Lead customers through a standardized onboarding program focused on readiness, enablement, and early adoption; ensuring alignment with implementation partners who own technical delivery.
Drive customer engagement with Pigment Academy, co-build sessions, and onboarding milestones to ensure users gain foundational product skills.
Monitor onboarding progress and proactively surface risks related to participation, resourcing, or misalignment of expectations.
Partner with CSMs, Implementation Partners, and Solutions teams to ensure customers achieve their initial success criteria and are prepared for handoff into ongoing adoption.
Create, maintain, and improve scalable onboarding documentation, guides, templates, and digital resources.
Track and report onboarding KPIs including time-to-value, milestone completion, and training participation rates at scale.
Identify onboarding insights or systemic blockers and recommend improvements to processes, tooling, and customer education programs.

4+ years of experience in onboarding, customer success, project coordination, training, or implementation support in a SaaS environment.
Strong customer communication skills with the ability to guide, coach, and motivate diverse user groups.
Experience managing high-volume customer cohorts or running structured programs.
Strong organizational skills and comfort operating with structured workflows and timelines.
Ability to interpret onboarding data and escalate risks effectively.
Experience working with or alongside implementation partners or professional services teams.
Experience in planning, finance, analytics, or similar domains.

Competitive compensation package
We encourage you to take the time you need. When you work hard, we know you also need to rest, which is why we offer generous time off and parental leave policies
Along with one company offsite every year, we have brand new offices at the heart of major cities including New York, Toronto, Paris, London, San Francisco and Austin coming soon!
High-end equipment (based on stock/availability) to do your work in the best conditions
We are hiring to fill an immediate opening for this position.

Onboarding Manager, Customer Success

Key skills