Customer Onboarding Manager

Customer Onboarding Manager

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Onboarding Manager in the United States.

The Customer Onboarding Manager will lead the onboarding of new clients onto a complex SaaS platform, ensuring a seamless transition from sales to full platform adoption. This role combines project management, training, and customer relationship management to deliver an exceptional customer experience. You will collaborate closely with account managers, support teams, and product specialists to align onboarding activities with customer goals. Success is measured by timely onboarding, high customer engagement, and adoption rates. The ideal candidate thrives in a fast-paced environment, excels at managing multiple projects simultaneously, and enjoys coaching both customers and junior team members. This position offers a high degree of ownership, opportunity to influence processes, and exposure to cross-functional teams across the organization.

Accountabilities :

• Serve as the primary point of contact for new customer onboarding, managing timelines, deliverables, and stakeholder communications.
• Develop and maintain detailed onboarding project plans using project management tools such as Monday.com or Azure DevOps.
• Collaborate with Account Managers and cross-functional teams (implementation, product, support) to ensure successful launches.
• Conduct live and recorded training sessions tailored to customer roles and maintain comprehensive training documentation.
• Build strong, trusted relationships with customer teams to foster engagement, adoption, and satisfaction.
• Monitor and report on onboarding KPIs including project completion timelines, customer satisfaction, and training engagement.
• Lead and mentor a team of junior onboarding specialists, providing guidance, performance feedback, and professional development.
• Continuously evaluate and improve onboarding processes and training materials to enhance efficiency and scalability.