Onboarding Manager, Climbing Gym Software

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

Approach, part of the Fullsteam organization, is a cloud-based gym management platform designed primarily for rock climbing and fitness facilities. Its mission is to simplify the day-to-day operations of gym owners—covering membership and waiver management, scheduling, point-of-sale, and reporting—so operators can focus on community and growth. The Customer Experience team plays a vital role in enabling these values by delivering timely, empathetic, and expert support assistance across AI chat, ticketing, video support, and self-service documentation.

Job Summary:

As the Onboarding Manager, you will lead our onboarding process from the moment a deal closes to the customer’s full transition into the live environment. You’ll own the full Order-to-Cash lifecycle — ensuring data is accurately captured, billing is configured correctly, accounts are set up smoothly, and clients are successfully onboarded. You will work cross-functionally with Sales, Customer Success, and Product to ensure a seamless customer journey and deliver operational excellence at scale.

Primary Responsibilities:

• Respond to and resolve customer support tickets in a timely manner

• Order-to-Cash & Billing Oversight
  • Receive and validate new sales orders
  • Ensure contract and billing details are accurately entered and invoiced
  • Set up subscriptions, discounts, and payment methods using internal tools
  • Track go-live milestones to trigger billing events
  • Collaborate with Finance on invoicing accuracy and payment follow-ups
• Client Onboarding
  • Serve as the primary point of contact during onboarding
  • Conduct discovery calls and weekly check-ins
  • Gather business requirements and configure accounts
  • Manage timelines and client communication via Coda.io checklists and documentation
  • Partner with the CX Manager to improve training and reduce churn
• Data Imports & Payment Configuration
  • Coordinate data migration (memberships, transactions, payment tokens, etc.)
  • Oversee data mapping, cleanup, and verification
  • Automate or streamline imports via tools or vendors
• Account Setup & Product Enablement
  • Configure platform settings to support client goals
  • Deliver training and live support to new users
• Process Improvement
  • Identify and resolve onboarding friction points
  • Propose scalable process improvements
  • Collaborate with Product and CX leaders on enhancing the onboarding experience
  • Optimize data import processes

Skills & Competencies:

• Strong project management and communication skills
• Attention to detail and a customer-first mindset
• Ability to collaborate cross-functionally across Sales, Finance, CX, and Product
• Familiarity with SQL, Excel, and understanding of relational database structures
• Driven to learn, high in teachability, and innovative; not worried about leading others in and through tough client interactions
• Ability to manage multiple clients and priorities simultaneously

Minimum Qualifications:

• 3+ years in onboarding, implementation, or operations within a SaaS or tech company
• Experience with order-to-cash or billing systems (Netsuite experience is a plus)
• Experience coordinating data imports or system configuration
• Familiarity with CRM and onboarding tools (e.g., Coda.io, internal platforms like Hubspot)
• Bonus: Experience with climbing gyms or fitness/wellness businesses
• Associate’s or bachelor’s preferred

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.