Assisting new customers navigate the complexity of getting started with Spend Management software
Focused on high-priority business credit card clients to drive rapid Spend Management feature adoption and early success
Works collaboratively with Business Banking Relationship Managers (BBRMs), Business Card Specialists (BCS), and Small Business Specialists (SBS)
Partners closely with the Mid-Funnel Growth team to align human-led onboarding with automated activation campaigns
Coordinates with L2 technical support and product teams to quickly resolve integration or setup issues
Measures success via specific metrics like SM login & feature activation rates in the first 30/60/90 days

Bachelor’s degree, or equivalent work experience
Typically five or more years of relevant experience
Proven results onboarding business clients onto B2B SaaS products
Strong consultative approach, demonstrating the ability to understand customer business needs, guide implementation decisions, and drive value realization quickly
Comfort working directly with executive-level stakeholders, including presenting updates, influencing decisions, and navigating competing priorities
Track record of driving and expanding customer satisfaction, retention, and long-term success in high-growth B2B SaaS organizations
Ability to translate customer feedback into actionable insights and partner cross-functionally to improve product and onboarding experiences

Healthcare (medical, dental, vision)
Basic term and optional term life insurance
Short-term and long-term disability
Pregnancy disability and parental leave
401(k) and employer-funded retirement plan
Paid vacation (from two to five weeks depending on salary grade and tenure)
Up to 11 paid holiday opportunities
Adoption assistance
Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

Customer Success Onboarding Manager – Spend Management

Key skills