Customer Onboarding Manager

Role Overview

• Lead the strategy and execution of customer onboarding for the BU Supply, ensuring efficient activation, reduced time-to-value, and solid preparation for capturing recurring revenue and expansion opportunities.
• Define and evolve the onboarding strategy aligned with BU Supply's value proposition;
• Ensure predictability of go-live dates and revenue ramp;
• Act as a bridge between Sales, Product, Operations, and Customer Success;
• Contribute to the continuous improvement of the customer’s initial experience.
• Define a segmented onboarding model based on customer size, complexity, and maturity;
• Establish OKRs and KPIs (time-to-value, go-live SLA, activation, early-stage churn, initial NPS);
• Structure executive rituals for portfolio follow-up;
• Ensure predictable capacity planning for the team.
• Lead implementation teams and functional specialists;
• Ensure technical quality and methodological adherence;
• Mitigate risks related to delays, scope changes, and customer frustration;
• Work directly on strategic accounts and critical projects.
• Collaborate with Sales to ensure a structured handover;
• Provide feedback to Product on gaps identified during implementation;
• Align with CSM on post-go-live transition strategy.
• Develop leaders and technical specialists;
• Foster a culture of ownership, operational discipline, and value focus;
• Structure technical and consultative development tracks.
• Key indicators: Time-to-Value; implementation SLA; % of go-lives delivered on time; early churn; onboarding NPS; operational margin of the area.

Requirements

• Degree in Business Administration, Engineering, Information Systems, Logistics, Economics, or related fields;
• Proven experience leading implementations or onboarding of B2B SaaS solutions;
• Experience managing complex projects and implementations with multiple stakeholders;
• Experience in high-scale customer environments and multiple products;
• Experience managing multidisciplinary teams (consultants, specialists, and project managers);
• Strong capability in managing complex projects and digital transformation;
• Structured thinking and an orientation toward operational efficiency;
• Negotiation skills with executive stakeholders;
• Ability to prioritize and manage multiple concurrent projects;
• Leadership experience with technical and consultative teams;
• Strong focus on delivering customer value and experience;
• Executive-level communication and strategic storytelling skills.

Tech Stack

• Go

Benefits

• Health insurance
• Dental plan
• Life insurance (extendable to legal dependents)
• Medication assistance, extendable to children
• Transportation voucher or parking allowance
• Flexible meal/food allowance
• Wellhub (formerly Gympass) and TotalPass
• Day off during your birthday month
• Parental support program (NeoBaby)
• Unico Skill, an external training and upskilling solution
• Childcare assistance and extended parental leave (6 months for mothers and 30 days for fathers)
• Referral program, bonuses, and more!