.

PinMeTo is a SaaS platform that helps multi-location brands manage and sync their location data, online conversations, and customer engagement across the AI platforms, hundreds of services, and directories, making sure their brand stays accurate, visible, and connected wherever discovery happens.

Founded in 2013 Co-workers 100+