Onboarding Manager - Remote

Overview

The Onboarding Manager is responsible for delivering exceptional onboarding experiences for an assigned portfolio of new customers, ensuring a seamless transition from Sales to Customer Success. This role oversees the onboarding of these customers from deal close to handover, creating and executing onboarding plans, coordinating internal teams, and tracking progress.

In Short

• Manage a portfolio of onboarding projects/accounts, ensuring consistent delivery on time and with quality.
• Conduct onboarding meetings, product demos, company presentations, workshops, and training sessions.
• Partner with customers to understand their business processes, deployment goals, and requirements.
• Develop and manage project plans, timelines, and milestones; track progress and proactively address any roadblocks.
• Effectively manage all project communication, both internally and externally.
• Educate and enable customers on product features and best practices.
• Collaborate with internal teams to identify and eliminate onboarding risks.
• Address technical issues, troubleshoot problems, and work with cross-functional teams.
• Gather client feedback and insights to improve the onboarding process.
• Build strong, lasting relationships with clients.

Requirements

• Minimum 3+ years of experience in customer onboarding, customer service, support, account management, or customer success.
• Experience working for a SaaS company (required).
• Strong communication and presentation skills.
• Strong analytical and goal-oriented mindset backed by project management skills.
• Ability to de-escalate customer support requests.
• Moderately technical, with the ability to configure SaaS solutions.
• Ability to identify upsell/cross-sell opportunities.
• Native-level Spanish (required), fluent in English (required).
• Experience with OSINT, government investigations, and cybersecurity (advantage).
• Knowledge of Salesforce (advantage).

Benefits

• Work closely with Product, Marketing, and Sales on meaningful initiatives.
• Contribute to clear, high-quality messaging.
• Gain experience in a fast-growing tech scale-up.
• Join an inclusive and diverse team.
• Access supported language courses for continued learning.
• Receive mental health support.