Senior Manager Customer Onboarding & Implementation

gdtalent limited is recruiting for a Senior Manager Customer Onboarding & Implementation in the SaaS enterprise learning space. The role involves building and leading the onboarding function, designing processes, and managing strategic customer implementations to ensure successful launches and long-term customer success.

Responsibilities:

• Build and own the customer onboarding and implementation function
• Design scalable onboarding processes, playbooks, success metrics, and implementation methodologies
• Lead onboarding and implementation for strategic customers, including kick-off, project management, technical setup, stakeholder alignment, training, and launch
• Support strategic pilots and proof-of-value programs in partnership with Sales
• Build scalable customer enablement programs, including webinars, office hours, onboarding resources, and re-onboarding initiatives for existing customers
• Partner closely with Sales, Customer Success, Product, and Engineering to create a seamless customer journey from sales through long-term success
• Define how customers transition from onboarding into Customer Success
• Build and grow the onboarding team as the function expands

Requirements:

• Has experience leading Customer Onboarding, Implementation, Professional Services, or Customer Delivery in B2B SaaS
• Has built or significantly improved onboarding and implementation functions, not just operated within them
• Has successfully managed enterprise customer implementations involving multiple stakeholders and technical work streams
• Is comfortable discussing technical topics such as SSO, APIs, integrations, and enterprise software deployments
• Thinks systematically, enjoys building processes, and combines strategic thinking with hands-on execution
• Is an exceptional project manager, communicator, and leader who enjoys creating new functions from scratch
• Experience in Learning & Development, HR Technology, or Enterprise SaaS is a plus