Onboarding & Implementation Manager

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.