Customer Onboarding Manager

New

Based in the United StatesFull-TimeManager

SalaryAnnual salary range of $100,000–$130,000, with additional bonus opportunities.

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Job Details

Experience: At least five years of experience in customer onboarding, implementation, professional services, project management, Customer Success, or a related customer-facing SaaS role
Required Skills: Project ManagementSalesforceJiraCross-functional Team LeadershipCustomer SuccessSaaSRisk Management

Have a bachelor's degree or equivalent relevant professional experience.
Have at least five years of experience in customer onboarding, implementation, professional services, project management, Customer Success, or a related customer-facing SaaS role.
Have experience managing complex, concurrent projects.
Demonstrate project management skills, including planning implementations, managing dependencies, coordinating milestones, and driving projects to completion.
Be able to coordinate and influence multidisciplinary teams without direct reporting authority.
Have customer-facing skills to engage operational teams and executive stakeholders, manage expectations, and build relationships.
Be able to identify implementation risks, develop mitigation strategies, and escalate issues appropriately.
Be able to translate customer requirements and business objectives into onboarding plans, implementation activities, measurable outcomes, and adoption strategies.
Be comfortable with enterprise software and project management platforms, including Salesforce, Smartsheet, or Jira.
Have strong written, verbal, interpersonal, and presentation skills.
Be able to manage competing priorities, multiple projects, and changing requirements.
Experience in SaaS, Governance, Risk and Compliance (GRC), Ethics and Compliance, or Learning Technology is preferred.
PMP, CAPM, or a comparable project management certification is an advantage.

Manage onboarding from contract handoff through implementation, launch, and transition to the ongoing Customer Success team.
Develop project plans covering milestones, deliverables, responsibilities, dependencies, timelines, and success criteria.
Coordinate Sales, Account Management, Customer Success, Professional Services, Product, Support, and Finance teams.
Oversee multiple product lines and implementation workstreams across concurrent customer engagements.
Monitor project progress, identify risks, implement mitigation plans, and escalate issues when needed.
Track milestones, deliverables, risks, and launch dates using Salesforce and Smartsheet, and report implementation status and trends to leadership.
Partner with customers and Customer Success teams to define onboarding objectives, business outcomes, and initial adoption goals.
Support customer enablement, stakeholder engagement, organizational readiness, and product adoption.
Establish onboarding completion criteria and coordinate customer handoffs to the ongoing Customer Success team.
Improve onboarding methodologies, templates, workflows, reporting, and performance analysis.

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