Customer Onboarding Manager

Insider; United States; Hybrid; USD 90,000 - 130,000; Full time

Job summary

Insider is seeking a Customer Onboarding Manager to lead the onboarding process for new and existing clients, ensuring rapid value realization from Insider One. You will translate client needs into actionable deployments, coordinating with product and technical teams to enable successful adoption and measurable ROI.

As a cornerstone of the Onboarding team, you will tailor 1:1 onsite and remote sessions, train clients on platform capabilities, and define success metrics with stakeholders at all

Qualifications

• Minimum 5 years in SaaS project management and onboarding.
• Strong communication with internal and external stakeholders.
• Experience delivering projects on time with clear KPIs.

Responsibilities

• Lead customer onboarding from sales to implementation to drive time-to-value.
• Collaborate with technical teams to design optimal integration solutions.
• Set up onboarding processes, trainings, and success metrics for ROI.
• Establish relationships with client leadership and end users.
• Ensure smooth transitions to Customer Success after onboarding.

Skills

Project management

SaaS onboarding

Stakeholder management

Communication skills

Time management

Training & workshops

Education

PMP

Prince2

Agile

Tools

Google Tag Manager

Google Analytics

APIs/Webhooks

CRM/ERP platforms

Job description

• The Customer Onboarding Manager is one of the first members of thepost-salesteam to work with new and existing clients
• The Customer Onboarding Manager is responsible fortransitioning our clients from the sales process through onboarding and implementation of their new platform, while reinforcing the Insider One vision of true 1-to-1 personalisation driven by the client’s data
• Responsible for understanding client’s business requirements and use-cases, managing project delivery, and ensuring accelerated time-to-value realisation from their investment in Insider One
• It is critical during this initial period that our new clients are enabled and empowered to use the platform to its fullest potential
• The Customer Onboarding Manager is the key member of the Onboarding team
• They are responsible for ensuring smooth, timely, and complete Insider One platform adoption and client confidence in their new system
• Using a combination of hands‑on approach with strong project management principles and technical knowledge, the Customer Onboarding Manager will be responsible for providingtechnical guidance to the client
• Supporting clients through setup while having a full understanding of the client’s application environment and data in order to provide optimal solution design recommendations for integration in a timely and impactful manner
• Project manage customer onboardings to successful outcomes, accelerating Time to Value, growing and retaining customers
• Collaborate with internal technical resources to empower and train customers to use Insider One’s platform and powerful features as efficiently as possible
• Establish credible relationships with all levels of the customer organization, from senior managers to end users of Insider One, to understand their business and technical goals for using Insider One
• Help drive early adoption, setting KPIs and success metrics for ROI
• Advocate customer business use-cases to product development
• Ensure successful transitions to the Customer Success Manager team after onboarding by understanding and documenting client stakeholder roles and hierarchy
• Enhance customer experience during onboarding by designing and continually improving processes and materials
• Where required, tailor 1:1 onsite and remote onboardings to meet client needs and exceed expectations
• Responsible for establishing client’s trust and confidence in Insider One platform
• Help drive early adoption, setting KPIs and success metrics for full ROI attainment
• Where necessary, coordinate effectively with client agencies and third parties to drive desired outcomes
• Ensure highest deliverable quality and client satisfaction to streamline the post-onboarding transition to the Customer Success & Support teams
• Where applicable, coordinate with the development team to ensure the custom development is up to standard and meets client expectations
• Understand and document client stakeholder roles within an account to ensure smooth & successful transition to the Customer Success Manager team after onboarding
• Own project and assume responsibility for successful project implementation while working closely with internal and external stakeholders
• Facilitate exceptional user-enablement training and workshops

PM qualifications (Agile, PMP, Prince2) is a plusStrong at Communication with Internal & External StakeholdersStrong written and verbal communication skills; business fluency in EnglishDelivering projects in a timely and qualified mannerExperience with other CRM, ERP / Marketing Automation platforms as an advantageUnderstanding of Google Tag Manager, Google Product Feed, and Google Analytics is an advantageMinimum 5 years experience in SaaS project management and client onboardingStrong time and task management skills are a mustExposure to and understanding of AI driven product recommendation tools and algorithms is an advantageUnderstanding of webhooks and API