Strategic Onboarding Manager

Evermile is a London-based software company on a mission to build a better future for local retailers. Our platform automates 70% of retailers' most time-consuming operational tasks - from order management and delivery coordination to customer support - so retailers can focus on growth, not admin. Today, Evermile serves thousands of businesses across the UK , including names like Ottolenghi, Cutter & Squidge, CakeBox, and ByRotation, helping them save time, cut costs, and deliver exceptional customer experiences. Why Join Evermile? Growth opportunities – Be part of our expansion, with the potential to lead and scale our onboarding team. Make an impact – Shape the onboarding experience and help retailers unlock Evermile’s full value from day one. Collaborative culture: Work with a passionate, driven team focused on customer success and business impact. What you'll do We’re looking for a strategic and hands-on Onboarding Manager to own the end-to-end onboarding experience for our Strategic Retail Customers. You will be responsible for ensuring a seamless transition from sales to full adoption, helping merchants integrate Evermile into their daily operations and achieve measurable success. Develop structured onboarding plans – Design and execute tailored onboarding plans with clear milestones and success metrics. Lead implementations from start to finish – Oversee the full onboarding process, including technical integrations, operational setup, testing, and go-live execution. Act as the primary point of contact – Build trusted relationships with key stakeholders, ensuring alignment and a high level of engagement throughout the onboarding process. Solve problems and remove roadblocks – Identify and address integration challenges and adoption bottlenecks, collaborating with internal teams to drive solutions. Train and empower customers – Conduct in-depth workflow consultations, training sessions, and best practice recommendations to help merchants maximise automation and streamline their operations. Monitor adoption and success metrics – Track onboarding progress, platform engagement, and key performance metrics to ensure long-term retention. Shape and refine our onboarding process – Continuously improve onboarding strategies, creating documentation, playbooks, and scalable frameworks. What we’re looking for Experience 3–7 years of experience in Onboarding, Implementation, Customer Success, or Account Management in a SaaS company. Proven experience leading complex projects involving technical integrations, operational setup, and testing. Skills Exceptional interpersonal and communication skills, with the ability to build and manage relationships across senior executive stakeholders and store-level teams. Strong project management skills, with the ability to juggle multiple priorities, define and meet timelines, and drive both internal and external alignment to achieve goals. Strategic thinker with problem-solving skills and the ability to align customer goals with Evermile’s solutions. Attributes Entrepreneurial mindset with a proactive approach to customer management and project execution. Adaptability and the ability to wear multiple hats, managing technical, operational, and relationship-building tasks simultaneously. Proven ability to thrive in a dynamic, high-growth environment, navigating ambiguity and driving results. If you're excited about helping local businesses succeed and want to be part of a dynamic, fast-growing team, we’d love to hear from you. Apply now and make an impact at Evermile!