Customer Onboarding & Implementation Manager

What You'll Do

• Own the onboarding lifecycle for strategic enterprise customers — from project kickoff through go-live.
• Drive delivery against defined onboarding milestones and success criteria, ensuring projects remain on track, within scope, and aligned to customer expectations.
• Serve as a senior point of escalation for enterprise implementation challenges, collaborating cross-functionally with Product, Engineering, and Support to remove barriers.
• Ensure effective handoffs from sales and implementation, and set clear expectations with customers early in the engagement.
• Lead a team of customer experience professionals who support onboarding delivery across customer segments, with a focus on enterprise engagements.
• Advocate for the voice of the enterprise customer, ensuring insights from onboarding engagements inform Product, CX, and overall service improvements.
• Model a customer-first mindset in every interaction and coach the team to drive trusted relationships with key customer stakeholders

What Makes You A Great Fit

• At least five (5) years of experience in customer onboarding, implementation, or project/account management in a SaaS or technology-enabled environment.
• At least two (2) years of experience leading customer-facing teams.
• Strong track record managing enterprise or complex customer onboarding engagements.
• Proven ability to lead cross-functional efforts, manage project timelines, and influence outcomes across diverse stakeholders.
• Excellent communication, facilitation, and relationship-building skills.
• Professional Proficiency in English to effectively communicate with a global customer base
• Travel required for onsite meetings with customers and internal meetings as needed
• Experience with onboarding in compliance, environmental health & safety, or sustainability-focused platforms. (Desired)