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Customer Onboarding Lead

New York City

Company Overview

Most marketing teams can’t play a meaningful role in breaking through to target accounts because the 1:1 marketing strategies that work don’t scale, and what scales doesn’t work.

Mutiny helps B2B companies generate pipeline and revenue from their target accounts through AI-powered personalized experiences, 1:1 microsites, and account intelligence.

Our customers are some of the fastest growing companies in the B2B space including Snowflake, 6sense, Writer, Segment, and Qualtrics. We are backed by Sequoia Capital, Tiger Global, Insight Partners, and Y Combinator.

About the role:

We're looking for a strategic Customer Onboarding Lead to build and scale our customer onboarding program. You'll design the processes, systems, and resources that help new customers get set up and fully operational with Mutiny—while creating scalable solutions that reduce manual work and improve outcomes as we grow.

In this role, you'll own the technical onboarding experience, from initial handoff through successful implementation. You'll work directly with customers during this critical period while simultaneously analyzing patterns, identifying bottlenecks, and building the infrastructure needed to onboard customers efficiently at scale. Beyond individual implementations, you'll create the educational content, automated workflows, and cross-functional processes that make onboarding seamless for both customers and internal teams.

The ideal candidate combines technical implementation expertise with systems thinking and program management skills—someone who enjoys solving complex customer challenges while proactively designing processes, building automation, and creating scalable solutions for future growth.

What You’ll Do

Onboarding Program Development

  • Design and optimize the end-to-end customer onboarding experience, from handoff through go-live
  • Build scalable processes that reduce manual work while maintaining high-quality customer outcomes
  • Create automated workflows using tools and integrations that guide customers through implementation steps
  • Establish onboarding metrics and continuously analyze data to identify improvement opportunities
  • Partner with Product team to influence and improve the in-app onboarding experience

Customer Implementation & Success

  • Guide customers through technical implementation of Mutiny, including script installation, integrations, and data configuration
  • Troubleshoot technical challenges while documenting solutions for future automation or self-service
  • Configure native integrations with platforms like Salesforce, Marketo, HubSpot, and Google Analytics
  • Identify patterns in customer challenges to build preventive solutions and improve the overall process

Scalable Content & Enablement

  • Build comprehensive resource libraries—how-to videos, documentation, troubleshooting guides, and interactive tools
  • Create self-service capabilities that reduce dependency on live support while improving customer experience
  • Design communication workflows that keep customers engaged and internal teams aligned throughout onboarding
  • Develop onboarding templates and playbooks that enable future team members to deliver consistent experiences

Cross-Functional Collaboration

  • Partner with CX, Growth Strategy, and Product teams to optimize handoffs and eliminate friction points
  • Surface customer insights to inform product development and go-to-market strategy
  • Build feedback loops that continuously improve both the onboarding process and product experience

What you bring:

  • 3-5 years of experience in technical customer-facing roles, preferably in B2B SaaS
  • Systems thinking approach to identifying bottlenecks and designing scalable solutions
  • Strong technical aptitude (bonus points for front-end web technologies and marketing platforms)
  • Outstanding communication skills and content creation experience (videos, documentation, guides)
  • Data-driven mindset with ability to establish metrics and optimize based on insights
  • Strong project management abilities with experience working cross-functionally
  • Builder mentality—energized by creating processes from scratch in ambiguous environments
  • Based in, or willing to relocate to New York City

What you’ll get out of it:

  • You will create a name for yourself by getting to work with and support some of the fastest-growing companies in B2B SaaS.
  • You will get exposure to real business problems every company faces (growth) that you can take with you to start your own company (or to help scale another).
  • You will have fun, plain and simple. There is a reason our first company value is that work should feel like play.

Hiring process for this role:

The hiring process for this role looks like this:

  • Round 1: Hiring Manager Phone Screen (30 minutes): you’ll meet with our Head of Technical Services to discuss your experience in customer onboarding and how this role aligns with your career goals.
  • Round 2: Technical Challenge (45 minutes): you’ll meet with one of our Product Support Specialists to dive deeper into your technical skills.
  • Round 3: Virtual Onsite (two 30 minute interviews): you’ll meet with more members of the Go-To-Market team to dive deeper into your experience and see if you have potential to be a great fit for Mutiny.
  • Round 4: Final Presentation (45 minutes): a presentation to members of the interview panel.

Our values:

These values define how we approach our work every single day:

😜 Work should feel like play 🏃 Faster always wins 🍯 Stir the pot, regularly 👀 Do the right thing when no one’s watching 🛥️ All hands on deck 🌎 Live in the world you want to change

At Mutiny, we are committed to empowering individuals of all backgrounds, experiences, and identities to reach their potential. We believe in balanced teams, which is why we have maintained a 50% male-to-female ratio in our investors and are committed to maintaining diversity of gender, lifestyle, ethnicity, and thinking in our team as we scale.

Compensation:

Mutiny is proud to offer a competitive compensation package to all full-time employees, including base salary, equity, and comprehensive benefits. The estimated salary range for this role for US-based employees is $110,000-$130,000 and is determined based on many factors, including prior experience.

These ranges may be modified in the future.

Additional benefits:

  • Flexible paid time off and generous parental leave
  • 100% medical, dental, and vision coverage for employees

Mutiny does not accept agency submitted candidates for this posting.

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