Customer Onboarding Manager

Bucketlist Rewards is looking for an experienced Customer Onboarding/Implementation Manager to join our growing Customer Success team. In this role, you will own the end-to-end onboarding for SMB, mid-market and enterprise clients, guiding them from kickoff to launch and ensuring a smooth, engaging, and value-driven implementation process.

This is an exciting opportunity to join a fast-growing B2B SaaS company where onboarding is both strategic and foundational to customer success. If you thrive in a startup-style environment, enjoy managing multiple client projects at once, and love creating "wow" moments that set customers up for long-term success, you’ll be a great fit. This role has high visibility across the business and strong potential for career growth.

About Us:

Bucketlist Rewards provides a leading B2B SaaS solution that allows organizations of all sizes to introduce an effective rewards and recognition program to its workforce. Our goal is to provide companies with an easy to use web platform that enables employers to reward team members in a meaningful way that matters to them, while achieving great business results and building better organizational cultures. When it comes to great company culture, the Bucketlist team walks the talk and we are proud to be Great Place to Work certified!

Key Responsibilities:

Customer Onboarding & Implementation

• Lead end-to-end onboarding for new SMB, mid-market and enterprise clients, from post-sale handoff through launch and early adoption.
• Manage 10–15 concurrent implementation/onboarding projects, each with unique timelines, goals, and stakeholders.
• Run project kickoffs, training sessions, and milestone check-ins tailored to each customer’s needs.
• Translate customer goals into a clear implementation/onboarding plan that aligns with Bucketlist best practices.
• Ensure customers understand platform features, configuration options, and recommended program design.

Customer Engagement & Adoption

• Become a Bucketlist platform expert and guide customers through setup, integrations, branding, communications, and rollout.
• Provide strategic recommendations rooted in recognition & engagement best practices.
• Develop strong relationships with stakeholders at all levels, becoming a trusted advisor early in the customer journey.
• Monitor customer onboarding health metrics and proactively address blockers.

Project Management & Cross-Functional Collaboration

• Own all project timelines, deliverables, and risk management throughout the onboarding lifecycle.
• Collaborate closely with Sales, Support, Product, and Customer Success to ensure seamless handoffs and a unified customer experience.
• Escalate issues internally and externally with clarity, diplomacy, and urgency when needed.
• Provide feedback to Product based on customer onboarding insights and feature adoption trends.

Success Measurement & Internal Enablement

• Track onboarding KPIs (time-to-launch, activation metrics, stakeholder engagement, etc.).
• Report on onboarding progress to internal teams and surface opportunities for expansion or early wins.
• Contribute to process optimization by enhancing playbooks, documentation, templates, and onboarding workflows.
• Champion the voice of the customer internally and advocate for continuous improvement.

Required Skills for Success:

Experience & Technical Skills

• 3+ years in a customer onboarding, implementation, or customer success role at a B2B SaaS company.
• Bachelor’s Degree in Business, Digital Marketing, Human Resources, or a relevant field preferred. (In lieu of a degree, equivalent experience or relevant skills will be considered.)
• Experience managing enterprise or complex multi-stakeholder onboarding projects.
• Proven ability to manage 10–15 concurrent client projects with confidence and strong organization.
• Strong understanding of SaaS systems, integrations, and technical troubleshooting basics.
• Ability to analyze customer goals and interpret early customer success metrics.

Soft Skills & Work Style

• Excellent communication and facilitation skills, comfortable leading training sessions and client-facing meetings.
• Highly organized, detail-oriented, and self-directed, with strong project management skills.
• Thrives in a fast-paced startup/scale-up environment with changing priorities.
• A collaborative team player who lifts others up and contributes positively to team culture.
• Positive, proactive, and solution-focused mindset.
• Ability to build trust with senior leaders, HR teams, and cross-functional internal partners.

Nice to have:

• Experience in HR Tech, People & Culture tools, or Rewards & Recognition platforms.
• Bilingual (French or Spanish) will be considered an asset for this role.
• Background in change management, employee engagement, or internal communications.
• Familiarity with enterprise security, procurement, or implementation processes.

The Perks:

• Growth Opportunities: Join a growing company where you’ll be part of a high performing team with lots of potential.
• Remote Work: We are a distributed workplace (100% remote). This position is open to anyone residing and able to work in Canada on a remote basis.
• Wellness Days: In addition to paid vacation days, we offer flexible paid time off to fit individual needs.
• Comprehensive benefits package: Includes health, dental, vision care, EFAP and more.
• Annual Bucketlist Benefit: An additional paid day off and $$ to spend to help check items off your own bucket list!
• Rewards and Recognition: We drink our own champagne! We’ll help you achieve not just your career goals, but your personal goals as well!

Anticipated Base Salary Range:

$60,000 to $70,000 CAD, plus performance-based bonuses. The final offer will consider factors such as your expertise, role alignment, and internal equity. Bucketlist Rewards aims to hire new team members between the minimum and midpoint of the full salary range for this position. We reserve the midpoint and maximum ranges for internal employees who have demonstrated sustained high performance, increased responsibility, and strong impact over time. Your final offer amount will depend on your individual experience, skillset, and how closely you align with the requirements of the role. As you grow within the position, you will have clear opportunities to progress through the range based on performance.

At Bucketlist Rewards, we are committed to fostering a diverse, equitable, and inclusive workplace. We believe that varied perspectives drive innovation and creativity, and we welcome applicants from all backgrounds and experiences. We encourage individuals from underrepresented groups to apply, as we strive to build a team that reflects the diverse communities we serve. We are dedicated to creating an environment where everyone feels valued, respected, and empowered to contribute their best work.