Onboarding Manager

Cutover

6h•$135,000 - $145,000•Remote

About The Position

An inclusive work environment is an empowering one. At Cutover, we lead with empathy and enable others to succeed through curiosity, kindness, and self-expression. Cutover provides enterprise technology operations teams with an AI-powered SaaS solution that automates and streamlines complex processes with intelligent runbooks. The Cutover solution enables teams to respond to incidents quickly, recover from IT outages, and manage cloud migrations with precision and efficiency. Cutover is used in many of the world's largest financial institutions to support their critical technology operations, including 5 out of the top 6 largest asset managers and 3 out of the top 5 US banks. What does this role mean to us? The Onboarding Manager (OM) acts as the active onboarding orchestrator for all new Cutover customers, ensuring structured, predictable, and high-quality onboarding experiences. This is a customer-facing role that partners directly with customers throughout onboarding to drive alignment, clarity, and momentum. The OM raises the bar on onboarding standards, drives delivery governance, and ensures customers progress efficiently from implementation to their defined value realization moment within six months. The OM is accountable for the onboarding plans of all new Cutover customers, managing multiple customers concurrently. They provide cross-workstream oversight across Customers, AE, CSM, and Delivery teams to proactively identify risks, misalignment, and execution gaps throughout onboarding. The OM ensures issues are surfaced early and escalated through defined governance forums in line with our methodology, maintaining transparency, accountability, and forward momentum. While AEs and CSMs own the overall customer relationship, the OM owns the onboarding plan, governance structure, and execution oversight. The role counsels and supports onboarding teams and customers alike, driving clarity on progress, blockers, resourcing, decision-making, and next steps to ensure successful, timely onboarding outcomes.

Requirements

Strong program or project management background
Experience managing multiple complex, cross-functional implementations
Proven ability to drive accountability without direct authority
Comfortable with executive-level communication and escalation
Process-oriented mindset with a passion for continuous improvement
Previous tech operations experience

Responsibilities

Define onboarding governance models and delivery standards
Establish and manage timelines, milestones, and dependencies in onboarding plan
Align onboarding plans with customer goals, Value Realization Moment, and Year 1 success criteria
Coordinate cross-functionally with CS, AEs, Solution Architecture, and Delivery to ensure aligned execution
Track progress across all active onboardings and maintain end-to-end visibility
Provide clear, consistent reporting on progress, risks, and blockers to customers and Cutover's leadership
Identify delivery risks, delays, or misalignment early across customers and Cutover teams
Drive accountability with customers and Cutover teams to meet onboarding commitments
Ensure blockers are clearly documented, owned, and resolved
Lead timely escalations to the appropriate stakeholders when onboarding outcomes are at risk
Facilitate clear, proactive communication to keep onboarding on track with customers
Own onboarding policies, playbooks, and standards at Cutover
Continuously evaluate onboarding performance, effectiveness, and customer outcomes
Identify recurring gaps or inefficiencies and drive improvement to onboarding processes
Raise onboarding maturity and consistency across teams

Benefits

We're excited to offer Share Options as part of our compensation package.
20 days of PTO per year + public holidays, and we want you to take all of them!
3 volunteer days to use for any charitable/voluntary cause you would like.
A top-tier private health insurance package.
401k contribution plan
Work from home stipends
A personal learning and development budget through Learnerbly. You’ll be supported in your quest for knowledge, whatever that looks like to you.
If you’re thinking of starting or growing your family, then you’ll be in great company - more than half of our team are parents and we’ve built a globally consistent parental leave approach that we’re proud of.
Employee Referral Scheme.
Safeguarding the mental health of our teams is paramount for us. If you’d like to, then you’ll be able to avail yourself of multiple Cutover mental health initiatives, from fully subsidized therapy sessions to subscriptions to leading wellbeing platforms.