Customer Onboarding Project Manager

Airship is a leading platform trusted by major brands to enhance customer experiences across various channels. The Customer Onboarding Project Manager will oversee the onboarding process for new customers, ensuring smooth technical implementations and fostering long-term customer success through effective project management and collaboration with internal teams.

Responsibilities:

• Serve as the primary point of contact for new customers throughout the entire onboarding phase, building trust and keeping momentum
• Manage the execution of each customer's implementation plan, coordinating activities across internal and external teams to hit key milestones on schedule
• Lead regular check-ins with customers to review progress, surface risks, and align on next steps
• Route customer questions to the right Airship resources and proactively follow up to ensure internal tasks are completed promptly
• Ensure each onboarding project reaches full technical completion, including implementation of key use cases and deployment of metrics tracking
• Establish a clear plan for future development at the close of each onboarding, so customers have a roadmap for continued growth
• Facilitate a smooth transition of each account to the Account Manager after onboarding, ensuring continuity and no gaps in the customer relationship
• Proactively flag risks and blockers, and work cross-functionally to resolve them before they impact timelines
• Look for opportunities to use AI tools and workflows to increase efficiency, improve quality, and scale the onboarding experience

Requirements:

• 3+ years of direct experience in a client-facing project management or implementation role
• Proven ability to manage multiple complex, multi-month implementation projects simultaneously
• Strong verbal and written communication skills, with the ability to work effectively with both technical and non-technical stakeholders
• Proficiency in project planning tools (e.g., Jira, Asana, Monday.com, Microsoft Project) to track and report on project status
• Demonstrated skill in risk management and proactive identification of project roadblocks
• Strong organizational and time management skills with a focus on outcomes
• Ability to work independently while collaborating effectively in a team environment
• Fluency in English required
• Experience experimenting with AI tools in your personal or professional life - or an eagerness to learn!
• Experience in digital marketing solutions (mobile, email, SMS, web analytics) or a SaaS product environment
• Familiarity with the software development lifecycle (SDLC) and coordinating with customer development teams
• Project Management Professional (PMP) or Certified Associate in Project Management (CAPM) certification
• Experience with version control systems like GitHub
• A track record of using AI tools and automation to improve project workflows and customer experiences
• Ability to speak, read, and write Spanish is strongly preferred