Client Onboarding Manager

About the role

We’re looking for a Client Onboarding & Enablement Manager to own the end-to-end onboarding and rollout experience for our customers and their crews.

Following our recent acquisition, expectations around scale, reliability, and customer experience are higher than ever. This role is critical to ensuring that signed customers, both existing and new, are onboarded smoothly, supported effectively, and fully rolled out on the platform.

You’ll work directly with ship owners, managers, and agencies to get them live and support thousands of seafarers globally. Beyond day-to-day delivery, you’ll play a key role in shaping how onboarding works as we scale, turning adoption into real, operational usage at scale.

What you’ll be responsible for

Company onboarding & rollout

• Own end-to-end onboarding for new client companies, adapting onboarding approaches based on client size, region, and operational complexity
• Set companies up for success by supporting crew uploads and getting seafarers invited to the platform
• Coordinate with client teams to support and manage early payment runs on the platform
• Actively drive clients through the onboarding funnel from “signed” to “fully live” usage, taking ownership of momentum and outcomes
• Proactively engage clients who are stalled or partially rolled out

Crew & seafarer enablement

• Support seafarers through mobile app setup, wallet activation, and KYC
• Provide clear, patient guidance to non-technical users across regions and time zones
• Handle onboarding-related questions and issues during rollout, ensuring a smooth first experience with the platform

Process & scale

• Document and standardise onboarding processes as the platform and customer base grow
• Identify onboarding friction and work closely with Product to improve self-service and assisted flows
• Comfortable supporting high-volume onboarding across multiple time zones, often with many concurrent rollouts.
• Work closely with Product, Ops, and Compliance as we scale onboarding in a regulated environment
• Help shape a scalable onboarding function aligned with post-acquisition growth, with the potential to expand the function over time

What we’re looking for

• Experience in onboarding, customer success, operations, or implementation roles
• Comfortable working directly with enterprise clients and end users
• Comfortable with occasional global travel to support concurrent client rollouts and strategic onboardings
• Strong communicator able to simplify complex or regulated concepts
• Patient, empathetic, digitally native and confident supporting non-technical users
• Highly organised, proactive, and comfortable managing multiple onboardings
• Experience operating in a fast-growing or post-acquisition environment
• Bonus: familiarity with regulated financial products and/or the shipping industry