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foley - Senior Customer Onboarding Manager

Remote - ET (Eastern)2d ago

Requirements

• 5-8+ years of experience in Customer Success, Onboarding, Implementation, or Program Management within a SaaS or Technology company. • Proven track record managing Enterprise-level client onboarding with complex technical and operational requirements. • Exceptional project management skills with the ability to manage multiple large-scale implementations simultaneously. • Strong executive presence and ability to influence senior stakeholders both internally and externally. • Excellent communication, problem-solving, and relationship-building skills. • Experience building or improving onboarding frameworks, playbooks, or methodologies. • Openness to leveraging AI in daily work (Experience with LLMs and/or Generative AI is a plus) • Familiarity with tools such as Salesforce, Planhat, or other CS/implementation platforms is a plus. • Familiarity with Department of Transportation or Fair Credit Reporting Act regulations is a plus. • Location: This role is primarily remote (US based) and will work in primarily EST hours, with the expectation of occasional visits to our offices for team collaboration, training, or company events.

Responsibilities

• Own Upper Strategic Onboardings: Serve as the primary point of contact and trusted advisor during the onboarding phase for high-value clients. • Strategic Program Leadership: Develop tailored onboarding plans that account for complex integrations, custom workflows, multi-stakeholder engagement, and change management. • Executive Stakeholder Management: Build strong, multi-threaded relationships with senior customer contacts to ensure alignment on business goals, KPIs, and success criteria. • Cross-Functional Collaboration: Partner with Sales, Product, Support, and Customer Success to ensure a seamless transition from sales to success. • Process Optimization: Design, refine, and scale onboarding frameworks that support both white-glove service for Enterprise and repeatable processes for mid-market customers. • Risk Management: Proactively identify and mitigate risks that could delay or impact time-to-value. • Metrics & Reporting: Track and report on onboarding KPIs (time-to-value, adoption, NPS/CSAT, implementation timelines) and use insights to drive continuous improvement. • Mentorship & Leadership: Provide guidance to onboarding team members and help elevate best practices across the organization.

Benefits

• Foley offers a comprehensive benefits package that includes medical, dental, and vision coverage, a 401(k) with company match, paid time off and holidays, wellness programs, and an employee assistance program. • Equal Employment Opportunity