Customer Onboarding Manager

Accountabilities

• Manage the end-to-end onboarding journey: Serve as the primary coordinator from contract handoff through implementation, launch, and transition to the ongoing Customer Success team, ensuring a structured and consistent customer experience.

• Develop comprehensive onboarding plans: Establish project plans outlining milestones, deliverables, responsibilities, dependencies, timelines, and success criteria. Lead alignment meetings to ensure customers and internal stakeholders understand expectations and commitments.

• Coordinate cross-functional teams: Collaborate with Sales, Account Management, Customer Success, Professional Services, Product, Support, and Finance to align implementation requirements, manage dependencies, and deliver onboarding activities according to plan.

• Oversee multi-solution implementations: Coordinate activities across multiple product lines and implementation workstreams, ensuring appropriate sequencing, resource allocation, and alignment across concurrent customer engagements.

• Monitor project progress and manage risks: Maintain visibility into project health, proactively identify timeline, scope, resource, and customer-readiness risks, and implement mitigation plans or escalate issues when necessary.

• Drive stakeholder accountability: Ensure customers and internal teams fulfill agreed-upon responsibilities and deadlines while maintaining strong working relationships and constructive communication.

• Maintain onboarding reporting: Use tools such as Salesforce and Smartsheet to track project milestones, deliverables, risks, and launch dates while providing leadership with clear visibility into implementation status and emerging trends.

• Define customer success criteria: Partner with customers and Customer Success teams to establish measurable onboarding objectives, desired business outcomes, and initial adoption goals.

• Promote readiness and adoption: Ensure onboarding extends beyond technical implementation to include customer enablement, stakeholder engagement, organizational readiness, and activities that support successful product adoption.

• Monitor early customer health: Identify adoption gaps, readiness concerns, and other early warning indicators that could affect long-term customer satisfaction or value realization, taking action to address them.

• Ensure successful customer handoffs: Establish clear onboarding completion criteria and coordinate a seamless transition to the ongoing Customer Success team, ensuring continuity of communication, context, and customer objectives.

• Strengthen customer relationships: Build customer confidence from the beginning of the relationship through proactive communication, clear ownership, and consistent delivery against commitments.

• Improve onboarding processes: Work with leadership to refine onboarding methodologies, templates, workflows, and reporting practices to improve consistency, scalability, and operational efficiency.

• Analyze onboarding performance: Track trends such as implementation duration, delays, escalations, and time-to-value, using findings to identify improvement opportunities and enhance the overall customer experience.

• Develop product and implementation expertise: Build a strong understanding of available products, services, and implementation methodologies to guide customer engagements effectively and anticipate potential challenges.

Requirements:

• Education: Bachelor's degree or equivalent relevant professional experience.

• Professional experience: At least five years of experience in customer onboarding, implementation, professional services, project management, Customer Success, or a related customer-facing SaaS role, with responsibility for managing complex, concurrent projects.

• Project management expertise: Strong organizational and project management skills, with a proven ability to establish implementation plans, manage dependencies, coordinate milestones, and drive projects through successful completion.

• Cross-functional leadership: Demonstrated ability to coordinate and influence multidisciplinary teams without direct reporting authority, maintain stakeholder accountability, and align teams around shared objectives.

• Customer relationship management: Excellent customer-facing communication skills, with the ability to engage operational teams and executive stakeholders, manage expectations, and build trusted long-term relationships.

• Risk identification and mitigation: Proven ability to anticipate project challenges, assess implementation risks, develop mitigation strategies, and escalate issues appropriately.

• Business requirements analysis: Ability to translate customer requirements and business objectives into practical onboarding plans, implementation activities, measurable outcomes, and adoption strategies.

• Technical aptitude: Comfort working with enterprise software applications and project management platforms, including Salesforce, Smartsheet, or Jira.

• Industry knowledge: Experience in SaaS, Governance, Risk and Compliance (GRC), Ethics and Compliance, or Learning Technology is preferred.

• Project management certifications: PMP, CAPM, or a comparable project management certification is an advantage.

• Communication skills: Excellent written, verbal, interpersonal, and presentation skills, with the ability to communicate project updates, risks, and recommendations clearly.

• Organization and prioritization: Strong attention to detail and the ability to manage competing priorities, multiple projects, and changing requirements in a fast-paced environment.

• Ownership and initiative: A proactive, results-oriented mindset with strong follow-through, sound judgment, and a willingness to take ownership of challenges and drive solutions.

• Customer-focused approach: Commitment to delivering positive onboarding experiences while balancing customer needs, implementation requirements, timelines, and business objectives.

• Continuous improvement mindset: Ability to analyze project outcomes, identify recurring challenges, and contribute to scalable processes that improve efficiency and customer value.

Benefits:

• Competitive compensation: Annual salary range of $100,000–$130,000, with additional bonus opportunities.

• Remote-first work environment: Flexibility to work remotely within the United States.

• Paid time off: PTO benefits to support personal time and work-life balance.

• Quarterly wellness days: Dedicated time to prioritize health and well-being.

• Healthcare benefits: Access to employee healthcare coverage.

• Employee Assistance Program (EAP): Resources and support for personal and professional well-being.

• Retirement savings: 401(k) plan with employer matching contributions.

• Pet insurance: Additional coverage options for eligible pets.

• Flexible Spending Account (FSA): Benefits to help manage eligible healthcare and other qualified expenses.

• Bonus incentives: Opportunities to earn additional compensation based on the applicable incentive program.

• Professional development: Opportunities to develop project management, customer success, and SaaS implementation expertise.

• Meaningful impact: The opportunity to help shape scalable onboard