Customer Onboarding Manager

Overview

In this role you lead customer onboarding projects end-to-end, guiding enterprise clients from signing to go-live within a fast-growing SaaS environment. You will work closely with cross-functional teams to understand customer environments, set clear plans, and ensure timely value delivery with Gearset. The role blends project leadership with deep technical discovery in Salesforce DevOps contexts, offering exposure to high-profile brands and a consultative onboarding approach. You will shape the initial phase of the customer journey and drive successful adoption.

Pay / Benefits

• flexible home working
• time-zone flexibility for US customers
• development budget up to 1500 per year
• top-end hardware provided
• Long Term Incentive Plan
• free lunch in the office

Responsibilities

• Lead onboarding projects from close-win to go-live and own the plan and outcomes
• Conduct technical deep dives to map customer environments and changes needed before value realization
• Keep multiple onboardings on track by managing milestones and proactive risking
• Own communications with a range of stakeholders from admins to executives throughout the project
• Create robust onboarding plans outlining responsibilities and deliverables at each stage
• Run product training and pipeline setup sessions for senior stakeholders
• Collaborate with CSMs, Customer Success Engineers and DevOps Architects while maintaining accountability for delivery
• Guide projects through hypercare and handover to ongoing relationship management

Key requirements

• Two+ years in onboarding or implementation at a SaaS business
• Proven track record of running projects with planning, timelines, dependencies, and accountability
• Comfort with complex technical environments and multi-team stakeholder management
• Technical mindset with ability to explain complex concepts clearly
• Ability to operate beyond classroom training to deploy the product in real environments

• Stakeholder management
• Strong communication and collaboration
• Consultative approach with customers
• Proactive problem-solving and risk management
• Ability to explain complex concepts simply
• Experience with DevOps, version control or CI/CD in any stack (Salesforce DevOps a bonus)

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