Customer Onboarding Manager

🕒 April 13

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Insider One

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

☁️ SaaS

🤖 Artificial Intelligence

🤝 B2B

💰 $500M Series E on 2024-12

SaaS • Artificial Intelligence • B2B

Insider One is an AI-native customer engagement and personalization platform delivered as SaaS. It provides a unified customer data platform (CDP), personalization, journey orchestration, reporting/analytics, and behavioral insights, and connects to 100+ integrations to support multichannel marketing across web, email, mobile apps, site search, SMS/RCS, WhatsApp, push, and conversational CX. The platform targets marketing and customer engagement teams at enterprise and e-commerce brands to improve engagement, conversions, and lifetime value.

📋 Description

• Project manage customer onboardings to successful outcomes, accelerating Time to Value, growing and retaining customers. • Collaborate with internal technical resources to empower and train customers to use Insider One’s platform and powerful features as efficiently as possible. • Establish credible relationships with all levels of the customer organization, from senior managers to end users of Insider One, to understand their business and technical goals for using Insider One. • Help drive early adoption, setting KPIs and success metrics for ROI. • Advocate customer business use-cases to product development • Ensure successful transitions to the Customer Success Manager team after onboarding by understanding and documenting client stakeholder roles and hierarchy. • Enhance customer experience during onboarding by designing and continually improving processes and materials. • Where required, tailor 1:1 onsite and remote onboardings to meet client needs and exceed expectations. • Responsible for establishing client’s trust and confidence in Insider One platform • Help drive early adoption, setting KPIs and success metrics for full ROI attainment • Where necessary, coordinate effectively with client agencies and third parties to drive desired outcomes • Ensure highest deliverable quality and client satisfaction to streamline the post-onboarding transition to the Customer Success & Support teams • Where applicable, coordinate with the development team to ensure the custom development is up to standard and meets client expectations • Understand and document client stakeholder roles within an account to ensure smooth & successful transition to the Customer Success Manager team after onboarding • Own project and assume responsibility for successful project implementation while working closely with internal and external stakeholders • Facilitate exceptional user-enablement training and workshops

🎯 Requirements

• Minimum 5 years experience in SaaS project management and client onboarding • PM qualifications (Agile, PMP, Prince2) is a plus • Strong written and verbal communication skills; business fluency in English • Strong time and task management skills are a must • Strong at Communication with Internal & External Stakeholders • Delivering projects in a timely and qualified manner • Understanding of Google Tag Manager, Google Product Feed, and Google Analytics is an advantage • Understanding of webhooks and API • Exposure to and understanding of AI driven product recommendation tools and algorithms is an advantage • Experience with other CRM, ERP / Marketing Automation platforms as an advantage

🏖️ Benefits

• Be part of a diverse team that’s as global as it gets — where every voice is heard and 50+ nationalities build together. • Level up with internal trainings covering AI fundamentals, coding, foreign languages, and a wide range of personal development skills. • Feed your curiosity with access to Spotify, LinkedIn Learning, Blinkist, MasterClass, and CloudGuru. • Become a Shareowner through our eligibility-based “ESOP” and own a piece of what you build. • Help build the team you want to work with and enjoy rewarding referral bonuses. • Opportunities to give back to your community through volunteering and purpose-driven social impact projects. • From global retreats to team-building activities, expect year-round events that turn into lifelong memories.