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

Maltego; München; Vor Ort; EUR 90.000 - 130.000; Vollzeit

Zusammenfassung

Maltego is seeking a Program Manager, Onboarding to own delivery and governance within the customer onboarding program. You will manage a portfolio of complex accounts from Sales handover to Customer Success handover, while governing playbooks and SOPs to enable the team to deliver quality at scale.

You will lead onboarding delivery, program governance, and cross-functional collaboration, building trusted relationships with senior stakeholders and driving improvement initiatives across

Qualifikationen

• 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.

Aufgaben

• Manage a portfolio of complex accounts from Sales handover to Customer Success handover.
• Design onboarding plans for accounts with advanced technical or organizational requirements.
• Deliver Customer Success handovers that meet or exceed acceptance criteria and CSAT targets.
• Design the playbooks and SOPs for onboarding, maintaining accuracy and reflecting current best practices.
• Lead continuous improvement initiatives and drive rollout across the team.
• Coordinate with Scaled and Digital Onboarding Managers to ensure program consistency across onboarding formats.
• Manage content accuracy as a program responsibility, working with Product to keep onboarding resources current after releases.

Kenntnisse

Customer onboarding management

Program governance

Project management

Communication skills

CRM / analytics tools

Analytical thinking

Tools

CRM software

Jobbeschreibung

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.

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.

Here are some of the reasons why you will love Maltego:

• 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

Required Documents / Information

About Us

Maltego is the all-in-one investigation platform that accelerates complex cyber and OSINT investigations from hours to minutes. The Maltego platform powers preliminary quick OSINT investigations for digital profiling with Maltego Search as well as complex link analysis for large datasets with Maltego Graph. Through Maltego Evidence and Maltego Monitor, the platform enables investigators to collect, monitor, and preserve social media intelligence in real-time for prosecution and public safety. Whether cyber threat intelligence teams or law enforcement, Maltego equips your teams with the most essential and relevant data, with out-of-the-box access to common data sources and over 100 ready-made connectors to more. Mine, merge, and map all your essential intelligence in one place, and uncover hidden truths with Maltego!

Learn more about how we can empower your investigations at www.maltego.com.