Manager, Customer Onboarding & Success

Role Overview

We are seeking an experienced Manager, Customer Onboarding & Success to lead our customer onboarding function across Enterprise and commercial accounts. This role directly reports to the Vice President of Customer Success.

What You Will Do

The ideal candidate will lead the onboarding function, managing and developing team members with clear accountability for customer outcomes, milestones, and exit criteria. They will also ensure onboarding plans translate purchased solutions into clear business outcomes, timelines, responsibilities, and adoption goals.

Why It Might Be a Fit

The ideal candidate brings a strong Customer Success background, building scalable programs in a B2B SaaS environment, hands-on experience project managing technical deployments, and leading enterprise onboarding teams.

Requirements

• 7+ years in Customer Success, customer onboarding, or a related post-sale SaaS function
• 2+ years managing customer-facing teams
• Prior experience as or leading CSMs strongly preferred
• Direct experience project managing technical customer deployments alongside technical resources (e.g., CSEs, SAs, or implementation engineers)
• Familiarity with CS platforms (e.g., Gainsight, Totango, ChurnZero) and project or onboarding management tools
• Experience with digital onboarding tools (e.g., Pendo, WalkMe, Appcues) strongly preferred

Benefits

• Outstanding Medical, Dental, and Vision Coverage
• Wellness benefits
• ‘Take What You Need’ time off policy
• Extensive development and training offerings
• Generous 401k match

Tagged as: ChurnZero, Gainsight