Senior Program Manager, Onboarding (m/w/d)

Maltego Technologies; München; On-site; EUR 85,000 - 120,000; Full time

Job summary

Maltego Technologies in Munich is seeking an experienced Program Manager, Onboarding to own delivery and governance of our onboarding program for complex B2B SaaS customers. You will manage a portfolio from Sales handover to Customer Success, design playbooks, lead improvements, and collaborate with product and other onboarding teams to ensure scalable, high-quality outcomes.

This role offers a fast-paced, international environment with opportunities to shape onboarding practices and drive

Qualifications

• Onboarding management
• Program governance
• Project management
• Communication
• CRM/analytics familiarity
• Cross-functional collaboration

Responsibilities

• Manage a portfolio of complex onboarding engagements end-to-end, from Sales handover to Customer Success handover.
• Design onboarding plans for accounts with advanced technical or organizational requirements.
• Deliver Customer Success handovers that meet acceptance criteria and maintain high CSAT.
• Use insights from accounts to inform program improvement.
• Design playbooks and SOPs for Scale-touch and High-touch onboarding.
• Lead continuous improvement initiatives and rollout across the team.
• Coordinate with Scaled and Digital Onboarding Managers for consistency.
• Ensure content accuracy with Product after releases.
• Build credibility with stakeholders through consistent delivery and clear communication.
• Surface onboarding patterns in cross-functional discussions to drive feedback.
• Serve as the primary customer contact for assigned accounts throughout onboarding.

Skills

Onboarding management

Program governance

Project management

Communication skills

CRM & analytics tools

Cross-functional collaboration

Job description

Why we need you

Maltego is a tool used globally by industry experts, analysts, and law enforcement agencies to help protect and watch over their own infrastructure but also to keep guard on internet safety, reduce crime and catch bad guys. The Program Manager, Onboarding owns both delivery and governance within Maltego's customer onboarding program. You manage a portfolio of complex accounts from Sales handover to Customer Success handover, and simultaneously govern the playbooks, SOPs, and continuous improvement initiatives that allow the full onboarding team to deliver quality at scale. This role combines hands-on customer engagement with program-level leadership — you run accounts, and you design the systems others work within.

What to expect

Onboarding Delivery

• Manage a portfolio of complex, high-touch, and scale-touch accounts end-to-end, balancing delivery responsibilities with program governance work.
• Design and execute onboarding plans for accounts with advanced technical or organizational requirements.
• Deliver Customer Success handovers that consistently meet or exceed acceptance criteria, maintaining high CSAT across your portfolio.
• Use insights from account work to identify patterns and inform program improvement.

Program Management

• Design the playbooks and SOPs for Scale-touch and High-touch onboarding, maintaining accuracy and ensuring they reflect current best practice.
• Lead continuous improvement initiatives: identifying inefficiencies, designing solutions, and driving rollout across the team.
• Coordinate with Scaled and Digital Onboarding Managers to ensure program consistency across all onboarding formats.
• Manage content accuracy as a program responsibility, working with Product to keep onboarding resources current after releases.

Cross-Functional Collaboration

• Build credibility with stakeholders through consistent delivery and clear communication.
• Represent the program perspective in cross-functional meetings, contributing structured analysis and concrete recommendations.
• Surface patterns from onboarding delivery into cross-team discussions, ensuring program feedback reaches the right people.

Customer Engagement

• Serve as the primary customer contact for assigned accounts throughout the onboarding engagement.
• Build trusted relationships with senior stakeholders and decision-makers.
• Facilitate complex discovery conversations that surface strategic use cases and inform onboarding design.
• Proactively address customer concerns before they become escalations.

Feedback, Reporting & Process Improvement

• Synthesize feedback from accounts and program touchpoints into actionable recommendations for relevant teams.
• Drive specific process improvement initiatives from identification through rollout, managing stakeholder alignment and change management.
• Contribute to onboarding content and documentation improvements that scale across the full team.

Your profile in short

Required

• Proven track record managing complex customer onboarding or implementation engagements in a B2B SaaS or enterprise software environment.
• Demonstrated experience owning program governance — playbooks, SOPs, or process frameworks used by other team members.
• Strong project management skills with the ability to balance multiple concurrent engagements and program initiatives.
• Excellent communication skills — able to calibrate messaging for customers, internal stakeholders, and senior leadership.
• Comfortable working across systems and tools (CRM, project management, analytics platforms) to track progress and report outcomes.
• Analytical mindset — able to identify patterns, synthesize feedback, and design evidence-based improvements.

Preferred

• Experience with OSINT, investigations, or intelligence workflows.
• Familiarity with product-led or usage-driven customer success models.
• Background in process improvement, change management, or operational excellence.

Why you will love Maltego

Maltego is a scale-up company. We provide you the benefits and security of larger corporations coupled with the dynamic and fast-paced work environment and flat hierarchies of a start-up. We are proud to have a large global community that loves our product because it helps to solve the investigations that are most important.

• Insights into the daily operations of a fast-growing tech scale-up
• Opportunity to quickly take over responsibility and make a direct and long-lasting impact
• Motivated and highly international team

At Maltego, we are committed to supporting diversity and inclusion in our organization. We are an equal opportunity employer. We welcome applications from all individuals regardless of race, religion, color, nationality, gender, sexual orientation, age, or disability.

Location

Our Munich office