Onboarding Manager - Baton Market : Job Details

About Baton At Baton, we're on a mission to transform how small business owners navigate one of the most pivotal moments of their lives-selling their business. By creating a seamless, transparent, and empowering experience, we help owners understand the true value of what they've built, connect them with the right buyers, and guide both parties through a smooth, successful transition. We're a passionate team rooted in deep customer empathy. We take pride in doing right by our users-even when that means asking tough questions or sharing hard truths. Our ideal teammate is humble enough to let the data lead the way, yet bold enough to think big and take risks when opportunity knocks. Baton is committed to building a team as diverse as the entrepreneurs and communities we serve. Our hiring process looks beyond résumés-we seek the full picture of who you are and the potential you bring. We've raised over $15M from some of the best in the business, including Obvious Ventures, Giant Ventures, Bloomberg Beta, Divergent Capital, WndrCo, Trust Fund, and a syndicate of world-class investors. This is just the beginning-and we'd love for you to be part of what's next. The Role We're looking for a proactive, detail-oriented onboarding manager to manage the experience for sellers joining the Baton platform. As the first touchpoint for new owners, you'll play a pivotal role in helping them launch their listings, understand Baton's tools, and feel confident in merchandising their business to drive buyer engagement. You'll be the internal advocate for sellers, owning critical KPIs that measure the quality of their onboarding experience, and derive insights that shape the way they engage with our product. What You'll Do

• Own the onboarding experience for sellers joining the Baton platform, from first interaction to listing launch
• Dig into owner financial statements to validate their valuation & set pricing strategy

• Partner with our Operations teams to ensure high quality, accurate listings reflecting the financial performance and qualitative aspects of each business.
• Lead onboarding calls to walk sellers through their listings and introduce them to Baton's tools and processes
• Respond to owner questions via a support queue and ensure satisfactory resolution.
• Create and refine collateral and documentation to improve seller self-serve support and product adoption. This includes training any AI tools that provide live support for owners within the application
• Own and track key KPIs including: time to listing, 3 month retention and CSAT
• Surface insights from seller feedback and onboarding trends to inform product and operational strategy
• Help define and continuously improve the seller onboarding process to create a best-in-class experience.

What We're Looking For

• 4+ years of professional experience in customer support, customer success, account management, or implementation roles
• 1-2 years of accounting, corporate finance, or banking required
• Strong written and verbal communication skills; you're clear, empathetic, and effective across mediums
• Familiarity with finance and accounting concepts, with the ability to communicate financial data with confidence
• High operational rigor and a structured approach to process improvement
• Deep customer empathy and a passion for helping business owners succeed
• Self-starter mentality with a desire to work in a fast-paced, early-stage environment

Why Join Us This is an opportunity to shape the onboarding function at a mission-driven startup working at the intersection of technology, finance, and small business. You'll have a direct impact on the success of our sellers, the quality of our marketplace, and the evolution of our product.