Senior Customer Onboarding Manager

Own Upper Strategic Onboardings: Serve as the primary point of contact and trusted advisor during the onboarding phase for high-value clients.

Strategic Program Leadership: Develop tailored onboarding plans that account for complex integrations, custom workflows, multi-stakeholder engagement, and change management.

Executive Stakeholder Management: Build strong, multi-threaded relationships with senior customer contacts to ensure alignment on business goals, KPIs, and success criteria.

Cross-Functional Collaboration: Partner with Sales, Product, Support, and Customer Success to ensure a seamless transition from sales to success.

Process Optimization: Design, refine, and scale onboarding frameworks that support both white-glove service for Enterprise and repeatable processes for mid-market customers.

Risk Management: Proactively identify and mitigate risks that could delay or impact time-to-value.

Metrics & Reporting: Track and report on onboarding KPIs (time-to-value, adoption, NPS/CSAT, implementation timelines) and use insights to drive continuous improvement.

Mentorship & Leadership: Provide guidance to onboarding team members and help elevate best practices across the organization.

5-8+ years of experience in Customer Success, Onboarding, Implementation, or Program Management within a SaaS or Technology company.

Proven track record managing Enterprise-level client onboarding with complex technical and operational requirements.

Exceptional project management skills with the ability to manage multiple large-scale implementations simultaneously.

Strong executive presence and ability to influence senior stakeholders both internally and externally.

Excellent communication, problem-solving, and relationship-building skills.