Onboarding Manager
About The Position
Air is a Creative Ops System for creative teams. Our product automates the mindless tasks that creatives and marketers do every day to manage content and unlocks creativity through image recognition, automated versioning, and approval workflows. This role requires in-office attendance at least 3 days/week in New York City. As an Onboarding Manager, you will own the end-to-end onboarding experience for Air's mid-market and enterprise customers. You'll work closely with Sales and Product to ensure every new customer launches successfully, adopts Air quickly, and sees real value in their first 90 days.
Requirements
- 2+ years in a customer-facing onboarding, implementation, or customer success role at a SaaS company.
- Experience managing multiple onboarding engagements simultaneously without dropping details.
- Comfort with technical concepts like migrations, integrations, permissions models, and SSO basics.
- Strong written and verbal communication; you can run a kickoff call and send a clear follow-up email in the same afternoon.
- Organized and proactive by nature; you track action items, flag risks early, and follow through.
- Familiarity with tools like Notion, Slack, Salesforce, or similar GTM and documentation platforms.
- Active user of AI tools (Claude, ChatGPT, or similar) in your day-to-day work; you know how to prompt well, synthesize outputs, and build AI into your workflow rather than treat it as a novelty.
Responsibilities
- Lead structured onboarding engagements from kickoff through go-live across a range of account sizes and complexity levels.
- Build and maintain onboarding project plans and customer-facing documentation tailored to each account.
- Scope and manage asset migrations from a customer's existing platform into Air.
- Work with customers to design workspace and organizational structures that match how their team actually works.
- Drive early feature adoption through hands-on training and enablement sessions.
- Run recurring onboarding syncs and document meeting notes, action items, and risk flags in real time.
- Collaborate with CSMs on a smooth handoff, ensuring continuity as customers move into the long-term success relationship.
- Surface product feedback and blockers to the right internal teams via established intake channels.
Benefits
- Competitive medical, dental, and vision insurance, along with dependent coverage.
- Generous work-from-home stipend.
- Professional development reimbursement.
- Unlimited vacation days.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
