Remote Customer Onboarding & Implementation Lead

SAI360 Inc.; United States; Remote; USD 100,000 - 130,000; Full time

Job summary

SAI360 Inc. is seeking a Customer Onboarding Manager to lead the end-to-end onboarding for new customers, from contract signature through implementation and handoff to ongoing Customer Success.

You will coordinate cross-functional teams, set onboarding plans with milestones and success criteria, manage risks, and build strong customer relationships to accelerate time-to-value. This role supports multi-solution deployments and requires exceptional project management and communication skills.

Qualifications

• Bachelor's degree or equivalent relevant professional experience.
• 5+ years of experience in customer onboarding, implementation, professional services, project management, Customer Success, or related SaaS role.
• Exceptional project management and organizational skills with ability to drive projects to completion.

Responsibilities

• Serve as the primary coordinator for the customer onboarding journey from contract handoff through launch and transition to ongoing Customer Success.
• Establish clear onboarding plans including milestones, responsibilities, dependencies, and success criteria, and lead alignment meetings to ensure expectations and timelines are understood.
• Maintain consistent customer communication throughout onboarding and ensure a structured handoff to the ongoing Customer Success team.
• Coordinate onboarding activities across SAI360 product lines, creating a cohesive customer experience across implementation workstreams.
• Partner with Sales, Account Management, Customer Success, Professional Services, Product, Support, and Finance to ensure commitments and implementation requirements are aligned and completed according to plan.
• Maintain visibility across product implementations, managing dependencies, sequencing, and competing priorities.
• Develop and maintain onboarding project plans, milestones, deliverables, dependencies, risks, and target launch dates across multiple concurrent engagements.
• Proactively identify timeline, resource, scope, and readiness risks and drive mitigation and escalation when necessary.
• Hold internal stakeholders and customers accountable for agreed-upon actions and timelines while maintaining productive relationships.
• Track onboarding health using Salesforce, Smartsheets, and other systems while providing leadership visibility into status, trends, and risks.
• Partner with customers and Customer Success to define measurable onboarding success criteria, desired business outcomes, and initial adoption goals.
• Ensure onboarding plans extend beyond go-live to include readiness, enablement, stakeholder engagement, and adoption activities.
• Monitor early indicators of adoption and readiness, identifying gaps that could impact long-term customer health and value realization.
• Establish clear exit criteria for onboarding and ensure successful transition to ongoing Customer Success.
• Build strong customer relationships and establish confidence in SAI360 early in the customer lifecycle.
• Collaborate to improve standardized onboarding methodologies, templates, processes, and reporting.
• Analyze onboarding trends to improve the customer experience.

Skills

Project management

Cross-functional leadership

Customer communication

Risk management

SaaS onboarding

Stakeholder management

Time management

Documentation

Education

Bachelor's degree

Tools

Smartsheet

Salesforce

Jira

Job description

SAI360 Inc. is seeking a Customer Onboarding Manager to lead the end-to-end onboarding for new customers, from contract signature through implementation and handoff to ongoing Customer Success.

You will coordinate cross-functional teams, set onboarding plans with milestones and success criteria, manage risks, and build strong customer relationships to accelerate time-to-value. This role supports multi-solution deployments and requires exceptional project management and communication skills.