Senior Product Manager, Onboarding and Activation
RemoteVancouver, British Columbia, Canada or New York, United States
Job Summary
Own the full onboarding and activation experience from day one through the critical first 120 days, mapping the journey from initial setup to habit formation across Manage, Grow, Work, Payments, and Accounting products. Design and ship in-product guidance, checklists, and contextual tooltips that move new customers from signed contract to sustained usage, while defining activation metrics to identify drop-off points and prioritize interventions. Build internal tooling for Onboarding Specialists and Data Migration teams to automate manual tasks and reduce setup friction. Partner with Customer Success and cross-product teams to ensure a coherent experience that reflects diverse firm types and roles, driving time-to-value and reducing churn without relying on sales-driven upsells.
Required Qualifications
- Built onboarding systems before
- Owned an onboarding or activation experience end-to-end
- Can describe a specific onboarding problem you solved
- Understand the difference between onboarding design for a single user and onboarding design for a business with multiple roles, stakeholders, workflows and team turnover
- B2B onboarding is meaningfully different and you have navigated that
- Have defined activation metrics from scratch
- Know how to decide what to measure and why it matters
- Are comfortable with cohort analysis, funnel metrics, and time-to-milestone tracking
- Can work across teams without owning their roadmaps
- Can give a specific example of how you drove a cross-team outcome without direct authority
- Think in journeys, not features
- Have opinions about what a good first 30, 60, and 90 days should look like for a customer
- Have built tools for internal teams
- Have worked with customer-facing operational teams before
- Have a consistent track record of shipping end-to-end in a B2B SaaS environment
- Have 4+ years of product management experience in B2B SaaS
- Have hands-on experience owning onboarding, activation, or early lifecycle product work
- Have experience defining activation metrics and building or driving the instrumentation to track them
- Have demonstrated ability to work across multiple product teams or workstreams without direct authority
- Have strong written communication skills
- Must be available for office a minimum of two days per week on Anchor Days if local to Burnaby, Calgary, or Toronto
- This is a new role
Desired Qualifications
- Experience in legal tech, vertical SaaS, or another professional services context where the buyer and the end user are often different people
- Experience in a multi-product company where customers onboard into a platform over time rather than a single product
- Familiarity with onboarding and analytics tooling: Pendo, Amplitude, Appcues, Segment, or similar
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