Manager, Customer Onboarding – Success

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

📋 Description

• Oversee the customer onboarding process for both Enterprise and commercial accounts.

• Lead and nurture team members, ensuring accountability for customer results, milestones, and exit criteria.

• Convert purchased solutions into tangible business outcomes, timelines, responsibilities, and adoption objectives.

• Identify and mitigate onboarding risks, address stalled customers, and resolve recurring challenges.

• Manage technical customer deployments in collaboration with CSEs and SAs from post-sale to go-live.

• Take ownership of project plans, timelines, milestones, communications with customers, dependencies, and escalation procedures.

• Conduct deployment status meetings and facilitate the resolution of any blockers.

• Act as the primary point of accountability for customers during the deployment phase.

• Collaborate with CS leadership, CSMs, and Sales on handoffs, adoption, retention, and growth strategies.

• Supply CSMs with onboarding documentation, customer objectives, adoption progress, risks, and subsequent steps.

• Work alongside Product and Support teams to tackle systemic onboarding challenges.

• Design and continually enhance tiered onboarding programs, incorporating digital, scalable, guided, and high-touch experiences.

• Integrate self-service content, product walkthroughs, automated communications, and milestone checkpoints.

• Track engagement, completion rates, time-to-value, adoption metrics, CSAT, and handoff statistics.

• Establish governance, processes, operating rhythms, reporting, and scalability enhancements throughout the onboarding process.

⛳️ Requirements

• 7+ years of experience in Customer Success, customer onboarding, or a similar post-sale SaaS role.

• 2+ years of experience managing customer-facing teams.

• Prior experience as or in a leadership role for CSMs is highly preferred.

• Direct experience in project managing technical customer deployments with resources such as CSEs, SAs, or implementation engineers.

• Experience ideally within an Enterprise or mid-market SaaS setting.

• Proven understanding of the SaaS customer lifecycle and the connection between onboarding, adoption, retention, and growth.

• Excellent communication and stakeholder management skills in a customer context.

• Proven track record of driving customer adoption, value realization, and business outcomes in a SaaS environment.

• Familiarity with CS platforms such as Gainsight, Totango, or ChurnZero.

• Knowledge of project or onboarding management tools.

• Experience with digital onboarding tools like Pendo, WalkMe, or Appcues is strongly preferred.

• Experience in B2B SaaS is essential.

• Background in cybersecurity or enterprise software is a plus.

🏝️ Benefits

• Outstanding Medical, Dental, and Vision Coverage.

• Wellness benefits.

• “Take What You Need” time off policy.

• Extensive development and training offerings.

• Generous 401k match.

• Community of professionals.

• Comprehensive benefits.