Onboarding Manager - Hybrid (Kirkland WA)

About the Role
At Formations, our customers are at the heart of everything we do. Their first 60 days set the tone for long-term success — and that’s where you come in.
As an Onboarding Manager, you’ll serve as a trusted guide, educator, and project manager for new customers as they launch their journey with Formations. You’ll help them navigate key onboarding milestones, understand their new S-Corp setup, and gain confidence in managing their business finances.
You’ll work closely with Customer Success Managers (CSMs) and cross-functional partners to ensure every customer is set up for success — both operationally and strategically. This role blends customer success, project management, and program improvement, making it ideal for someone who thrives in a fast-paced, customer-first environment.
The first Implementation Manager will also play a critical role in building and refining the program — identifying friction points, driving efficiency, and continuously improving the onboarding experience.
What You’ll Do

• Own the first 60 days of the customer experience, guiding customers through onboarding milestones and ensuring timely completion.
• Act as project manager and point of contact for all setup, education, and configuration activities.
• Partner with Customer Success Managers and cross-functional teams — including offshore operations — to ensure alignment and smooth handoffs.
• Communicate clear timelines, set expectations, and proactively manage change with customers.
• Leverage HubSpot CRM to manage customer data, track progress, and deliver value-based content.
• Gather, analyze, and share customer feedback to drive program enhancements and close the feedback loop.
• Advocate for customer needs across departments to ensure a seamless and value-driven experience.
• Contribute to retention efforts by helping customers realize early value and success with Formations.

What You Bring

• 2+ years of experience in Customer Success, Project Management, Account Management, or Onboarding.
• Strong project management skills with a proven ability to manage multiple priorities.
• Excellent written and verbal communication skills; confident in facilitating customer meetings and presentations.
• Detail-oriented, organized, and analytical with a strong sense of ownership.
• Comfortable navigating change and ambiguity in a startup environment.
• Natural curiosity and a proactive, self-starter mindset.
• Passion for helping small business owners succeed.
• Basic accounting knowledge (a plus).
• Experience with CRM platforms such as HubSpot (preferred).

Bonus Points

• Experience in B2B software or accounting/financial services.
• Background in training, onboarding, or change management.
• Track record of process improvement or program ownership.
• Strong cross-functional collaboration skills and a “jump in where needed” attitude.

Who You Are

• Customer-obsessed and value-driven.
• A lifelong learner who loves understanding new systems and processes.
• Comfortable having honest, constructive conversations that drive accountability.
• A true team player and culture champion who contributes to a great employee and customer experience.

Why Formations
You'll be working with customers who are genuinely building something — solo entrepreneurs and self-employed professionals who have put their livelihood on the line. The difference you make in their year, financially and operationally, is real. This role puts you at the center of that.
We're a fast-moving team that values people who take ownership, communicate directly, and care about the quality of their work. If you want to be a named resource your customers actually rely on — not a ticket number in a queue — this is that role.
Compensation $70-75k