Senior Customer Onboarding Manager

This is a fully remote position, open to applicants in Arizona, +21 more states.

📋 Description

• Take charge of Upper Strategic Onboardings: Act as the key point of contact and trusted advisor during the onboarding process for high-value clients.

• Leadership in Strategic Programs: Create customized onboarding plans that consider complex integrations, bespoke workflows, engagement with multiple stakeholders, and effective change management.

• Management of Executive Stakeholders: Foster robust, multi-threaded relationships with senior client contacts to ensure alignment with business objectives, KPIs, and success benchmarks.

• Collaboration Across Functions: Work alongside Sales, Product, Support, and Customer Success teams to guarantee a smooth transition from sales to customer success.

• Optimization of Processes: Design, enhance, and scale onboarding frameworks that cater to both high-touch service for Enterprise clients and repeatable processes for mid-market customers.

• Risk Assessment: Proactively identify and manage risks that could hinder or affect time-to-value.

• Metrics and Reporting: Monitor and report on onboarding KPIs (time-to-value, adoption rates, NPS/CSAT, implementation timelines) and leverage insights for ongoing improvement.

• Mentorship and Team Leadership: Offer guidance to onboarding team members and help elevate best practices throughout the organization.

⛳️ Requirements

• 5-8+ years of experience in Customer Success, Onboarding, Implementation, or Program Management within a SaaS or Technology environment.

• Demonstrated success in managing the onboarding of Enterprise-level clients with intricate technical and operational demands.

• Outstanding project management abilities, capable of overseeing multiple large-scale implementations at once.

• Strong executive presence with the capacity to influence senior stakeholders both within the organization and externally.

• Excellent skills in communication, problem-solving, and relationship-building.

• Experience in developing or enhancing onboarding frameworks, playbooks, or methodologies.

• Willingness to incorporate AI into daily tasks (Experience with LLMs and/or Generative AI is advantageous).

• Knowledge of tools such as Salesforce, Planhat, or other customer success/implementation platforms is beneficial.

• Familiarity with regulations related to the Department of Transportation or the Fair Credit Reporting Act is a plus.

🏝️ Benefits

• Medical, dental, and vision coverage

• 401(k) with company match

• Paid time off and holidays

• Wellness programs

• Employee assistance program