Onboarding Customer Success Manager
About The Position
The Onboarding Customer Success Manager (OB-CSM) owns onboarding for a portfolio of enterprise and strategic customers across the Americas. The role focuses on accelerating time-to-value, establishing clear success criteria, and guiding customers toward strategic outcomes. The OB-CSM coordinates cross-functional resources—including Services, Support, Sales Engineering, Product, and Partners—to deliver a repeatable, programmatic onboarding experience, manage a high volume of accounts, encourage early adoption, and establish a foundation for long-term expansion. This is a remote role. The position requires willingness to travel up to 15% for key workshops and executive reviews. Compensation is listed as an annual base salary range of $123,880 to $202,070, depending on qualifications, experience, and work location. Compensation may also include restricted stock units and a bonus. Immigration sponsorship is not available for this position.
Requirements
- Deep, hands-on experience with Identity Governance and Administration (IGA) platforms, such as SailPoint, Saviyant, RSA, Omada, or One Identity.
- At least 5 years of experience as a Customer Success Manager leading complex, multi-threaded software onboarding or implementation projects for enterprise customers.
- Highly self-motivated and proactive, with the ability to work in a fast-paced environment and independently manage a heavy account load of more than 30 accounts.
- Comfort using modern AI tools to improve productivity and workflows.
- Proven ability to manage executive-level relationships and navigate complex enterprise organizations.
- Demonstrable success with outcome-based frameworks such as OKRs, success plans, and CSAT/NPS.
- Experience with project-management tools such as Smartsheet, Monday.com, Jira, or similar.
- Strong general knowledge of Identity & Access Management (IAM), Windows/Active Directory, and one or more cloud platforms (AWS, Azure, or GCP).
- Willingness to travel up to 15% for key workshops and executive reviews.
Nice To Haves
- Experience with Gainsight or a similar customer success platform.
Responsibilities
- Manage more than 30 concurrent customer onboarding projects from contract signature through foundational value.
- Define success plans and measurable business outcomes with customer sponsors, and document and communicate early wins.
- Create and execute project plans, manage risks, track milestones, and proactively inform executive stakeholders.
- Run customer training sessions, support platform adoption, and connect customer teams with learning materials and resources.
- Use AI tools and continuous improvement practices to automate repetitive tasks, improve the onboarding playbook, and enhance the customer experience.
- Establish governance cadences, including steering calls and executive business reviews, to validate value.
- Monitor support cases and product telemetry to anticipate and remove adoption blockers before they escalate.
- Partner with Sales on renewal and upsell strategy after foundational onboarding KPIs are met.
- Provide Product Management with feedback about early customer experience and feature gaps identified during onboarding.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
