Customer Onboarding Manager

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Customer Onboarding Manager based in the United States. As Customer Onboarding Manager, you will lead the end-to-end onboarding journey for new customers, ensuring a smooth transition from contract signature through implementation, launch, and ongoing customer success. You will coordinate complex, multi-solution implementations, align cross-functional teams, and establish clear milestones to deliver successful customer outcomes. Acting as the central point of contact throughout onboarding, you will build trusted relationships, manage expectations, and proactively address risks that could affect timelines or adoption. You will also help customers define measurable success criteria and realize value from their technology investments as quickly as possible. Working in a collaborative, remote-first SaaS environment, you will contribute to improving onboarding methodologies, processes, and reporting. This is an opportunity to make a meaningful impact on customer satisfaction, product adoption, and long-term business relationships.

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