Customer Onboarding Manager

Tessera Labs

1d•$150,000 - $180,000•Remote

About The Position

The Customer Onboarding Manager owns each new customer's journey from the handoff by the Go-To-Market team through production go-live. The role focuses on making onboarding faster, more predictable, and easier for customers by coordinating customer approvals and internal responses. The manager joins customer calls from the beginning, develops a shared onboarding plan, and tracks timelines, open items, owners, and next steps across multiple engagements. They help customers navigate security, compliance, architecture, legal, and procurement approvals, and route technical questions to the appropriate Tessera teams rather than answering deep technical questions themselves. The role also improves onboarding processes by identifying patterns behind delays, building a repeatable playbook and reusable resources, tracking onboarding metrics, reporting trends to leadership, and using AI tools to support tracking, follow-ups, and reporting.

Requirements

3–5 years of experience in customer onboarding, implementation management, customer success, project coordination, or a similar customer-facing role at a B2B software company.
Excellent written and verbal communication skills, including confidence leading calls with customer stakeholders and following up proactively.
A record of managing several customer engagements simultaneously and keeping them on schedule.
Experience building processes from scratch, such as playbooks, checklists, and trackers, and getting other teams to use them.
Strong organization and follow-through, including clear written status updates.
Basic understanding of enterprise security reviews, compliance requirements, and cloud deployments, sufficient to route questions to the right experts.
Comfort working across teams through influence without direct authority.

Nice To Haves

Experience onboarding enterprise customers through security reviews, vendor due diligence, or procurement at an enterprise SaaS or AI company.
Familiarity with compliance frameworks such as SOC 2 or ISO/IEC 27001.
Exposure to regulated or government customers with long approval cycles.
Experience with project tracking tools such as Jira, Asana, or a CRM system.
Background at a high-growth startup.

Responsibilities

Take handoffs from the Go-To-Market team and join customer calls from the start of each engagement.
Build a shared onboarding plan covering security and compliance reviews, infrastructure questions, procurement, proof of concept, and production go-live.
Own timelines, open items, and next steps across several customer onboardings at once.
Keep customers and internal teams aligned on completed work, blockers, owners, and next steps.
Map customer approval paths, including security, compliance, architecture, legal, and procurement sign-offs.
Follow up with customer stakeholders to keep approvals moving and help provide reviewers with questionnaires, compliance evidence, and architecture documents.
Identify stalled approvals early and escalate through appropriate customer and Tessera contacts.
Route customer questions to the appropriate Tessera team and track them to a committed answer date.
Ensure handoffs between internal teams happen without dropped items or repeated questions to customers.
Identify and drive fixes for internal gaps that slow onboarding, including missing documents, slow answers, and unclear ownership.
Build and maintain a repeatable onboarding playbook with stage definitions, checklists, templates, and handoff criteria.
Track onboarding metrics, including time from Go-To-Market handoff to proof-of-concept start and from proof of concept to production, and report trends to leadership.
Maintain a reusable library of common customer requests and answers with the owning teams.
Use AI tools to speed up tracking, follow-ups, and reporting.