tessera-labs - Customer Onboarding Manager
Requirements
• 3–5 years of experience in customer onboarding, implementation management, customer success, project coordination, or a similar customer-facing role at a B2B (business-to-business) software company. • Excellent written and verbal communication, with the confidence to lead calls with customer stakeholders and follow up without being prompted. • A record of running several customer engagements at once and keeping each one on schedule. • Experience building processes from scratch, such as playbooks, checklists, and trackers, and getting other teams to use them. • Strong organization and follow-through, with a habit of clear written status updates. • Basic understanding of what enterprise security reviews, compliance requirements, and cloud deployments involve. You need to understand the questions well enough to route them; you do not need to answer them. • Comfort working across teams where you have influence but not direct authority. • Experience onboarding enterprise customers through security reviews, vendor due diligence, or procurement at an enterprise SaaS (Software as a Service) or AI company. • Familiarity with compliance frameworks such as SOC 2 (System and Organization Controls 2) or ISO/IEC 27001 (International Organization for Standardization / International Electrotechnical Commission 27001). • Exposure to regulated or government customers with long approval cycles. • Experience with project tracking tools such as Jira, Asana, or a CRM (Customer Relationship Management) system. • Background at a high-growth startup.
Responsibilities
• End-to-End Onboarding Ownership • Take the handoff from GTM and join customer calls from the start of each engagement. • Build a shared onboarding plan with each customer covering security review, compliance review, infrastructure questions, procurement, POC, and production go-live. • Own the timeline, open items, and next steps for several customer onboardings at the same time. • Keep the customer and internal teams aligned on what is done, what is blocked, and who owns each next step. • Customer-Side Approvals • Map each customer's internal approval path early: who signs off on security, compliance, architecture, legal, and procurement. • Follow up consistently with customer stakeholders to keep approvals moving. • Help customers get what their reviewers need, such as completed questionnaires, compliance evidence, and architecture documents. • Spot stalled approvals early and escalate through the right customer and Tessera contacts. • Internal Coordination • Route customer questions to the right Tessera team (TPM, Security, Compliance, Infrastructure, or GTM) and track them to a committed answer date. • Make sure handoffs between teams happen without dropped items or repeated questions to the customer. • Identify internal gaps that slow onboarding, such as missing documents, slow answers, or unclear ownership, and drive fixes with the owning team. • Process and Reporting • Build and maintain a repeatable onboarding playbook, including stage definitions, checklists, templates, and handoff criteria. • Track onboarding metrics, such as time from GTM handoff to POC start and from POC to production, and report trends to leadership. • Keep a reusable library of common customer requests and answers with the owning teams so later onboardings move faster. • Use AI tools to speed up tracking, follow-ups, and reporting.
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