Onboarding Manager

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About Our Client

An inclusive work environment is an empowering one. Our client leads with empathy and enables others to succeed through curiosity, kindness, and self-expression.

Our client provides enterprise technology operations teams with an AI-powered SaaS solution that automates and streamlines complex processes with intelligent runbooks. The solution enables teams to respond to incidents quickly, recover from IT outages, and manage cloud migrations with precision and efficiency. The solution is used in many of the world’s largest financial institutions to support their critical technology operations.

Location: US Remote (East Coast preferred)

About The Role

The Onboarding Manager (OM) acts as the active onboarding orchestrator for all new 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 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 the organization’s 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.

What will you be doing as an Onboarding Manager?

Operationalize Onboarding & Reporting

• Define onboarding governance models and delivery standards.
• Establish and manage timelines, milestones, and dependencies in onboarding plans.
• 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 the organization’s leadership.

Escalations & Communication

• Identify delivery risks, delays, or misalignment early across customers and internal teams.
• Drive accountability with customers and internal 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.
• Onboarding Policy & Continuous Improvement
• Own onboarding policies, playbooks, and standards.
• 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.

Success Measures

• On-time, on-scope onboarding delivery.
• Increase onboarding success.
• Improved customer readiness and adoption at handoff between cross-functional teams.
• Increased consistency and predictability across customer onboarding.
• Measurable improvements in onboarding efficiency and quality.

What is expected for this role…

• 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.

The benefits…

• Share Options as part of the compensation package.
• 20 days of PTO per year public holidays.
• 3 volunteer days to use for any charitable/voluntary cause.
• A top-tier private health insurance package.
• 401k contribution plan.
• Work from home stipends.
• A personal learning and development budget. Support will be provided in the quest for knowledge.
• A globally consistent parental leave approach.
• Employee Referral Scheme.
• Multiple mental health initiatives, from fully subsidized therapy sessions to subscriptions to leading wellbeing platforms.

Salary Range

$135,000–$145,000 bonus