Customer Onboarding Project Manager

About Airship

Airship is trusted by world’s leading brands such as Alaska Airlines, BBC and The Home Depot to drive revenue growth and customer loyalty with exceptional cross-channel customer experiences. Today, brands are challenged to deliver seamless, unified customer experiences across a fragmented array of channels and devices— apps, websites, email, SMS, wallets and more.

Airship’s no-code, AI-powered platform was designed with non-technical, growth-focused teams in mind, making it easy to create, test and orchestrate hyper-personalized experiences across all channels. With the ability to easily enrich customer data and rapidly launch growth experiments, Airship enables brands to deliver consistent, meaningful interactions that accelerate conversion and foster deeper customer relationships.

We invite you to be part of our journey in building products and delivering services that touch millions of customers around the world every day.

About the Role

You will be the driving force behind every new customer's first experience with Airship. As the primary point of contact during onboarding, you will coordinate end-to-end technical implementations, keep cross-functional teams accountable, and make sure customers go live on time and with confidence. Your goal: turn new customers into successful, long-term Airship users by delivering a smooth, well-organized onboarding experience from kickoff through handoff.

This role sits at the intersection of project management, customer experience, and technology. You will manage multiple onboarding projects simultaneously, working closely with both customer teams and internal stakeholders to align technical execution with business goals. You will also have the opportunity to shape how we use AI to make our onboarding process faster, smarter, and more scalable.

What You'll Do

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

What We're Looking For

• 3+ years of direct experience in a client-facing project management or implementation role
• Proven ability