Customer Onboarding Manager - United States

Job description

Before jumping into all the information about the role and what you can bring to the table, let us introduce ourselves real quick. **About us** Insider One is the **#1 platform** that brings everything marketing and customer engagement teams need in one place so they can reach their peak potential and **become unstoppable.** Our story began with six desks and a vision to create a single platform to make industry-first technologies and emerging channels accessible to marketers worldwide. Today, Insider One is powered **by 1,500+ team members representing 50+ nationalities across 30+ offices**. With AI at its core and an integrated Customer Data Platform (CDP), **Insider One unites data, personalization, and journey orchestration across the most extensive set of natively supported channels**, including WhatsApp, SMS, Email, Web, App, and Site Search. We recently raised one of the largest funding rounds in the industry, **a $500M Series E led by General Atlantic**. We are backed by top-notch investors, including **Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst**, and trusted by 2000+ customers from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Nike, L’Oreal, Singapore Airlines, Nestlé, Nissan, Lenovo, Puma, IKEA, Allianz, Domino's, and the list goes on. Insider One was congratulated for becoming one of the only **woman-founded, women-led B2B SaaS unicorns** in the world. Loved by customers, recognized by analysts, **we are the only vendor recognized as the #1 leader** in all the capabilities marketing and customer engagement teams need. Don’t just take our word for it — [see for yourself](https://www.gartner.com/reviews/market/multichannel-marketing-hubs/compare/product/braze-customer-engagement-platform-vs-insider-vs-salesforce-cloud). We consistently outperform and continue our leadership, and [the results speak for themselves](https://insiderone.com/insider-migration/). From day one, Insider One’s mission has not only been to build a world-class product company, but also to create one of the **most socially progressive technology communities** in the world. Through our social responsibility initiatives like *100 Social Responsibility Projects, AI Training for Teachers, Code Academy, SheCodes, SheLeads, and SheMarkables*, our community has committed to scaling its impact on our communities across 30+ countries, driving initiatives in health, education, farming, animal rights, and increasing women’s representation in STEM. Behind all these achievements is **an exceptionally talented, visionary team of overachievers** that moves fast and agile, creating cutting-edge products, and focuses on making an impact. If you want to be a part of this journey, just keep reading. The Customer Onboarding Manager is one of the first members of the post-sales team to work with new and existing clients. The Customer Onboarding Manager is responsible for transitioning our clients from the sales process through onboarding and implementation of their new platform, while reinforcing the Insider One vision of true 1-to-1 personalisation driven by the client’s data. Responsible for understanding client’s business requirements and use-cases, managing project delivery, and ensuring accelerated time-to-value realisation from their investment in Insider One. It is critical during this initial period that our new clients are enabled and empowered to use the platform to its fullest potential. The Customer Onboarding Manager is the key member of the Onboarding team. They are responsible for ensuring smooth, timely, and complete Insider One platform adoption and client confidence in their new system. Using a combination of hands-on approach with strong project management principles and technical knowledge, the Customer Onboarding Manager will be responsible for providing technical guidance to the client. Supporting clients through setup while having a full understanding of the client's application environment and data in order to provide optimal solution design recommendations for integration in a timely and impactful manner. ### What You Will Need - Minimum 5 years experience in SaaS project management and client onboarding - PM qualifications (Agile, PMP, Prince2) is a plus - Strong written and verbal communication skills; business fluency in English - Strong time and task management skills are a must - Strong at Communication with Internal & External Stakeholders - Delivering projects in a timely and qualified manner - Understanding of Google Tag Manager, Google Product Feed, and Google Analytics is an advantage - Understanding of webhooks and API - Exposure to and understanding of AI driven product recommendation tools and algorithms is an advantage - Experience with other CRM, ERP / Marketing Automation platforms as an advantage ### What You Will Do - Project manage customer onboardings to successful outcomes, accelerating Time to Value, growing and retaining customers. - Collaborate with internal technical resources to empower and train customers to use Insider One’s platform and powerful features as efficiently as possible. - Establish credible relationships with all levels of the customer organization, from senior managers to end users of Insider One, to understand their business and technical goals for using Insider One. - Help drive early adoption, setting KPIs and success metrics for ROI. - Advocate customer business use-cases to product development - Ensure successful transitions to the Customer Success Manager team after onboarding by understanding and documenting client stakeholder roles and hierarchy. - Enhance customer experience during onboarding by designing and continually improving processes and materials. - Where required, tailor 1:1 onsite and remote onboardings to meet client needs and exceed expectations. - Responsible for establishing client’s trust and confidence in Insider One platform - Help drive early adoption, setting KPIs and success metrics for full ROI attainment - Where necessary, coordinate effectively with client agencies and third parties to drive desired outcomes - Ensure highest deliverable quality and client satisfaction to streamline the post-onboarding transition to the Customer Success & Support teams - Where applicable, coordinate with the development team to ensure the custom development is up to standard and meets client expectations - Understand and document client stakeholder roles within an account to ensure smooth & successful transition to the Customer Success Manager team after onboarding - Own project and assume responsibility for successful project implementation while working closely with internal and external stakeholders - Facilitate exceptional user-enablement training and workshops ### What We Offer - Be part of a diverse team that’s as global as it gets — where every voice is heard and 50+ nationalities build together. - Level up with internal trainings covering AI fundamentals, coding, foreign languages, and a wide range of personal development skills. - Feed your curiosity with access to Spotify, LinkedIn Learning, Blinkist, MasterClass, and CloudGuru. - Become a Shareowner through our eligibility-based “ESOP” and own a piece of what you build. - Help build the team you want to work with and enjoy rewarding referral bonuses. - Opportunities to give back to your community through volunteering and purpose-driven social impact projects. - From global retreats to team-building activities, expect year-round events that turn into lifelong memories.