Manager, Customer Onboarding & Success

Role overview This role leads the customer onboarding function for a B2B SaaS application security platform, overseeing both high-touch enterprise deployments and a scaled digital onboarding program. Reporting to senior Customer Success leadership, the position blends hands-on technical deployment project management with team leadership and program design, focused on accelerating time-to-value and long-term adoption.

Responsibilities - Lead and develop the onboarding team with clear accountability for customer outcomes, milestones, and exit criteria across enterprise and commercial segments - Project manage end-to-end technical deployments alongside Customer Solutions Engineers and Solution Architects, owning timelines, customer-facing communications, and escalation paths from post-sale through go-live - Design and continuously improve tiered onboarding programs spanning digital self-service and high-touch enterprise experiences, including automated communications and milestone checkpoints - Partner with CS leadership, CSMs, and Sales to ensure clean handoffs, complete documentation, and shared ownership of adoption, retention, and expansion - Establish governance, operating rhythms, and reporting across the onboarding portfolio to monitor performance, risks, and capacity - Collaborate with Product and Support to surface systemic issues and improve the overall onboarding experience

Requirements - 7+ years in Customer Success, onboarding, or related post-sale SaaS roles, including 2+ years managing customer-facing teams - Direct experience project managing technical deployments with engineering or implementation resources in an enterprise or mid-market SaaS environment - Strong grasp of the SaaS customer lifecycle and how onboarding drives adoption, retention, and growth - Excellent communication and stakeholder management skills, with the ability to drive accountability across internal and external teams - Familiarity with CS platforms such as Gainsight, Totango, or ChurnZero and with onboarding or project management tools

Nice to have - Experience with digital onboarding tools such as Pendo, WalkMe, or Appcues - Background in cybersecurity or enterprise software

Benefits and work setup - Medical, dental, and vision coverage plus wellness benefits - Flexible time-off policy - 401(k) match and ongoing professional development - Anticipated base salary range of $110,000–$130,000 plus performance bonus and comprehensive benefits