Job Specification: Onboarding Manager
Location: Peterborough, Cambridgeshire, UK
Employment Type: Full-time, Office-based/Partially Remote based.

About Lipscore

Lipscore is a leading ratings and reviews platform, helping brands and retailers capture more authentic customer feedback to improve trust and sales. We pride ourselves on delivering powerful yet simple solutions, and our onboarding process is critical to ensuring customer success.

Role Overview

We are seeking an Onboarding Manager to own and manage the customer onboarding journey. You will be the primary point of contact for new clients from the moment they sign, ensuring they have a clear, guided, and efficient path to getting Lipscore live. This role is about project coordination, communication, and helping clients feel supported and confident throughout the process.

Key Responsibilities

• Customer Onboarding: Guide new clients from contract signing through to go-live.
• Implementation Coordination: Ensure all technical steps (integrations, platform setup) are clearly explained and progress is tracked with the client and relevant internal teams.
• Project Management: Define onboarding timelines, set expectations, and monitor milestones to keep onboarding on schedule.
• Stakeholder Communication: Act as the central point of contact, providing proactive updates, clear documentation, and answering client questions.
• Best Practices & Adoption: Share guidance on how clients can get early value from Lipscore and ensure they are set up for long-term success.
• Handover: Transition clients smoothly to the Customer Success team once onboarding is complete.

Required Skills & Experience

• Experience in customer onboarding, project management, or account management within SaaS, digital, or eCommerce environments.
• Strong organisational skills with the ability to manage multiple clients at once.
• Excellent written and verbal communication skills in English (additional languages a plus).
• Ability to understand technical concepts (e.g. eCommerce integrations, APIs) well enough to explain them simply to non-technical stakeholders.
• Confident in managing projects, timelines, and customer expectations.
• Familiarity with eCommerce platforms (Shopify, Magento, WooCommerce, etc.) is highly desirable.
• Strong knowledge of Excel (reports, lookups, data formatting) is required.
• Basic HTML understanding and CSS knowledge are highly desirable to support implementation conversations and troubleshoot simple setup issues.

Personal Qualities

• Customer-first mindset with empathy and patience.
• Detail-oriented and process-driven.
• Proactive problem-solver who thrives in a fast-paced environment.
• Collaborative and team-oriented, comfortable working in an office-based environment.

What We Offer

• Competitive salary and benefits.
• Opportunity to shape a growing function in a rapidly expanding SaaS company.
• A supportive, international team that values collaboration and innovation.
• Share and bonus incentives

How to Apply

If this sounds like the right role for you, we’d love to hear from you!
Please send your CV and a short cover letter to Kevin at [email protected] with the subject line “Onboarding Manager Application.”