Mid Market Customer Onboarding Manager

Traild is a high-growth SaaS company redefining how finance teams operate through AI and automation. The role of Customer Onboarding Manager involves leading complex SaaS implementations for enterprise-level clients, ensuring successful adoption and managing relationships with senior stakeholders.

Responsibilities:

• Lead enterprise SaaS implementations ($100K+ ACV) across multiple concurrent projects, managing scope, timelines, risks and stakeholder expectations
• Own the end-to-end client journey from onboarding through to successful adoption, ensuring customers achieve measurable value
• Confidently engage and build trusted relationships with senior stakeholders and executive sponsors
• Provide user training, technical support and troubleshooting throughout implementation and beyond
• Partner with Product and Engineering to feed client insights back into the product roadmap and resolve technical challenges
• Drive momentum in complex or ambiguous customer environments, keeping implementations on track without needing to escalate

Requirements:

• Proven experience leading Mid Market SaaS implementations, ideally at $100K+ ACV with multiple stakeholder environments
• Strong project management skills owning scoping, timelines, risk management and driving outcomes independently
• Solid technical aptitude that is comfortable working across integrations, workflows, and directly with Engineering and Product teams
• Exceptional communication and interpersonal skills, especially with senior and executive-level stakeholders
• A hands-on, execution-focused mindset with a bias for action in fast-moving, ambiguous settings
• Experience with ERP or accounting systems is a plus
• Prior experience in a startup or scale-up environment is a strong plus