Customer Success Manager
ASAPP
Senior Customer Onboarding Manager
Foley
full-time
Posted on:
Location Type: Hybrid
Location: 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- 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
Requirements
- 5–8+ years of experience in Customer Success, Onboarding, Implementation, or Program Management within a SaaS 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
Benefits
- medical, dental, and vision coverage
- 401(k) with company match
- paid time off and holidays
- wellness programs
- employee assistance program
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer SuccessOnboardingImplementationProgram ManagementProject ManagementOnboarding FrameworksPlaybooksMetrics & ReportingRisk ManagementChange Management
Soft skills
Executive PresenceInfluencingCommunicationProblem-SolvingRelationship-BuildingMentorshipLeadershipCollaborationAdaptabilityContinuous Improvement
