Product Onboarding Manager

Hello!

At Factorial, we're looking for a Product Onboarding Manager to lead our Spanish and Portuguese teams and help shape the future of our customer journey .

The Role

As a Product Onboarding Manager, you'll report directly to the Head of Product Onboarding and work closely with Team Leads and cross-functional stakeholders to design, execute, and scale strategies that elevate the onboarding and early customer lifecycle experience. Your mission? To ensure that every new Spanish and Portuguese customer not only gets value fast but also sticks with us for the long term. We're searching for a strategic thinker and people-first leader who’s ready to inspire teams, build scalable processes, and drive satisfaction, engagement, and retention from day one.

Ready to lead from the front? What will you be doing?

• Lead, coach, and grow a group of Team Leads and their Onboarding Specialists, ensuring clarity of goals, accountability, and team well-being.
• Design and execute onboarding strategies that improve time-to-value, optimize customer experience, and strengthen long-term retention.
• Own and analyze performance KPIs and customer metrics, identifying opportunities for improvement and leading action plans to boost outcomes.
• Collaborate with Talent & HR to attract, retain, and develop top CX talent, maintaining a high-performing and motivated team.
• Partner with Product, Sales, and Support teams to champion the voice of the customer, influencing improvements in our platform and services.
• Standardize and scale processes across onboarding workflows, ensuring consistency while allowing flexibility for customer segments.
• Drive a culture of feedback, learning, and continuous improvement—both within your team and across departments.
• Stay ahead of CX trends and innovations to bring fresh ideas that raise the bar on how we serve our customers.

Your Profile

You’ll thrive in this role if you:

• Proficient in Spanish or Portuguese and fluent in English—our workplace is international!
• Have 3+ years of experience managing CX teams (ideally in SaaS or B2B tech), including Team Leads and/or individual contributors.
• Bring a proven track record of improving onboarding and retention, driving measurable impact on customer satisfaction.
• Are a tech-savvy leader with a strategic mindset—able to zoom out and plan, but also zoom in and troubleshoot.
• Use data as a compass: You’re analytical and comfortable using metrics to guide decisions.
• Lead with empathy and accountability, balancing people development with high performance.
• Thrive in a fast-paced, scale-up environment, where processes are built, challenged, and evolved constantly.
• Are passionate about creating a workplace and customer experience culture centered on growth, impact, and continuous improvement.

Perks of being part of our team

• High growth, multicultural and friendly environment
• Save expenses with Cobee and get your salary in advance with Payflow
• Healthy life with Gympass and Alan as private health insurance
• Language classes with Yolk Academy
• Syra discounts, Nora & Apeteat lunch
• Breakfast in the office, organic fruit and free caffeine and theine
• Flexible schedules , pet Friendly and no dress code!

Is this you?! Come rock the world with us!

About us 🚀Factorial is an all-in-one HR Software fast-growing company founded in 2016. Our mission is to help SMEs automate HR workflows, centralize people data and make better business decisions. Currently, serves thousands of customers in over 60 countries all over the world and across industries, it has built a super diverse and multicultural team of over +1100 people in Barcelona, Brazil, Mexico offices. 🌎

Our Values🫀

• We own it: We take responsibility for every project. We make decisions, not excuses.
• We learn and teach: We're dedicated to learning something new every day and, above all, share it.
• We partner: Every decision is a team decision. We trust each other.
• We grow fast: We act fast. We think that the worst mistake is not learning from them.

Wanna learn more about us? Check our website!