Onboarding & Implementation Manager

Description

About Key Data Key Data is the most trusted platform for short-term rental (“STR”) market data. With data sourced directly from our co-op of millions of vacation rental properties worldwide, OTA’s, and hotels, we create market and property-level intelligence for the vacation rental industry, destinations, hoteliers, and investors. Key Data is an Inc. 5000 recipient, given to America’s fastest-growing companies. We’ve been recognized throughout the travel industry with awards for innovation and service. Our all-remote team ranks us as a “best-in-class” place to work. In 2024, Key Data partnered with primary institutional investor Pamlico to guide us through our next growth phase.

This Onboarding & Implementation Manager role gets new customers set up and getting value quickly. In Phase 1 it combines two jobs: building each new customer's dashboards and running onboarding for a share of new customers (about 10 a month).

In Phase 2, dashboard builds are automated and the role shifts it's time to onboarding calls and training. This phase will introduce more opportunity to be a process builder, as we begin rolling out a tech-touch onboarding tier.

Responsibilities

• •Build customer dashboards for every new customer ahead of and during onboarding (manual in Phase 1; automated in Phase 2).
• •Run onboarding for about 10 new customers a month, through calls, training, and onboarding material. You own the customer for the first 28 days and are responsible for building sustainable habits that start with adoption.
• •Track onboarding progress in the customer success platform so status and risk are visible to the team.
• •Hand off cleanly to Success: pass each customer to their CSM with their goals, progress, and any open issues.
• •Work with Data Validation to ensure handover between the two responsibilities is smooth.
• •Improve the program: share what's working and what isn't in onboarding material and delivery.

Key Data Benefits include:

• •Company-paid individual health and dental insurance
• •Long-term disability insurance under the company’s standard group plan
• •$50,000 life insurance policy
• •$200 towards an annual gym membership
• •$50/month Internet reimbursement
• •Up to $1,000/year professional development reimbursement
• •Company-paid holidays
• •Eligibility for 401(k) pension plan with 3.5% employer match. No vesting period for employer match.
• •$75/month mobile phone and voice/data plan reimbursement.
• •Flexible PTO policy

Requirements

Candidate Profile

Required Experience

SaaS Customer Onboarding & Implementation

• •Experience onboarding, implementing, or training customers in a B2B SaaS or software-driven environment.
• •Ability to independently manage multiple customer onboarding engagements simultaneously.
• •Skilled at translating technical product functionality into practical business value.
• •Experience leading product demonstrations, training sessions, and structured onboarding calls.

Software Proficiency & Data Accuracy

• •Ability to learn new software quickly and confidently navigate configuration and implementation workflows.
• •Strong attention to detail when validating data accuracy and preparing customer-facing dashboards.
• •Comfortable troubleshooting issues and coordinating with internal technical teams to resolve them.

Customer Communication & Relationship Management

• •Strong written and verbal communication skills, with the ability to explain complex concepts clearly.
• •Confidence leading customer conversations and adapting training to different levels of technical proficiency.
• •A proactive, customer-first approach focused on helping customers achieve meaningful outcomes.
• •Ability to manage expectations, address challenges, and create a positive first impression of KeyData.

Organization & Operational Ownership

• •Strong organizational skills, with the ability to manage competing priorities and meet onboarding deadlines.
• •Experience using CRM, customer success, or project management platforms to track customer progress and activities.
• •Ability to follow structured processes while identifying opportunities for improvement.
• •Ownership of customer outcomes and consistent follow-through without extensive oversight.

Preferred Experience

KeyData & Industry Knowledge

• •Experience using the KeyData platform.
• •Familiarity with short-term rentals, vacation rental management, hospitality, or property technology.
• •Understanding of how property managers and operators use market data, pricing intelligence, and performance analytics to make business decisions.

Data & Analytics

• •Experience with business intelligence tools, analytics dashboards, or data visualization platforms.
• •Ability to interpret customer data and connect platform insights to operational or financial goals.

Scaled & Tech-Touch Onboarding

• •Experience supporting or developing automated, self-service, or tech-touch onboarding programs.
• •Familiarity with digital training materials, in-app guidance, onboarding automation, or customer education tools.
• •Interest in improving onboarding efficiency through technology and repeatable processes.

Growing SaaS Organizations

• •Experience working in a growing SaaS organization with evolving processes and responsibilities.
• •Ability to balance day-to-day execution with building and improving operational processes.
• •Motivation to help create a more efficient, repeatable, and scalable customer onboarding function.