Customer Onboarding Manager

Silversmith Capital Partners; Cambridge (MA); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible home working

Long Term Incentive Plan

Personal development budget

Free lunch in the office

25 days holiday + bank holidays

Company Pension Plan (matching up to 5

Job summary

Gearset is seeking an experienced Customer Onboarding Manager to lead end-to-end onboarding for SaaS customers, ensuring live deployment and value delivery. You will guide complex environments and work across admins to executives, driving successful adoption and ongoing engagement.

You’ll coordinate with CSMs, DevOps engineers, and product teams, delivering training and hands-on setup while maintaining momentum across multiple engagements.

Qualifications

• Two+ years of onboarding or implementation experience at a SaaS business.
• You have run projects, set plans, timelines, and managed dependencies.

Responsibilities

• Lead onboarding projects from close-win to go-live and own the plan and outcome.
• Conduct technical deep dives to map customer environments and changes needed.
• Keep customers on track with commitments, proactive follow-ups, and risk management.
• Manage communication with admins to executives to keep stakeholders engaged throughout the project.
• Create onboarding plans outlining responsibilities and deliverables at each stage.
• Deliver product training and setup sessions to showcase the platform to stakeholders.
• Collaborate with CSMs, DevOps architects, and engineers while owning delivery accountability.
• Identify milestones and drive projects through hypercare and handover.

Skills

Onboarding projects

Project management

Stakeholder management

Technical aptitude

Communication

Tools

Salesforce DevOps

CI/CD

Version control

Job description

Many companies pay lip-service to \"Customer Success\". At Gearset, we're looking for an experienced Customer Onboarding Manager to join a company where it's a core part of our DNA. You'll get to work in a high-trust environment where you're given the freedom and support to succeed without internal politics and endless red-tape. Our Customer Success team is class leading, and we'll set you up to succeed with industry recognised training, and a chance to build deep technical knowledge on Salesforce DevOps.

What's the opportunity for a Customer Onboarding Manager at Gearset?

• You'll own the onboarding projects end to end. From the moment a customer signs, you’re their lead point of contact and accountable for getting them live, on time and set up properly with Gearset.
• You’ll be working with some of the world’s largest and most recognisable brands, such as Sony and DHL, helping them get onboard with Gearset.
• Through a highly consultative approach and deep understanding of our users, you’ll guide customers through the critical early phase of their time with us, typically a three to four month project.
• You’ll run a portfolio of concurrent onboardings, which means judging where to spend your time, spotting the project that’s drifting before it becomes a problem, and keeping momentum across all of them.

What you’ll achieve

• Lead onboarding projects from close-win to go-live. You set the plan, drive it, and are accountable for the outcome.
• Run the technical deep dive that establishes how each customer works, how their environments are structured, and what needs to change before they can get real value from Gearset.
• Keep customers moving forward. Code freezes, sandbox refreshes and new repositories all rely on customers taking action at the right time. A big part of this role is keeping those commitments on track, following up proactively, and being comfortable having direct conversations when something is at risk of slipping.
• Own communication and manage stakeholders, from the admin doing the work to the executive who signed the contract, and keep both engaged for the full project.
• Build robust onboarding plans at the outset of each engagement so the customer is fully aware of their responsibilities and deliverables at each stage.
• Run effective product training and pipeline setup sessions, presenting to experienced and senior stakeholders to showcase the platform and advise on how best to use it.
• Work closely with CSMs, Customer Success Engineers and DevOps Architects, bringing in specialist support where a project needs it, while remaining the person accountable for delivery.
• Identify and communicate key milestones, deliverables and measures of success for each customer, and take the project through hypercare, sign-off and a clean handover to the ongoing relationship.

About you

• You have two or more years of onboarding or implementation experience at a SaaS business, in a technically-minded role.
• You’ve previously run projects, not just sessions. You can point to onboardings where you set the plan, drove the timeline, managed dependencies and took accountability when things didn’t go to plan.
• You’re confident working in complex technical environments spanning multiple systems and teams, and you’re comfortable managing the stakeholders that come with them, from hands-on admins to executive sponsors, escalating when you need to.
• You’re technically minded and quick to learn, you can explain complicated things simply, and you genuinely want the customer to get value from what they’ve bought.

This isn’t a classroom training role. Our customers need someone who can stand the product up inside a genuinely complex environment, not someone who can walk them through a UI.

Great to haves

• Experience onboarding enterprise or large, multi-team customers.
• Exposure to DevOps, version control or CI/CD, in any stack. Salesforce DevOps specifically is a bonus, not an expectation.
• A background that straddles onboarding and customer success, where the tooling was complex.

Benefits (the stuff you’d expect!)

• This is a full time opportunity, working Monday to Friday with the option of flexible home working (for most of us that looks like 1-2 days a week in the office).
• You’ll be supporting US customers, so you’ll need some flexibility to work across different time zones. Our flexible working policy helps balance this, giving you the freedom to adjust your start and finish times when needed.
• Generous personal development budget for courses, conferences, or whatever is useful to your professional development in the role of up to £1500 per year
• Top end hardware provided
• Opportunity to join our Long Term Incentive Plan
• Free lunch in the office
• 25 days holiday plus bank holidays (with the option to buy an extra 5 each year)
• Company Pension Plan (matching up to 5%)
• Bupa health care
• Enhanced family leave from day 1, including 26 weeks full maternity/adoption pay, OTE-inclusive
• Bupa Menopause Plan offering specialist consultations and support
• Life Insurance & critical illness cover
• Discounted gym membership, as well as a range of health and wellness benefits