Senior Manager, Customer Onboarding

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

📋 Description

• Develop and lead a scalable onboarding process for complex, cross-functional customer implementations.

• Personally oversee the most intricate, strategic, or high-risk customer implementations.

• Convert commercial commitments and customer expectations into defined scope, outcomes, milestones, responsibilities, dependencies, and acceptance criteria.

• Facilitate coordination across Operations, Technology, Product, Customer Success, Finance, and other departments.

• Uphold customer-facing governance, decision-making discipline, and communication throughout the implementation process.

• Ensure operational readiness, plan for transitions, and stabilize post-launch activities.

• Maintain a comprehensive overview of ongoing onboardings, pipeline demand, and necessary resources.

• Identify capacity constraints and suggest staffing, sequencing, or prioritization actions.

• Create governance structures for project health, portfolio reviews, pipeline readiness, and executive reporting.

• Define and monitor schedule, scope, readiness, risk, customer outcomes, resource capacity, and measures of post-launch stability.

• Analyze implementation patterns to enhance forecasting, reduce recurring issues, and boost delivery efficiency.

• Directly manage onboarding project managers and future team members.

• Set expectations while providing coaching, feedback, and development opportunities.

• Allocate work based on complexity, capacity, customer requirements, and individual competencies.

• Enhance team capabilities in customer leadership, risk management, escalation procedures, executive communication, and cross-functional delivery.

• Assist in recruitment and onboarding as the portfolio expands.

• Generate early-warning signals for delivery, scope, resource, dependency, and customer-related risks.

• Escalate issues that impact business, necessitate decisions, ownership, and recommend actions.

• Provide succinct portfolio reporting and facilitate challenging cross-functional decisions.

⛳️ Requirements

• Bachelor’s degree in business, operations, supply chain, technology, project management, or a related field, or equivalent relevant experience.

• PMP certification must be active at the time of hire.

• Advanced, hands-on expertise with project management tools such as Smartsheet (highly preferred) or similar, including project plans, dependencies, dashboards, reports, portfolio views, and executive status reporting.

• 8+ years of progressive experience in project, program, or implementation leadership, encompassing complex customer-facing implementations.

• 3+ years of formal people management experience, including coaching and performance assessment.

• Proven ownership of multiple concurrent implementations or a delivery portfolio.

• Experience in capacity planning, resource forecasting, governance design, risk management, and executive reporting.

• Established ability to lead cross-functional teams without relying on direct authority.

• Exceptional written, verbal, and customer-facing communication skills.

• Experience with deals exceeding $10M is highly preferred.

• Background in service logistics, supply chain, field service, SaaS, managed services, or other complex operational environments.

• Practical experience with AI-enabled tools to enhance project and program delivery, summarize project information, identify risks and themes, prepare status communications, and streamline repeatable administrative tasks, with appropriate human review and data-handling judgment.

• Experience in building or significantly improving a customer onboarding or implementation operating model.

• Experience with enterprise customers, multi-region launches, operational integrations, or high-dependency programs.

• Familiarity with HubSpot or equivalent CRM, ERP, service management, and business intelligence platforms.

• Change management or agile certification in addition to PMP.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Flexible working hours and remote work options.

• Professional development opportunities and support for continuing education.

• Collaborative and inclusive work environment.