Customer Onboarding Manager
New
T
Tessera LabsEnterprise software
Remote in the U.S.Full-TimeManager
Salary150,000 - 180,000 USD per year
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Job Details
- Experience
- 3–5 years
- Required Skills
- Project CoordinationJiraComplianceCustomer SuccessAsana
Requirements
- Have 3–5 years of experience in customer onboarding, implementation management, customer success, project coordination, or a similar customer-facing role at a B2B software company.
- Be able to lead calls with customer stakeholders and follow up proactively.
- Have a record of running several customer engagements at once and keeping them on schedule.
- Have experience building processes from scratch, such as playbooks, checklists, and trackers, and getting other teams to use them.
- Demonstrate strong organization, follow-through, and clear written status updates.
- Have a basic understanding of enterprise security reviews, compliance requirements, and cloud deployments sufficient to route questions to experts.
- Be comfortable working across teams through influence rather than direct authority.
- Experience onboarding enterprise customers through security reviews, vendor due diligence, or procurement at an enterprise SaaS or AI company is a plus.
- Familiarity with SOC 2 or ISO/IEC 27001 is a plus.
- Exposure to regulated or government customers with long approval cycles is a plus.
- Experience with project tracking tools such as Jira or Asana, or a CRM system, is a plus.
Responsibilities
- Take handoffs from GTM and join customer calls from the start of each engagement.
- Build a shared onboarding plan covering security and compliance reviews, infrastructure questions, procurement, POC, and production go-live.
- Own timelines, open items, and next steps across several customer onboardings at once.
- Map each customer's internal approval path and follow up with stakeholders to keep approvals moving.
- Help customers provide reviewers with completed questionnaires, compliance evidence, and architecture documents.
- Route customer questions to the appropriate Tessera teams and track them to a committed answer date.
- Identify internal onboarding gaps and drive fixes with the owning team.
- Build and maintain an onboarding playbook with stage definitions, checklists, templates, and handoff criteria.
- Track onboarding metrics, report trends to leadership, and maintain a reusable library of customer requests and answers.
- Use AI tools to speed up tracking, follow-ups, and reporting.
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