Customer Onboarding Manager II - London

United States Digital Space LLC; United States; Hybrid; USD 90,000 - 140,000; Full time

Benefits offered by this job

Hybrid work options

Private health insurance

25 days paid time off

Job summary

United States Digital Space LLC is seeking an Enterprise Customer Onboarding Manager to own a portfolio of high-value enterprise customers in a fast-paced SaaS environment. You will lead onboarding, align stakeholders, and ensure a smooth, successful implementation from start to finish.

You will manage complex multi-team relationships, conduct executive-level discussions, and drive user adoption while maintaining strong governance and risk management across projects.

Qualifications

• Three+ years in direct mid-market or enterprise onboarding or customer success with large B2B customers.
• Five+ years in customer success, account management, consulting, or implementation in a SaaS/enterprise setting.
• Experience with SaaS, fintech, or enterprise technology environments.
• Strong executive relationship management, engaging senior decision-makers.
• Experience coordinating multi-team stakeholder environments.
• Excellent verbal/written communication and risk management skills.
• Structured project management approach with follow-through.

Responsibilities

• Build trusted relationships with senior stakeholders and act as a credible advisor.
• Align with customers on timelines, scope, resources, and integration requirements.
• Configure user profiles, activations, limits, and compliance.
• Integrate with customer accounting systems and support testing.
• Provide consulting, best practices, training, and drive user adoption.
• Prepare data, communications, policies, and guides.
• Provide operational handovers to Customer Success and maintain CES scores.
• Track efforts for revenue recognition and resource allocation.
• Provide feedback to product, development, and marketing teams.

Skills

Enterprise onboarding

Customer Success

SaaS experience

Executive relationship management

Cross-functional leadership

Project management

Stakeholder management

Tools

ERP integrations

CRM systems

Accounting software

Job description

About the companyMessy spend management is tricky business. And tedious processes are a lose-lose situation for all involved, not just finance. At the company, we're changing that. We build spend solutions that make managing money seamless, empowering, and surprisingly effective for finance teams and employees alike - with a vision to help all businesses ‘go beyond’.

The word ‘the company’ actually means ‘more than you’d expect’, and living by that mantra has been the secret to our success over the last 10 years.

Now, we’re at a pivotal moment in our journey; every move we make has a direct impact on our 40,000+ customers, our business, and our collective success. We need people who take pride in uncovering customer needs, who turn complex problems into simple solutions, challenge the way things are done (respectfully), and always aim high. With great ambitions driving us forward, we can’t say we’ve got this whole thing figured out. And frankly, that’s half the fun! What we can say is that we’re a driven, progressive, and, importantly, a kind bunch of 850+ people from over 100 nationalities, all committed to delivering the future of business spending, together.

About the roleWe’re looking for a Enterprise Customer Onboarding Manager to join our Customer Experience team at the company. In this role, you’ll own a portfolio of large, complex, and strategically important enterprise customers, unlocking the full potential of our cutting‑edge solutions for businesses across Europe & the UK. Your mission is to oversee and execute the onboarding process for our largest customers with precision and finesse, collaborating seamlessly with both customers and internal teams to ensure a smooth and memorable journey from start to finish.

As the bridge between technology and human connection, understanding each customer's unique requirements, and configuring the company to match their needs perfectly, you'll be the go‑to expert for technical queries, providing consultation, sharing best practices, and conducting training to drive user adoption that allows our customers to take their business to new levels. Your role goes beyond just technical prowess – it's about building strong relationships and ensuring customer success becomes a powerful reference point for the world to see. Your genuine curiosity and exceptional problem‑solving skills will shine through as you navigate multiple onboarding projects with ease.

The right candidate will bring at least three years of direct experience managing implementations, along with the communication skills, commercial judgment, and operational discipline required to manage high‑value relationships in a fast‑paced technology environment.

Who you’ll be working with and reporting to

You’ll report to our Manager of Customer Onboarding, High‑Touch Customers and work closely with teams across:

Customer SupportCustomer SuccessSales and Account ManagementProduct and Product OperationsRevenue OperationsFinanceData and AnalyticsProgram Management and Operations

You’ll work with customer stakeholders across finance, procurement, operations, technology, transformation, and executive leadership.

You’ll be responsible for creating alignment across these stakeholders, establishing clear governance, and ensuring the company is implemented connected to the customer’s strategic and operational priorities.

What you’ll be doing

As a Customer Onboarding Manager, you will:

• Build trusted relationships with senior and executive stakeholders, positioning yourself as a credible advisor who understands their business priorities and operating environment.
• Align with our customers on project timelines, scope, resources, and integration requirements
• Configure the company for users, including activation, limits, cards, integration, and compliance
• Integrate the company with the customer's accounting system, export expenses, and help test
• Provide consulting, share best practices, conduct training and help drive user adoption
• Assist in preparing data, communication, policies, and guides
• Provide 'hyper care', conduct final review calls, facilitate handover to the dedicate Customer Success Manager.
• Maintain strong relationships, gather feedback and CES scores
• Assist in capturing testimonials or references
• Accurately track efforts for revenue recognition and resource allocation
• Provide feedback and insights to product, development, and marketing teams
• Collaborate with stakeholders, share updates, address risks
• Ensure onboarding timeline and customer satisfaction
• Facilitate clear, documented and structured Handovers to Customer Success

What you bring

You’ll thrive in this role if you have:

• At least three years of direct mid‑market or enterprise customer onboarding or customer success experience, managing large, complex, and high‑value B2B customers.
• Five or more years of overall experience in Customer Success, account management, consulting, implementation, or a related customer‑facing role.
• Experience working in SaaS, fintech, enterprise technology, or another complex B2B technology environment.
• Strong executive relationship‑management skills, with the confidence and credibility to engage senior decision‑makers and business leaders.
• Experience managing complex stakeholder environments involving multiple teams, business units, regions, entities, or decision‑makers.
• Excellent verbal and written communication skills, including the ability to lead difficult conversations, present to executives, and simplify complex issues.
• Excellent planning, prioritisation, and risk management abilities for simultaneous onboarding projects
• Strong cross‑functional leadership skills, with the ability to align internal stakeholders without relying on direct authority.
• A structured and proactive approach to project management, with excellent follow‑through and attention to detail.
• Comfort working in a fast‑paced growth environment where customer expectations, internal priorities, and business needs can evolve quickly.
• The ability to balance strategic relationship management with detailed operational execution.

Nice to have

• Experience in fintech, payments, spend management, financial operations, or expense‑management technology
• Experience working with finance leaders, procurement teams, controllers, CFO organisations, or transformation leaders
• Experience managing multi‑country or multinational enterprise customers
• Familiarity with ERP, accounting, procurement, or financial‑system integrations
• Experience supporting customers through significant organisational or technology transformation
• Experience partnering with Product teams on strategic customer feedback and roadmap discussions
• Experience managing accounts with complex security, compliance, governance, or implementation requirements

Why is this role a good fit for you

This role is a good fit for you if:

You enjoy building strategic relationships with complex enterprise customers.

You are able to build and execute detailed project plans.

You are comfortable engaging senior leaders and navigating high‑stakes customer situations.

You know how to connect product adoption to measurable customer outcomes.

You are proactive about identifying and addressing risks.

You enjoy coordinating internal teams around complex customer needs.

You enjoy sharing knowledge with the team, collaborating on training and enablement.

This role is not a good fit for you

This role is not a good fit for you if:

You have not directly managed enterprise or strategic customer relationships.

You prefer transactional or high‑volume customer portfolios.

You prefer reacting to customer requests rather than building proactive engagement strategies.

You are uncomfortable engaging executive stakeholders or leading difficult conversations.

You prefer working independently without significant cross‑functional coordination.

You are looking for a people‑management role rather than a senior individual‑contributor position.

Show me the benefits!

• Your own the company card (no more out-of-pocket spending!)
• Lunch is on us for your work days - enjoy catered meals or receive a lunch allowance based on your local office
• Comprehensive private healthcare - depending on your location, coverage options include Vitality, Alan or Médis
• We offer 25 days of holiday + your public holidays
• For our Team, we offer both hybrid and fully remote working options
• Option to purchase 5 additional days of holiday through a salary sacrifice
• We use MyndUp to give our employees access to free mental health and well‑being support with great success so far
• Paid parental leave - we want to make sure that we're supportive of families and help you feel that you don't have to compromise your family due to work

The interview process

We want to ensure you are set‑up for success and understand what will be expected of you. If your application is successful, our interview process is as follows:

• Intro call: A 30-minute chat with our Talent Partner to discuss the role and your background.
• Hiring Manager Interview - 45 minute's - Understand experience, relevance, team fit etc.
• The company Challenge - An opportunity for you to showcase your experience with 2 leaders in CX. From here a decision and potential offer depending upon how the overall process has been conducted.

Transparency is important to us so we also wanted to share some insights about what we’re looking for in applications to