Sr. Manager, Customer Onboarding & Solutions

Title: Sr. Manager, Customer Onboarding & Solutions

Reports To: VP of Customer Success

Location: Remote (US Only)

About Us

We’ve built the system of record for the $200+ billion insurance brokerage and agency market – an industry that forms the backbone of our modern economy. We serve a solid roster of customers including industry leaders like USAA and many others. WR Berkley, a Fortune 500 insurance holding company, led our Series B and provides invaluable strategic partnership as we reshape the insurance technology landscape.

About the Role

We empower insurance agencies with the most advanced, flexible, and intuitive agency management system on the market. As the Sr. Manager, Customer Onboarding & Solutions, you’ll shape the most critical phase of the customer journey—owning the end-to-end onboarding experience and enabling customers to achieve success through tailored implementations and scalable solutions.

You’ll lead a high-impact team responsible for onboarding strategy, implementation delivery, and technical solutioning. Together, you’ll guide new customers through successful adoption of Veruna, helping them unlock value quickly and efficiently. Your leadership will directly influence customer satisfaction, long-term retention, and the evolution of our onboarding and solutions strategy.

We’re looking for a strategic, hands-on leader who thrives in dynamic environments, loves solving complex challenges, and is passionate about growing people, teams, and customer-centric solutions.

What You’ll Do

Customer Onboarding Strategy: You’ll design and continuously refine onboarding journeys tailored to different customer segments, goals, and levels of complexity. Your work will include defining onboarding success metrics—such as time-to-value, CSAT, and activation rates—and overseeing project plans, resource allocation, and communications to ensure timely, consistent delivery across all customer engagements.

Solutions Consulting & Implementation: You’ll lead customers through product setup, integration, and configuration, ensuring each solution is mapped to their unique business needs. Working closely with Sales or Pre-Sales, you’ll own the post-sale handoff and support effective scoping. You’ll ensure that every solution is aligned with best practices and designed for long-term adoption and scalability.

Team Leadership: You’ll manage and grow a team of onboarding specialists, implementation consultants, and/or solutions engineers. By fostering a culture of accountability and continuous improvement, you’ll coach team members, drive performance, and build repeatable playbooks and processes that support consistency and scale.

Cross-functional Collaboration: You’ll serve as the connective tissue between Sales, Product, Support, and Customer Success. Through collaboration and regular feedback loops, you’ll surface implementation friction or unmet needs and help inform product enhancements. You’ll also partner with Customer Success to ensure seamless handoffs into post-onboarding relationship management.

Operational Excellence: You’ll own performance tracking, internal documentation, and tooling related to onboarding and implementation. Your focus will be on continuous process improvement, knowledge management, and identifying opportunities for automation and self-service to streamline operations and drive customer satisfaction at scale.

What You Bring

• 5+ years of experience in customer onboarding, implementation, or customer success, with at least 1 year in a people leadership or team lead role.
• Proven experience designing and scaling onboarding and solutioning programs in a B2B SaaS environment.
• Strong leadership, mentoring, and project management skills with a passion for empowering teams.
• Excellent communicator with the ability to influence across technical and business stakeholders—from users to executives.
• Adaptable and comfortable working in fast-paced, evolving environments with a bias toward action.
• Familiarity with tools such as Salesforce, Asana, or industry-specific platforms (insurance experience a plus.

What Success Looks Like

• 30 Days: You’ve reviewed current onboarding and enablement processes, identified areas for immediate team impact, and built trust across internal teams.
• 90 Days: You’ve overseen successful implementations, aligned your team on process improvements, and are driving internal collaboration and enablement consistency.
• 6 Months: You’re refining and scaling onboarding frameworks, mentoring new hires, and contributing directly to product adoption and customer health.

What We Offer

• Remote-first environment and ability to work anywhere in the United States within 3 hours of EST
• Meaningful work-life balance with an UPTO policy and 13 paid company holidays
• A whole person approach to taking care of you with medical, vision, dental, disability, and life benefits + annual wellness stipend
• 401(k) with employer match + safe harbor vesting

Join us and be part of a team that’s redefining how insurance agencies operate. With Veruna, you’ll make a real impact — both on our customers and our product.

The base salary range for this position is $120,000 – $150,000 annually. The actual base pay offered may vary depending on factors including the candidate’s relevant experience, education, certifications, skills, and geographic location.

Veruna is proud to be an Equal Opportunity Employer. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, protected veteran status, or any other characteristic protected under applicable federal, state, or local law.

Veruna participates in E-Verify to confirm the employment eligibility of all new hires. To learn more about E-Verify, including your rights and responsibilities, please visit www.e-verify.gov.