Client Success, Sr. Onboarding Program Manager - Remote

Overview

The Client Success Sr. Onboarding Program Manager is a leadership role focused on developing and scaling the client onboarding program, ensuring a seamless transition for clients and maintaining strong relationships throughout the process.

In Short

• Lead and manage the client onboarding process from initial engagement to enablement.
• Develop and improve onboarding strategies and processes.
• Oversee scheduling and conduct client onboardings as needed.
• Manage and mentor the Onboarding Team for optimal client experiences.
• Act as a player-coach and escalation point for client onboarding issues.
• Track onboarding performance metrics and implement improvements.
• Establish KPIs to measure onboarding success.
• Foster relationships with internal stakeholders for resource availability.
• Participate in emergency and on-call shifts as needed.
• Support the internship program and customer-facing initiatives.

Requirements

• 7+ years in a Customer Success role, with 2 years in senior leadership.
• Experience with executive-level clients is a plus.
• 4+ years of team management experience.
• 3+ years of experience in cybersecurity or privacy-related topics.
• Ability to manage success agents and report on performance.
• Privacy certification or related experience is a plus.
• Technical knowledge of operating systems (Windows, macOS, iOS, Android).
• Strong customer service and relationship-building skills.
• Ability to work under pressure and prioritize tasks.
• Exceptional verbal and written communication skills.

Benefits

• Opportunity to work in a dynamic and growing field.
• Support and mentorship from experienced leaders.
• Engagement in impactful client-focused initiatives.
• Flexible working environment.
• Exposure to cybersecurity and privacy practices.