Senior Principal Customer Onboarding Manager

Responsibilities

• Own customer relationship continuity from sales transition to ongoing support
• Establish executive governance and lead Business Value Reviews
• Maintain an executive view of customer health and organizational readiness
• Effectively collaborate with multi-stakeholder enterprises
• Translate technical decisions into business implications and recommendations
• Anticipate and lead conversations around workflow changes and adoption
• Manage customer-facing escalations and clarify executive commitments
• Ensure continuity of customer context for smooth transitions to Customer Success
• Identify patterns across engagements to improve onboarding practices
• Use AI tools to enhance engagement management and workflows

Qualifications

• 10+ years in enterprise Customer Success or similar roles
• 5+ years leading complex customer onboarding or transformation engagements
• Direct experience with large enterprises and multiple stakeholders
• Proven ability to manage executive governance and difficult conversations
• Capable of partnering with technical teams while maintaining clear ownership boundaries
• Strong leadership in change management and organizational alignment
• Ability to translate technical details into business impacts