Customer Onboarding Manager

SAI360

3d•$100,000 - $130,000•Remote

About The Position

SAI360 is seeking a Customer Onboarding Manager to orchestrate the end-to-end onboarding experience for new customers. This role is crucial for ensuring customers realize value quickly from their technology investments by managing the entire process from contract signature through implementation, launch, and transition to ongoing Customer Success. The position requires strong project management, customer communication, cross-functional leadership, and the ability to proactively identify and address risks, particularly for multi-solution customers.

Requirements

Bachelor's degree or equivalent relevant professional experience.
5+ years of experience in customer onboarding, implementation, professional services, project management, Customer Success, or a related customer-facing SaaS role managing complex, concurrent projects.
Exceptional project management and organizational skills with demonstrated ability to drive projects to completion and hold stakeholders accountable.
Experience coordinating cross-functional teams without direct authority and strong customer-facing communication skills across operational and executive stakeholders.
Proven ability to identify project risks early, develop mitigation plans, and escalate effectively when necessary.
Ability to translate customer business requirements into actionable implementation and onboarding plans.
Strong technical aptitude and experience with project management and enterprise applications such as Smartsheet, Salesforce, or Jira.
Excellent interpersonal, written, and verbal communication skills.
Highly organized with the ability to manage competing priorities in a fast-paced environment.
Strong ownership mentality with a bias toward action and follow-through.
Ability to build trusted customer relationships while maintaining accountability and driving outcomes.

Nice To Haves

Experience within SaaS, Governance/Risk/Compliance, Ethics & Compliance, or Learning Technology preferred.
PMP, CAPM, or similar certification is a plus.

Responsibilities

Serve as the primary coordinator for the customer onboarding journey from contract handoff through launch and transition to ongoing Customer Success.
Establish clear onboarding plans including milestones, responsibilities, dependencies, and success criteria, and lead alignment meetings to ensure expectations and timelines are understood.
Maintain consistent customer communication throughout onboarding and ensure a structured, seamless handoff to the ongoing Customer Success team.
Coordinate onboarding activities across SAI360 product lines, creating a cohesive customer experience across implementation workstreams.
Partner closely with Sales, Account Management, Customer Success, Professional Services, Product, Support, and Finance to ensure commitments and implementation requirements are aligned and completed according to plan.
Maintain visibility across product implementations, managing dependencies, sequencing, and competing priorities.
Develop and maintain comprehensive onboarding project plans, milestones, deliverables, dependencies, risks, and target launch dates across multiple concurrent engagements.
Proactively identify timeline, resource, scope, and readiness risks and drive mitigation and escalation when necessary.
Hold internal stakeholders and customers accountable for agreed-upon actions and timelines while maintaining productive relationships.
Track onboarding health using Salesforce, Smartsheets, and other systems while providing leadership visibility into status, trends, and risks.
Partner with customers and Customer Success to define measurable onboarding success criteria, desired business outcomes, and initial adoption goals.
Ensure onboarding plans extend beyond technical go-live to include customer readiness, enablement, stakeholder engagement, and adoption activities.
Monitor early indicators of adoption and customer readiness, identifying gaps that could impact long-term customer health and value realization.
Establish clear exit criteria for onboarding and ensure successful transition to ongoing Customer Success.
Build strong customer relationships and establish confidence in SAI360 early in the customer lifecycle.
Partner with leadership to continuously improve standardized onboarding methodologies, templates, processes, and reporting.
Analyze onboarding trends, including implementation duration, delays, escalations, and time-to-value to improve the customer experience.
Develop a strong working knowledge of SAI360 products, services, and implementation methodologies to effectively guide customer engagements.