Customer Onboarding Manager

Swooped; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

Swooped seeks an experienced Customer Onboarding Manager to guide new customers from the initial handoff to live production. You will coordinate security reviews, infra checks, procurement, and POC activities, while building scalable onboarding playbooks and dashboards.

You will lead multiple customer engagements, map sign-off paths, and collaborate across Technical PM, Security, Compliance, and GTM teams to keep projects on track and drive faster time-to-value.

Qualifications

• 3–5 years of experience in customer onboarding, implementation management, customer success, project coordination, or a similar customer-facing role at a B2B software company.
• Experience leading multiple onboarding engagements and keeping projects on schedule.
• Experience building processes from scratch such as playbooks, checklists, and trackers.
• Strong organization and clear written status updates.

Responsibilities

• Lead end-to-end onboarding engagements from kickoff through security and compliance reviews, infrastructure checks, procurement, POC, and go-live.
• Develop shared onboarding plans and manage project schedules, action items, and dependencies across several concurrent implementations.
• Identify and map customer sign-off paths including security, compliance, architecture, legal, and procurement; drive approvals.
• Coordinate cross-functional internal resources to resolve customer inquiries and document requests promptly.
• Identify bottlenecks and ownership gaps; collaborate to eliminate delays.
• Create and maintain onboarding playbooks, stage gates, checklists, templates, and reference materials.
• Monitor onboarding velocity and performance metrics; leverage AI tools to optimize tracking and reporting.

Skills

Onboarding management

Project coordination

Customer communication

Process design

Planning & scheduling

Stakeholder management

Security basics

Cross-functional collaboration

Tools

Jira

Asana

CRM

Job description

The Customer Onboarding Manager oversees each new customer's journey from the initial go-to-market handoff through to live production deployment. Working with an organization providing governed AI solutions for enterprise modernization, this role is focused on establishing a predictable, structured onboarding process, shortening approval timelines, and resolving blockers across both customer and internal teams.

Key Responsibilities

• Lead end-to-end customer onboarding engagements from initial kickoff through security and compliance reviews, infrastructure checks, procurement, proof of concept (POC), and production go-live.
• Develop shared onboarding plans and manage project schedules, action items, and dependencies across multiple concurrent customer implementations.
• Identify and map customer-side sign-off paths early—including security, compliance, architecture, legal, and procurement—and maintain consistent stakeholder follow-up to keep approvals moving.
• Coordinate cross-functional internal resources (including Technical Project Management, Security, Compliance, Infrastructure, and Go-To-Market) to ensure customer inquiries and documentation requests are resolved promptly.
• Identify procedural bottlenecks, missing documentation, or ownership ambiguities, and collaborate with internal teams to eliminate delays.
• Build and maintain reusable onboarding playbooks, stage gates, checklists, templates, and reference materials.
• Monitor and report onboarding velocity and performance metrics to leadership, utilizing AI tools to optimize tracking, reporting, and stakeholder communication.

Qualifications

• 3–5 years of experience in customer onboarding, implementation management, customer success, project coordination, or a similar customer-facing role at a B2B (business-to-business) software company.
• Excellent written and verbal communication, with the confidence to lead calls with customer stakeholders and follow up without being prompted.
• A record of running several customer engagements at once and keeping each one on schedule.
• Experience building processes from scratch, such as playbooks, checklists, and trackers, and getting other teams to use them.
• Strong organization and follow-through, with a habit of clear written status updates.
• Basic understanding of what enterprise security reviews, compliance requirements, and cloud deployments involve. Candidates need to understand the questions well enough to route them; they do not need to answer them.
• Comfort working across teams where they have influence but not direct authority.

Preferred Qualifications

• Experience onboarding enterprise customers through security reviews, vendor due diligence, or procurement at an enterprise SaaS (Software as a Service) or AI company.
• Familiarity with compliance frameworks such as SOC 2 (System and Organization Controls 2) or ISO/IEC 27001 (International Organization for Standardization / International Electrotechnical Commission 27001).
• Exposure to regulated or government customers with long approval cycles.
• Experience with project tracking tools such as Jira, Asana, or a CRM (Customer Relationship Management) system.