Company Site
Customer Onboarding Manager
SAI360
USA
Full-time
Manager · 5+ years experience
Onsite
Discovered 3 weeks ago
Full Job Posting
What you'll do
- Serve as the primary coordinator for the customer onboarding journey from contract handoff through launch and transition to ongoing Customer Success.
- Establish clear onboarding plans including milestones, responsibilities, dependencies, and success criteria, and lead alignment meetings to ensure expectations and timelines are understood.
- Maintain consistent customer communication throughout onboarding and ensure a structured, seamless handoff to the ongoing Customer Success team.
- Coordinate onboarding activities across SAI360 product lines, creating a cohesive customer experience across implementation workstreams.
- Partner closely with Sales, Account Management, Customer Success, Professional Services, Product, Support, and Finance to ensure commitments and implementation requirements are aligned and completed according to plan.
- Maintain visibility across product implementations, managing dependencies, sequencing, and competing priorities.
- Develop and maintain comprehensive onboarding project plans, milestones, deliverables, dependencies, risks, and target launch dates across multiple concurrent engagements.
- Proactively identify timeline, resource, scope, and readiness risks and drive mitigation and escalation when necessary.
- Hold internal stakeholders and customers accountable for agreed-upon actions and timelines while maintaining productive relationships.
- Track onboarding health using Salesforce, Smartsheets, and other systems while providing leadership visibility into status, trends, and risks.
- Partner with customers and Customer Success to define measurable onboarding success criteria, desired business outcomes, and initial adoption goals.
- Ensure onboarding plans extend beyond technical go-live to include customer readiness, enablement, stakeholder engagement, and adoption activities.
- Monitor early indicators of adoption and customer readiness, identifying gaps that could impact long-term customer health and value realization.
- Establish clear exit criteria for onboarding and ensure successful transition to ongoing Customer Success.
- Build strong customer relationships and establish confidence in SAI360 early in the customer lifecycle.
- Partner with leadership to continuously improve standardized onboarding methodologies, templates, processes, and reporting.
- Analyze onboarding trends, including implementation duration, delays, escalations, and time-to-value to improve the customer experience.
- Develop a strong working knowledge of SAI360 products, services, and implementation methodologies to effectively guide customer engagements.
- What you'll bring to the table:
- Bachelor's degree or equivalent relevant professional experience.
- 5+ years of experience in customer onboarding, implementation, professional services, project management, Customer Success, or a related customer-facing SaaS role managing complex, concurrent projects.
- Exceptional project management and organizational skills with demonstrated ability to drive projects to completion and hold stakeholders accountable.
- Experience coordinating cross-functional teams without direct authority and strong customer-facing communication skills across operational and executive stakeholders.
- Proven ability to identify project risks early, develop mitigation plans, and escalate effectively when necessary.
- Ability to translate customer business requirements into actionable implementation and onboarding plans.
- Strong technical aptitude and experience with project management and enterprise applications such as Smartsheet, Salesforce, or Jira.
- Experience within SaaS, Governance/Risk/Compliance, Ethics & Compliance, or Learning Technology preferred.
- PMP, CAPM, or similar certification is a plus.
- Excellent interpersonal, written, and verbal communication skills.
- Highly organized with the ability to manage competing priorities in a fast-paced environment.
- Strong ownership mentality with a bias toward action and follow-through.
- Ability to build trusted customer relationships while maintaining accountability and driving outcomes.
- In the interest of Pay Transparency, compensation range for this position is $100,000 to $130,000 plus opportunity for bonus.
- Why you should apply to SAI360:
- Alongside a remote-first hiring strategy and competitive salary package, we offer a wide variety of employee perks including:
- PTO leave;
- Quarterly wellness days;
- EAP program;
- Healthcare benefits;
- Bonus incentives;
- 401(k) match;
- Pet insurance;
- FSA account
Qualifications
- Bachelor's degree or equivalent relevant professional experience.
About SAI360
Software & SaaS441 employeesFounded 2003
Private software company providing integrated governance, risk, compliance, EHS, sustainability, and learning tools to organizations.
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