Customer Onboarding Manager

ID.me; Mountain View, McLean (CA, VA); On-site; USD 120,000 - 180,000; Full time

Job summary

ID.me is a high‑growth digital identity network focused on simplifying identity verification for individuals. We are seeking a Customer Onboarding Manager in Mountain View to guide enterprise accounts from kickoff through launch, coordinating with Product, Engineering, Compliance and Support to ensure successful implementation of identity verification solutions.

You will own end‑to‑end onboarding projects, manage timelines, communicate clearly with stakeholders, identify risks early, and

Qualifications

• 5+ years in onboarding, implementation, or program/project management.
• Experience supporting enterprise or strategic accounts with long implementation cycles.
• Strong organizational and problem‑solving skills; able to manage multiple projects.
• Excellent written and verbal communication with technical and non‑technical stakeholders.
• Familiarity with Google Workspace, Jira, Rocketlane, Salesforce.
• Preferred: government, healthcare, or financial services customers; digital identity, SaaS, or security background.
• Preferred: understanding of compliance frameworks (NIST, FedRAMP, IAL2).
• Preferred: PMP or other project management certification.

Responsibilities

• Serve as the primary point of contact during onboarding, ensuring customers feel supported and informed.
• Lead end‑to‑end implementation projects – developing project plans, defining success criteria, and managing timelines.
• Collaborate with internal teams (Product, Engineering, Compliance, Customer Support) to deliver solutions that meet customer needs.
• Identify risks and blockers early, escalating and driving resolutions to keep projects on track.
• Educate customers on ID.me’s platform, tools, best practices, and support resources.
• Facilitate stakeholder communications and manage expectations throughout the onboarding lifecycle.
• Document onboarding activities and lessons learned to improve onboarding frameworks.

Skills

Onboarding management

Program/project management

Cross-functional collaboration

Organizational skills

Communication

Education

PMP certification (preferred)

Tools

Google Workspace

Jira

Rocketlane

Salesforce

Job description

Company Overview

ID.me is a high‑growth digital identity network simplifying identity verification for individuals. Our mission is to make the world a more trusted place by enabling access to critical services across government, healthcare, financial services, and more.

Role Overview

Customer Onboarding Manager responsible for guiding customers from kickoff through launch, working cross‑functionally to ensure successful implementation of ID.me’s identity verification solutions across strategic accounts such as government agencies, healthcare organizations, and large commercial customers.

Responsibilities

• Serve as the primary point of contact during onboarding, ensuring customers feel supported and informed.
• Lead end‑to‑end implementation projects – developing project plans, defining success criteria, and managing timelines.
• Collaborate with internal teams (Product, Engineering, Compliance, Customer Support) to deliver solutions that meet customer needs.
• Identify risks and blockers early, escalating and driving resolutions to keep projects on track.
• Educate customers on ID.me’s platform, tools, best practices, and support resources.
• Facilitate stakeholder communications and manage expectations throughout the onboarding lifecycle.
• Document onboarding activities and lessons learned to improve onboarding frameworks.

Qualifications

• 5+ years of experience in onboarding, implementation, or program/project management.
• Experience supporting enterprise or strategic accounts with long implementation cycles and multi‑stakeholder environments.
• Strong organizational and problem‑solving skills; comfortable managing multiple projects simultaneously.
• Excellent written and verbal communication skills, engaging both technical and non‑technical stakeholders.
• Familiarity with tools such as Google Workspace, Jira, Rocketlane, and CRM platforms like Salesforce.
• Preferred: experience with government agencies, healthcare organizations, or financial services customers.
• Preferred: background in digital identity, SaaS, or security‑related technology.
• Preferred: understanding of compliance frameworks relevant to identity and data security (NIST, FedRAMP, IAL2).
• Preferred: PMP or other project management certification.

Benefits

ID.me offers a comprehensive benefits package including medical, dental, vision, health savings account, and 401(k) with company match, among others.