SaaS Onboarding Lead — Remote & Flexible Hours

Gearset; Cambridge (MA); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible home working

Long Term Incentive Plan

Personal development budget

Free lunch in the office

25 days holiday + bank holidays

Company Pension Plan (matching up to 5

Job summary

Gearset is seeking an experienced Customer Onboarding Manager to lead end-to-end onboarding for SaaS customers, ensuring live deployment and value delivery. You will guide complex environments and work across admins to executives, driving successful adoption and ongoing engagement.

You’ll coordinate with CSMs, DevOps engineers, and product teams, delivering training and hands-on setup while maintaining momentum across multiple engagements.

Qualifications

• Two+ years of onboarding or implementation experience at a SaaS business.
• You have run projects, set plans, timelines, and managed dependencies.

Responsibilities

• Lead onboarding projects from close-win to go-live and own the plan and outcome.
• Conduct technical deep dives to map customer environments and changes needed.
• Keep customers on track with commitments, proactive follow-ups, and risk management.
• Manage communication with admins to executives to keep stakeholders engaged throughout the project.
• Create onboarding plans outlining responsibilities and deliverables at each stage.
• Deliver product training and setup sessions to showcase the platform to stakeholders.
• Collaborate with CSMs, DevOps architects, and engineers while owning delivery accountability.
• Identify milestones and drive projects through hypercare and handover.

Skills

Onboarding projects

Project management

Stakeholder management

Technical aptitude

Communication

Tools

Salesforce DevOps

CI/CD

Version control

Job description

Gearset is seeking an experienced Customer Onboarding Manager to lead end-to-end onboarding for SaaS customers, ensuring live deployment and value delivery. You will guide complex environments and work across admins to executives, driving successful adoption and ongoing engagement.

You’ll coordinate with CSMs, DevOps engineers, and product teams, delivering training and hands-on setup while maintaining momentum across multiple engagements.