Enterprise Customer Onboarding Manager

Accountabilities:: Lead enterprise implementations for accounts with $100K+ ACV from initial scoping through go-live and ongoing adoption. Own the end-to-end customer onboarding journey, maintaining momentum across complex timelines and multiple concurrent accounts. Ensure customers achieve measurable value and successfully adopt the platform following implementation. Deliver user training, technical support, and troubleshooting throughout implementation and beyond. Partner daily with Solutions Engineering, Technology, and Product teams to resolve client-specific issues and minimize implementation delays. Build trusted relationships with enterprise stakeholders and decision-makers while clearly managing expectations and maintaining CSAT above 90% across the portfolio. Track and own personal KPIs, including go-live targets, adoption outcomes, and customer health metrics. Navigate complex or ambiguous customer environments independently, identifying risks and driving implementations forward without unnecessary escalation. Capture customer feedback, contribute to internal documentation, and identify opportunities to improve onboarding processes and delivery practices. Help establish and scale enterprise onboarding processes as the organization expands across North America and other global markets. Requirements: Strong project management capabilities, including scoping, timeline management, risk identification, prioritization, and independent delivery. Experience working directly with enterprise customers in a B2B SaaS environment and managing complex implementation or onboarding projects. Strong technical aptitude and comfort working with integrations, workflows, and technical issues alongside Engineering and Product teams. Exceptional communication and interpersonal skills, particularly when working with senior and executive-level stakeholders. Ability to build trusted customer relationships while maintaining a consultative, outcomes-focused approach. Comfortable operating in a startup or scale-up environment where processes are evolving and priorities can change quickly. Strong ownership mindset, adaptability, collaboration skills, and willingness to combine strategic thinking with hands-on execution. 5–7 years of direct enterprise implementation experience in B2B SaaS is highly valued, particularly within accounts payable, accounting, fintech, or related software. Familiarity with ERP or payment platforms such as IFS, Acumatica, NetSuite, SAP Business One, or SYSPRO is a plus. Transferable experience from project management, onboarding, consulting, delivery, or similar customer-facing roles is also valued. Benefits: Base salary of $90,000–$120,000 USD per year for U.S. candidates. Remote, hybrid, and flexible working options. Opportunity to work as the first dedicated enterprise onboarding specialist in the region, with substantial ownership from day one. Global team spanning North America, APAC, and EMEA. Opportunity to work in a rapidly scaling SaaS environment with significant growth and career opportunities. High-impact role focused on complex enterprise implementations, customer adoption, and measurable outcomes. Collaborative environment with close interaction across Customer Success, Solutions Engineering, Technology, and Product. Strong employee engagement culture, with an eNPS score of 68. Canadian candidates may also be eligible for a CAD $90,000–$120,000 annual base salary, subject to location and employment eligibility.