Customer Onboarding Manager
About The Position
This role is based in our Newton, MA office. We are seeking a Customer Onboarding Manager who will be responsible for delivering a seamless onboarding experience for customers on our BrightTALK and Portal platforms. The Onboarding Manager will own the critical transition from contract signature to platform adoption, ensuring customers are trained, configured, and ready to achieve their business goals. The Onboarding Manager will serve as the primary point of contact during onboarding, guiding customers through setup and training while coordinating with Sales, Campaign Management, Product, Support, and Delivery teams. This role builds early customer confidence, reduces time-to-value, and ensures a smooth handoff to ongoing support.
Requirements
- Bachelor’s degree
- 1-3 of customer facing experience in a customer success or support role, preferably in a software or Sales/Marketing environment.
- Extremely detailed oriented, ability to multi task several different product & client engagements
- Creative problem solving, solutions-oriented and strategic, long-term view of customer relationship
- Strong sales orientation, communication skills, client-ready presentation skills and writing skills
- Ability to offer perspective and guidance, in some cases, in a persistent manner.
Nice To Haves
- Preferable experience onboarding clients to SaaS products
- Knowledge of B2B digital marketing, ad tech, marketing automation systems, lead generation, demand generation and content marketing
Responsibilities
- Own the end-to-end onboarding experience for subscription customers from contract signature through completion
- Serve as the primary customer contact during onboarding, connecting customers to resources and support teams
- Send welcome communications and provide "What to Expect" documentation and self-service resources
- Schedule and lead kickoff calls to confirm goals, timelines, and success criteria
- Deliver platform training, product walkthroughs, and best-practice guidance
- Coordinate integration setup with internal technical and support teams
- Lead internal onboarding coordination across Sales, Campaign Management, Product, Support, and Delivery
- Track onboarding progress, manage risks, and ensure timely issue resolution
- Maintain accurate onboarding status and customer sentiment updates in internal systems
- Confirm customer readiness and transition customers to ongoing support
- Provide feedback to improve onboarding processes and documentation
Benefits
- Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active colleague groups and networks promoting a positive, supportive, and collaborative work environment
- Broader impact: take up to four days per year to volunteer with a philanthropic organization
- Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it’s time for the next step, we encourage and support internal job moves
- Time out: Open Vacation, plus 10 national holidays, and the chance to work from (almost!) anywhere for up to four weeks a year
- Competitive benefits, including a 401k match, health, vision and dental insurance, parental leave and an ESPP offering company shares at a minimum 15% discount
- Strong wellbeing support through EAP assistance, mental health first aiders, free access to a wellness app and more
- Recognition for great work, with global awards and kudos programs
- As an international company, the chance to collaborate with teams around the world
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
