Customer Onboarding Manager

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

📋 Description

• Receive handoffs from the GTM team and participate in customer calls from the beginning of each engagement.

• Develop comprehensive onboarding plans that include security reviews, compliance assessments, infrastructure inquiries, procurement, POC, and production go-live processes.

• Manage timelines, outstanding items, and next steps for multiple customer onboardings concurrently.

• Ensure alignment between customers and internal teams regarding completed, blocked, and assigned tasks.

• Outline customer approval pathways for security, compliance, architecture, legal, and procurement processes.

• Follow up with customer stakeholders to assist in providing questionnaires, compliance documentation, and architectural materials.

• Identify stalled approvals and escalate issues to the relevant customer and Tessera contacts.

• Direct customer inquiries to the appropriate TPM, Security, Compliance, Infrastructure, or GTM teams, while tracking committed response timelines.

• Facilitate seamless transitions between teams to avoid lost information or repeated inquiries from customers.

• Recognize internal onboarding deficiencies and drive necessary improvements with the responsible teams.

• Create and uphold a repeatable onboarding playbook that includes stage definitions, checklists, templates, and criteria for handoffs.

• Monitor onboarding metrics from GTM handoff to POC initiation and from POC to production, while reporting trends to leadership.

• Maintain a reusable repository of common customer inquiries and responses.

• Utilize AI tools to enhance tracking, follow-ups, and reporting processes.

• Take ownership of each new customer's journey from GTM handoff to production go-live, ensuring it is shorter, more predictable, and streamlined.

⛳️ Requirements

• 3–5 years of experience in customer onboarding, implementation management, customer success, project coordination, or a comparable customer-facing role at a B2B software organization.

• Outstanding written and verbal communication skills, with the ability to confidently lead calls with customer stakeholders and follow up autonomously.

• Proven experience managing multiple customer engagements simultaneously while keeping each on track.

• Experience in developing processes from the ground up, including playbooks, checklists, and trackers, and ensuring their adoption by other teams.

• Strong organizational skills and attention to detail, with the ability to provide clear written status updates.

• Basic knowledge of enterprise security reviews, compliance obligations, and cloud deployment strategies.

• Ability to work effectively across teams, influencing others without direct authority.

• Experience with onboarding enterprise customers through security reviews, vendor due diligence, or procurement processes at an enterprise SaaS or AI company.

• Familiarity with SOC 2 or ISO/IEC 27001 compliance frameworks.

• Exposure to regulated or government customers with lengthy approval processes.

• Proficiency in tools like Jira, Asana, or a CRM system.

• Background in a high-growth startup environment.

• Must be authorized to work in the U.S. for Tessera Labs.

• Must disclose whether immigration sponsorship is needed now or in the future.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and flexible work arrangements.

• Opportunities for professional development and career advancement.

• A collaborative and inclusive work environment.