Senior Manager, Customer Onboarding

What you will get to do:

Customer Onboarding Delivery
• Personally lead the most complex, strategic or high-risk customer implementations as a hands-on program leader.
• Convert commercial commitments and customer expectations into clear scope, outcomes, milestones, responsibilities, dependencies and acceptance criteria.
• Coordinate execution across Operations, Technology, Product, Customer Success, Finance and other functions required for a successful launch.
• Maintain strong customer-facing governance, decision discipline and communication throughout implementation.
• Ensure operational readiness, transition planning and post-launch stabilization are built into each onboarding plan.
 
Portfolio, Capacity and Governance
• Maintain an integrated view of active onboardings, expected pipeline demand and the resources required to deliver them.
• Identify capacity constraints early and recommend staffing, sequencing or prioritization actions before commitments are at risk.
• Establish a practical governance cadence for project health, portfolio reviews, pipeline readiness and executive reporting.
• Define and monitor measures for schedule, scope, readiness, risk, customer outcomes, resource capacity and post-launch stability.
• Analyze patterns across implementations to improve forecasting, reduce recurring issues and increase delivery efficiency.
 
People Leadership
• Directly manage the current onboarding project manager and future onboarding team members.
• Set clear expectations, outcomes and measures for the team; provide regular coaching, feedback and development.
• Assign work based on complexity, capacity, customer needs and individual capability.
• Build team capability in customer leadership, risk management, escalation, executive communication and cross-functional delivery.
• Support recruitment and onboarding of additional team members as the portfolio grows.
 
Risk, Decision and Executive Communication
• Create early-warning signals for delivery, scope, resource, dependency and customer risks.
• Escalate with a clear statement of the issue, business impact, decision required, owner and recommended action.
• Provide concise portfolio reporting that distinguishes facts, assumptions, decisions, commitments and unresolved risks.
• Facilitate difficult cross-functional decisions and hold owners accountable for timely follow-through.

What will make you successful:

Required Qualifications  
• Bachelor’s degree in business, operations, supply chain, technology, project management, or a related field, or equivalent relevant experience 
• Experience with deals of $10M+ 
• Active PMP certification
• Advanced, hands-on proficiency with project management tools such as Smartsheet (highly preferred) or equivalent: project plans, dependencies, dashboards, reports, portfolio views, and executive status reporting 
• 8+ years of progressive project, program, or implementation leadership, including complex customer-facing implementations 
• 3+ years of formal people-management experience, including coaching and performance management 
• Demonstrated ownership of multiple concurrent implementations or a delivery portfolio 
• Experience with capacity planning, resource forecasting, governance design, risk management, and executive reporting 
• Proven ability to lead cross-functional teams without relying on direct authority 
• Excellent written, verbal, and customer-facing communication skills 
• Practical experience using AI-enabled tools to improve project and program delivery, summarizing project information, identifying risks and themes, preparing status communications, and streamlining repeatable administrative work, with appropriate human review and data-handling judgment 
• Must have the current and continuing right to work in the United States of America without restrictions or expirations.
 
Preferred Qualifications 
• Experience in service logistics, supply chain, field service, SaaS, managed services, or another complex operational environment
• Experience building or materially improving a customer onboarding or implementation operating model 
• Experience with enterprise customers, multi-region launches, operational integrations, or high-dependency programs 
• Familiarity with HubSpot or equivalent CRM, ERP, service management, and business intelligence platforms