Customer Onboarding Manager - United States

About Insider One

Insider One is the leading platform combining all marketing and customer engagement tools into a comprehensive solution. Founded with a simple vision and a team of six, we have expanded to over 1,500 employees across 30+ offices worldwide, uniting data, personalization, and journey orchestration through native integration of channels like WhatsApp, SMS, Email, Web, App, and Site Search. Supported by major investors and serving over 2,000 customers globally, including names like Samsung, Nike, and Nestlé, Insider One is recognized as a pioneering woman-founded B2B SaaS unicorn.

Our commitment extends beyond technology. Through initiatives such as 100 Social Responsibility Projects, AI Training for Teachers, and programs encouraging women's representation in STEM, we dedicate ourselves to impactful social progress across more than 30 countries.

Role Summary

The Customer Onboarding Manager is among the first to engage with clients after the sales cycle, facilitating a smooth transition to the Insider One platform. This role requires understanding clients' business needs, managing project delivery, and accelerating realization of value from their investment. Empowering clients to fully utilize the platform and fostering confidence in the system are central to success.

Combining a proactive project management approach with strong technical acumen, the manager provides expert guidance during setup, ensuring optimal design and integration aligned with client environments and data.

Key Responsibilities

• Lead customer onboarding projects to successful completion, enhancing time-to-value and supporting customer retention.
• Work with internal technical teams to train clients on utilizing Insider One capabilities effectively.
• Build strong relationships at all customer levels to comprehend their business and technical objectives.
• Define KPIs and success metrics to promote early adoption and ROI measurement.
• Represent customer use-cases to product development teams.
• Ensure smooth handoff to Customer Success Managers by documenting stakeholder roles and account structures.
• Continuously refine onboarding processes and materials for improved customer experiences.
• Customize onboarding sessions, both onsite and remote, to meet client-specific requirements.
• Establish and maintain client trust in the Insider One platform throughout onboarding.
• Coordinate with client agencies or third parties as needed to achieve outcomes.
• Maintain high quality of deliverables and client satisfaction, facilitating seamless post-onboarding transitions.
• Liaise with development teams to guarantee that custom solutions meet standards and client expectations.
• Conduct comprehensive user enablement training and workshops.

Candidate Profile & Requirements

• At least 5 years of experience managing SaaS client onboarding and projects.
• Project management certifications such as Agile, PMP, or Prince2 are advantageous.
• Excellent verbal and written communication skills; fluent in English.
• Strong organizational skills with effective time and task management.
• Proficient at communication with both internal teams and external stakeholders.
• Proven ability to deliver projects on schedule and with quality.
• Familiarity with Google Tag Manager, Google Product Feed, and Google Analytics is beneficial.
• Understanding of webhooks and APIs.
• Knowledge of AI-driven product recommendation systems is a plus.
• Experience with CRM, ERP, or marketing automation platforms adds value.

Benefits and Culture

• Join a truly global and diverse workforce spanning over 50 nationalities.
• Access extensive internal training programs covering AI basics, coding, languages, and personal development.
• Utilize learning resources like Spotify, LinkedIn Learning, Blinkist, MasterClass, and CloudGuru.
• Become eligible for employee stock ownership plans to share in company success.
• Enjoy referral bonuses and opportunities to shape the team.
• Engage in social impact projects and volunteering opportunities worldwide.
• Participate in global retreats and team-building events fostering lasting memories.

Equal Opportunity and Data Use

Insider One is committed to an inclusive workplace free from discrimination of any kind. Our hiring process incorporates AI-assisted tools to enhance review efficiency while ensuring human judgment remains central. We uphold transparency in how applicant data is handled upon request.

Application Info

This position is fully remote within the United States and is a full-time role. We invite motivated professionals aligned with our mission and values to apply and contribute to a legacy of innovation and impact.