Senior Customer Onboarding Manager

About the role

The Senior Customer Onboarding Manager guides large enterprise customers through the implementation and setup process for the organization's messaging platform. This role communicates best practices, optimizes campaigns and automations, and troubleshoots technical issues to ensure customers realize value within their first 60 days. Additionally, this position mentors junior onboarding team members, acts as an escalation point, and partners with cross-functional teams to refine the overall customer journey. This is a full-time, fully remote position based in the United States.

Responsibilities

• Conduct one-on-one onboarding sessions with assigned customers, coaching them on list growth, automations, and campaigns.
• Mentor and develop junior team members while serving as an escalation point.
• Consistently meet and exceed onboarding health targets.
• Actively collaborate with sales and product teams to iterate on the customer journey and establish a seamless onboarding experience.
• Maintain deep expertise in the platform, associated services, and the broader marketing technology domain, including industry trends and regulatory considerations.
• Guide customers through multi-channel marketing strategies, helping coordinate messaging across channels to maximize reach, engagement, and revenue.
• Develop onboarding frameworks and best practices that integrate with each customer's broader retention and lifecycle programs.

Requirements

• 5+ years of experience in a customer-facing role.
• Experience managing multiple project priorities for enterprise-level customers.
• Demonstrated experience coaching and mentoring others.
• Proven problem-solving abilities, including resolving technical issues.
• Strong process orientation with the ability to drive consistent and repeatable experiences.
• Experience working with or onboarding customers across multiple owned marketing channels, such as SMS, push, or direct mail.
• Familiarity with lifecycle and retention marketing concepts, including list segmentation, campaign sequencing, and automation design, across more than one channel.

Preferred Qualifications

• Experience in SaaS, software, or closely related technology sectors.
• Experience in ecommerce or marketing technology.
• Experience working in an early-stage, high-growth environment.
• Demonstrated comfort discussing cross-channel strategy and explaining how diverse marketing channels complement one another.

Pay

Annual base salary of $97,000 to $117,000 (not geographically differentiated). Quarterly variable compensation. Equity compensation.

Benefits

• Health, dental, and vision insurance
• Flexible paid time off