Customer Onboarding Manager – SaaS Implementation

Job Overview

The Customer Onboarding Manager owns the customer onboarding journey from post-sales handoff through successful go-live and initial value realization. Working closely with Implementation Managers, Product, Support, Engineering, and Customer Success teams, you will coordinate project activities, manage stakeholder communication, and help customers complete deployments efficiently.

This role combines customer relationship management, project coordination, implementation oversight, and operational planning to ensure each customer experiences a predictable and successful onboarding process.

Key Responsibilities

• Lead the customer onboarding process following contract completion.
• Serve as the primary customer contact throughout implementation and deployment.
• Create, maintain, and manage implementation plans, milestones, dependencies, and project risks.
• Define customer-specific success criteria for production launch.
• Develop implementation schedules with clearly assigned responsibilities for both customer and internal teams.
• Establish regular project meetings, status updates, and escalation procedures.
• Drive accountability across customer and internal project participants.
• Explain implementation processes, timelines, milestones, and expected outcomes.
• Help customers complete onboarding activities required for production readiness.
• Identify and resolve implementation blockers that may delay deployment.
• Monitor project progress and intervene proactively when milestones are at risk.
• Ensure customers are capable of operating the platform independently at go-live.

Cross-Functional Collaboration

• Work closely with Implementation Managers throughout deployment.
• Coordinate activities with Product, Support, Engineering, and Customer Success teams.
• Create contact maps connecting Jumio stakeholders with customer stakeholders.
• Facilitate implementation workshops, project meetings, readiness reviews, and status discussions.
• Coordinate issue resolution and escalation activities when necessary.
• Support a smooth transition between pre-sales, onboarding, and ongoing Customer Success ownership.

Customer Stakeholder Management

• Build trusted relationships with customer project managers, implementation teams, and executive sponsors.
• Communicate implementation progress, project risks, and key decisions clearly.
• Provide onboarding documentation, implementation guides, and customer resources.
• Keep customer stakeholders aligned on timelines, priorities, and expected deliverables.
• Maintain customer confidence throughout the implementation process.

Go-Live Responsibilities

• Verify completion of implementation milestones before production launch.
• Coordinate go-live planning activities and readiness assessments.
• Confirm operational readiness before deployment.
• Support launch-day execution.
• Coordinate pre-launch and post-launch monitoring activities, including dedicated support during the first 72 hours following go-live.
• Assist customers during early adoption and stabilization.
• Prepare a structured transition to the assigned Customer Success Manager with documented customer goals, implementation context, and agreed success criteria.

Continuous Improvement

• Identify recurring onboarding challenges and process bottlenecks.
• Recommend improvements to onboarding methods, templates, documentation, and customer communications.
• Capture customer feedback and implementation lessons for future improvements.
• Help develop scalable onboarding standards and operational best practices.

Required Qualifications

• Experience leading customer onboarding, implementation, project management, or Customer Success programs within a SaaS or technology organization.
• Strong project management skills.
• Excellent stakeholder management abilities.
• Experience managing multiple customer onboarding projects simultaneously.
• Excellent written and verbal communication skills.
• Experience coordinating cross-functional teams.
• Strong organizational and problem-solving abilities.

Preferred Qualifications

• Experience with identity verification, fraud prevention, compliance, fintech, or enterprise software solutions.
• Technical understanding of APIs, software integrations, SaaS platforms, or implementation methodologies.
• Project management certification or equivalent professional experience.
• Experience working with global enterprise customers.

Professional Skills

• Customer-focused mindset.
• Comfort working in evolving environments.
• Strong communication and presentation skills.
• Emotional intelligence.
• Curiosity and willingness to learn.
• Accountability.
• Commercial awareness.
• Resilience.
• Attention to detail while maintaining strategic perspective.

Success Measures

• Reduced time to go-live.
• Faster customer time-to-value.
• Successful completion of implementation projects on schedule.
• High customer onboarding satisfaction.
• Successful production launches.
• Strong early customer adoption.
• Healthy customer outcomes during the first 90 days.
• Reduced onboarding escalations.
• Efficient implementation backlog management.
• High-quality handoffs to Customer Success.

Work Arrangement

• Remote position based in the United States.
• Regular collaboration with customer project teams and internal cross-functional departments.
• Frequent communication with Product, Engineering, Support, Sales, Customer Success, and executive stakeholders.

About Jumio

Jumio develops identity verification, electronic Know Your Customer (eKYC), Anti-Money Laundering (AML), and fraud prevention technologies that help organizations reduce financial crime and improve digital trust. Its solutions use artificial intelligence, biometrics, machine learning, liveness detection, and automation to support businesses across financial services, fintech, travel, gaming, and other industries.