Manager, Customer Onboarding & Success

Responsibilities

• Onboarding Leadership & Customer Experience
• Lead the onboarding function, managing and developing team members with clear accountability for customer outcomes, milestones, and exit criteria.
• Ensure onboarding plans translate purchased solutions into clear business outcomes, timelines, responsibilities, and adoption goals — with a focus on accelerating time to first value.
• Identify and resolve onboarding risks, stalled customers, and recurring friction points; establish standards for customer communication, stakeholder alignment, and governance.
• Technical Deployment Project Management
• Directly project manage customer deployments in partnership with CSEs and SAs — owning the end-to-end project plan, timeline, milestones, and customer-facing communication from post-sale through go-live.
• Define task ownership for technical resources with tracked deadlines, dependencies, and escalation paths; run deployment status meetings and drive blockers to resolution.
• Serve as the single point of accountability for the customer during deployment, translating technical activity into clear status, expectations, and next steps.
• Customer Success & Cross-Functional Partnership
• Partner with CS leadership, CSMs, and Sales to establish strong handoffs and ensure customers are positioned for long-term adoption, retention, and growth.

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