Customer Onboarding Manager (SaaS, Remote)

Job summary

The role involves guiding new customers through the onboarding process for a complex SaaS platform, ensuring they successfully adopt and gain value from the service. The position requires collaboration with various teams to facilitate a smooth transition from purchase to active usage, emphasizing strong communication and project management skills.

Qualifications

• 1–2 years of experience in customer onboarding, implementation, or related customer-facing roles
• Strong project management and organizational abilities to handle multiple customers
• Experience engaging with clients and stakeholders at various levels, including senior decision-makers
• Excellent communication skills with a focus on customer satisfaction
• Proficient in troubleshooting and resolving issues proactively
• Comfortable in collaborative, cross-functional environments
• Analytical mindset with attention to detail and a focus on process improvement
• Quick learner with the ability to explain technical products or SaaS platforms
• Bachelor’s degree preferred but not mandatory
• Strong interpersonal skills for building trusted customer relationships

Responsibilities

Benefits

• Lead and manage the complete customer onboarding and implementation processes
• Conduct detailed platform walkthroughs and assist customers with setup and configuration
• Clearly communicate onboarding requirements to customers and internal teams
• Educate customers on platform capabilities and best practices for smooth adoption
• Oversee customer data migration processes, ensuring accuracy and completeness
• Log and track customer needs, feedback, and issues using internal CRM systems
• Collaborate with Sales, Customer Success, Support, and Engineering teams
• Build strong relationships with customer stakeholders to enhance engagement and satisfaction
• Identify areas for process improvement to enhance the onboarding experience
• Support customers in achieving operational goals through effective platform usage
• Competitive base salary based on experience and market standards
• Fully remote work flexibility
• Comprehensive health coverage including medical, dental, vision, and prescription benefits
• Paid time off and additional leave options including parental and medical leave
• Retirement savings support with employer contributions
• Wellness benefits including a monthly wellness allowance
• Mental health support and confidential counseling services
• Home office setup support after one year of employment
• Opportunities for learning and development to support career growth