Enterprise Customer Onboarding Manager

Accountabilities:

• • Lead enterprise implementations for accounts with $100K+ ACV from initial scoping through go-live and ongoing adoption.
  • Own the end-to-end customer onboarding journey, maintaining momentum across complex timelines and multiple concurrent accounts.
  • Ensure customers achieve measurable value and successfully adopt the platform following implementation.
  • Deliver user training, technical support, and troubleshooting throughout implementation and beyond.
  • Partner daily with Solutions Engineering, Technology, and Product teams to resolve client-specific issues and minimize implementation delays.
  • Build trusted relationships with enterprise stakeholders and decision-makers while clearly managing expectations and maintaining CSAT above 90% across the portfolio.
  • Track and own personal KPIs, including go-live targets, adoption outcomes, and customer health metrics.
  • Navigate complex or ambiguous customer environments independently, identifying risks and driving implementations forward without unnecessary escalation.
  • Capture customer feedback, contribute to internal documentation, and identify opportunities to improve onboarding processes and delivery practices.
  • Help establish and scale enterprise onboarding processes as the organization expands across North America and other global markets.

  Requirements:

  • Strong project management capabilities, including scoping, timeline management, risk identification, prioritization, and independent delivery.
  • Experience working directly with enterprise customers in a B2B SaaS environment and managing complex implementation or onboarding projects.
  • Strong technical aptitude and comfort working with integrations, workflows, and technical issues alongside Engineering and Product teams.
  • Exceptional communication and interpersonal skills, particularly when working with senior and executive-level stakeholders.
  • Ability to build trusted customer relationships while maintaining a consultative, outcomes-focused approach.
  • Comfortable operating in a startup or scale-up environment where processes are evolving and priorities can change quickly.
  • Strong ownership mindset, adaptability, collaboration skills, and willingness to combine strategic thinking with hands-on execution.
  • 5–7 years of direct enterprise implementation experience in B2B SaaS is highly valued, particularly within accounts payable, accounting, fintech, or related software.
  • Familiarity with ERP or payment platforms such as IFS, Acumatica, NetSuite, SAP Business One, or SYSPRO is a plus.
  • Transferable experience from project management, onboarding, consulting, delivery, or similar customer-facing roles is also valued.

  Benefits:

  • Base salary of $90,000–$120,000 USD per year for U.S. candidates.
  • Remote, hybrid, and flexible working options.
  • Opportunity to work as the first dedicated enterprise onboarding specialist in the region, with substantial ownership from day one.
  • Global team spanning North America, APAC, and EMEA.
  • Opportunity to work in a rapidly scaling SaaS environment with significant growth and career opportunities.
  • High-impact role focused on complex enterprise implementations, customer adoption, and measurable outcomes.
  • Collaborative environment with close interaction across Customer Success, Solutions Engineering, Technology, and Product.
  • Strong employee engagement culture, with an eNPS score of 68.
  • Canadian candidates may also be eligible for a CAD $90,000–$120,000 annual base salary, subject to location and employment eligibility.