Customer Onboarding Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main coordinator for the customer onboarding process, starting from contract transition to launch and then moving to ongoing Customer Success.

• Create onboarding plans that outline milestones, responsibilities, dependencies, and success metrics.

• Facilitate alignment meetings to clarify expectations and timelines.

• Ensure regular communication with customers and facilitate a structured handoff to Customer Success.

• Oversee onboarding tasks across various SAI360 product lines.

• Collaborate with Sales, Account Management, Customer Success, Professional Services, Product, Support, and Finance teams.

• Keep a clear view of product implementations, dependencies, sequencing, and competing priorities.

• Develop and sustain onboarding project plans, including milestones, deliverables, risks, and targeted launch dates for multiple simultaneous engagements.

• Identify risks related to timelines, resources, scope, and readiness, and drive mitigation and escalation efforts.

• Ensure stakeholders and customers are accountable for agreed actions and timelines.

• Monitor onboarding health using Salesforce, Smartsheet, and other tools.

• Provide leadership with visibility into project status, trends, and risks.

• Establish measurable criteria for onboarding success, desired business outcomes, and initial adoption objectives.

• Incorporate customer readiness, enablement, stakeholder engagement, and adoption activities beyond the technical go-live stage.

• Track early adoption and indicators of customer readiness.

• Set exit criteria and ensure a smooth transition to ongoing Customer Success.

• Cultivate strong customer relationships and foster confidence in SAI360.

• Enhance onboarding methodologies, templates, processes, and reporting mechanisms.

• Analyze trends in onboarding, implementation durations, delays, escalations, and time-to-value metrics.

• Acquire a working understanding of SAI360 products, services, and implementation methodologies.

⛳️ Requirements

• Bachelor’s degree or equivalent relevant professional experience.

• Over 5 years of experience in customer onboarding, implementation, professional services, project management, Customer Success, or a related customer-facing SaaS role managing complex and concurrent projects.

• Exceptional project management and organizational abilities with a proven track record of driving projects to completion while holding stakeholders accountable.

• Experience in coordinating cross-functional teams without direct authority.

• Strong communication skills when interacting with both operational and executive stakeholders.

• Proven capability to identify project risks early, develop mitigation strategies, and escalate effectively when required.

• Ability to convert customer business needs into actionable implementation and onboarding strategies.

• Strong technical proficiency and experience with project management and enterprise applications such as Smartsheet, Salesforce, or Jira.

• Experience in SaaS, Governance/Risk/Compliance, Ethics & Compliance, or Learning Technology is preferred.

• PMP, CAPM, or similar certification is advantageous.

• Excellent interpersonal, written, and verbal communication skills.

• Highly organized, capable of managing competing priorities in a dynamic environment.

• Strong sense of ownership with a proactive approach to action and follow-through.

• Ability to establish trusted customer relationships while maintaining accountability and driving results.

🏝️ Benefits

• PTO leave

• Quarterly wellness days

• EAP program

• Healthcare benefits

• Bonus incentives

• 401(k) match

• Pet insurance

• FSA account

• Remote-first hiring strategy