Customer Onboarding Manager

🕒 October 13

🇺🇸 United States – Remote

💵 $100k - $130k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🚀 Onboarding Specialist

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SAI360

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

🏥 Healthcare

🏭 Manufacturing

Consulting • Healthcare • Manufacturing

SAI360 is a company that specializes in governance, risk, and compliance (GRC) solutions. It provides innovative software and training designed to help organizations gain a comprehensive view of risks, making informed decisions to manage threats and seize opportunities. SAI360 offers a centralized platform with integrated modules for ethics and compliance training, enabling businesses to effectively manage risk, foster an ethical culture, and simplify the navigation of complex regulatory landscapes. With a global workforce and tailored solutions, SAI360 serves industries such as banking, healthcare, manufacturing, and more, ensuring compliance and security across various sectors.

📋 Description

• Serve as the primary coordinator for the customer onboarding journey from contract handoff through launch and transition to ongoing Customer Success • Establish onboarding plans with milestones, responsibilities, dependencies, and success criteria • Lead alignment meetings to ensure expectations and timelines are understood • Maintain consistent customer communication and ensure a structured handoff to Customer Success • Coordinate onboarding activities across SAI360 product lines • Partner with Sales, Account Management, Customer Success, Professional Services, Product, Support, and Finance • Maintain visibility across product implementations, dependencies, sequencing, and competing priorities • Develop and maintain onboarding project plans, milestones, deliverables, risks, and target launch dates across multiple concurrent engagements • Identify timeline, resource, scope, and readiness risks and drive mitigation and escalation • Hold stakeholders and customers accountable for agreed-upon actions and timelines • Track onboarding health using Salesforce, Smartsheet, and other systems • Provide leadership visibility into status, trends, and risks • Define measurable onboarding success criteria, desired business outcomes, and initial adoption goals • Include customer readiness, enablement, stakeholder engagement, and adoption activities beyond technical go-live • Monitor early adoption and customer-readiness indicators • Establish exit criteria and ensure successful transition to ongoing Customer Success • Build strong customer relationships and establish confidence in SAI360 • Improve onboarding methodologies, templates, processes, and reporting • Analyze onboarding trends, implementation duration, delays, escalations, and time-to-value • Develop working knowledge of SAI360 products, services, and implementation methodologies

🎯 Requirements

• 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 • 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

🏖️ Benefits

• PTO leave • Quarterly wellness days • EAP program • Healthcare benefits • Bonus incentives • 401(k) match • Pet insurance • FSA account • Remote-first hiring strategy

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