Customer Onboarding Manager

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $150k - $180k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🚀 Onboarding Specialist

👻 Ghost score 20%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Tessera Labs

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

Artificial Intelligence • Enterprise • SaaS

Tessera Labs is a vendor-agnostic, multi-agent AI systems integration platform that gives enterprises a single, unified view across their IT architecture. Pre-trained on thousands of enterprise landscapes and hundreds of years of business process expertise, Tessera adapts to each customer environment to harmonize systems and data and to enable secure, governed execution across ERP and other critical systems. The company emphasizes enterprise-grade governance and controls for regulated industries, accelerating time-to-value while evolving with new data and workflows, and is built on published AI research and patented technology.

📋 Description

• Take handoffs from the GTM team and join customer calls from the start of each engagement • Build shared onboarding plans covering security review, compliance review, infrastructure questions, procurement, POC, and production go-live • Own timelines, open items, and next steps for several customer onboardings simultaneously • Keep customers and internal teams aligned on completed, blocked, and assigned items • Map customer approval paths for security, compliance, architecture, legal, and procurement • Follow up with customer stakeholders and help provide questionnaires, compliance evidence, and architecture documents • Identify stalled approvals and escalate through appropriate customer and Tessera contacts • Route customer questions to TPM, Security, Compliance, Infrastructure, or GTM teams and track committed answer dates • Ensure smooth handoffs between teams and prevent dropped items or repeated customer questions • Identify internal onboarding gaps and drive fixes with owning teams • Build and maintain a repeatable onboarding playbook with stage definitions, checklists, templates, and handoff criteria • Track onboarding metrics from GTM handoff to POC start and from POC to production, and report trends to leadership • Maintain a reusable library of common customer requests and answers • Use AI tools to improve tracking, follow-ups, and reporting • Own each new customer's path from GTM handoff through production go-live, making it shorter, more predictable, and easier

🎯 Requirements

• 3–5 years of experience in customer onboarding, implementation management, customer success, project coordination, or a similar customer-facing role at a B2B software company • Excellent written and verbal communication, with confidence leading calls with customer stakeholders and following up independently • Experience running several customer engagements simultaneously and keeping each on schedule • Experience building processes from scratch, including playbooks, checklists, and trackers, and getting other teams to use them • Strong organization and follow-through, with clear written status updates • Basic understanding of enterprise security reviews, compliance requirements, and cloud deployments • Comfort working across teams with influence but without direct authority • Experience onboarding enterprise customers through security reviews, vendor due diligence, or procurement at an enterprise SaaS or AI company • Familiarity with SOC 2 or ISO/IEC 27001 compliance frameworks • Exposure to regulated or government customers with long approval cycles • Experience with Jira, Asana, or a CRM system • Background at a high-growth startup • Must be authorized to work in the U.S. for Tessera Labs • Must answer whether immigration sponsorship is required now or in the future

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