Onboarding Manager

Role Purpose: 

The Onboarding Manager is responsible for guiding customers from contract signature through successful implementation, go-live, and initial value realization (time to value).

The role owns the customer onboarding journey and partners closely with the implementation manager, ensuring customers achieve a fast, predictable, and high-quality deployment experience while coordinating activities across the customer, implementation manager, Product, Support, and Customer Success teams.

The Onboarding Manager serves as the customer's primary point of contact during onboarding and is accountable for achieving time-to-value, removing implementation obstacles, and ensuring customers are ready to successfully adopt Jumio solutions.

The Onboarding Manager is also responsible for ensuring a seamless transition to the Customer Success Manager, including formal handover of documented customer context, goals, and agreed success criteria, so that long-term value realization begins from a position of strength Help customers successfully deploy and launch Jumio solutions to achieve value as quickly and effectively as possible. 

Example Responsibilities:

Own Customer Onboarding 

• Act as the primary owner of the onboarding and implementation process
• Lead customers from post-sale handoff through successful go-live
• Create and maintain implementation plans, milestones, risks, and dependencies
• Align on success criteria — define what a successful go-live looks like from the customer's perspective
• Build and share the implementation project plan with clear milestones and named owners on both sides
• Establish a regular cadence — weekly syncs, status updates, and a defined escalation path
• Drive accountability across both customer and internal teams
• Ensure customers understand the implementation process, timelines, and success criteria

Accelerate Time-to-Value

• Guide customers through onboarding activities required to achieve production readiness
• Identify and remove blockers that delay implementation
• Ensure customers reach agreed milestones as quickly as possible
• Track onboarding progress and proactively intervene when projects fall behind
• Ensure the customer can operate the platform independently at go-live

Coordinate Cross-Functional Delivery

• Partner with Implementation Managers, Product, Support, and Customer Success Managers
• Establish a contacts map — Jumio contacts mapped to customer contacts to ensure multi-threaded engagement
• Facilitate implementation workshops, status meetings, and readiness reviews
• Coordinate escalation and issue resolution activities when required
• Ensure a smooth transition between pre-sales, onboarding, and ongoing customer success ownership

Manage Customer Stakeholders

• Build trusted relationships with customer project managers, implementation teams, and business sponsors
• Communicate project status, risks, and decisions clearly and proactively
• Provide documentation, guides, and self-serve resources to support customer readiness
• Align stakeholders around timelines, priorities, and expected outcomes
• Maintain customer confidence throughout the onboarding process

Drive Go-Live Readiness

• Validate completion of implementation milestones and success criteria
• Coordinate go-live planning and readiness reviews
• Ensure customers are operationally prepared to launch
• Support go-live day execution, including a war room setup pre- and post-launch with close monitoring for 72 hours
• Support early adoption and stabilization activities following go-live

Foster Continuous Improvement

• Identify recurring onboarding challenges and process inefficiencies
• Recommend improvements to onboarding methodologies, tools, templates, and customer communications
• Capture customer feedback and implementation insights to improve future customer experiences
• Contribute to the development of scalable onboarding best practices

Skills, Experience and Qualifications:

• Experience leading customer onboarding, implementation, project management, or customer success programs in a SaaS or technology environment
• Strong project management and stakeholder management skills
• Ability to manage multiple customer onboardings simultaneously
• Excellent communication and presentation skills
• Experience coordinating cross-functional teams
• Strong problem-solving and organizational skills

Great to have Experience and Qualifications:

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

Key Characteristics 

• Customer obsessed
• Comfortable with ambiguity
• Articulate and persuasive
• High EQ
• Curious and coachable
• Clear and direct communicator
• Continuous learner
• Accountable
• Commercially Aware
• Resilient and tenacious
• Big picture and the detail

Example Success Measures 

This role has many ways to make a positive impact and we are always open to new ways of measuring progress and success. The below are some of the main areas this role can directly influence and improve. 

• Time-to-Live

• Time-to-Value

• On-Time Implementation Completion

• Customer Onboarding Satisfaction 

• Go-Live Success Rate

• Early Adoption Metrics

• First 90 Day Customer Health 

• Escalations during onboarding

• Implementation Backlog Age

• Handover Quality to CS 

Key Stakeholders 

External

Internal 

• Customer Project Managers

• Implementation Managers

• Dev/Technical Leads

• Pre Sales Engineers

• Operations Teams 

• Account Executives/Account Managers

• Business Sponsors 

• Product & Engineering 

• Risk and Fraud Specialists 

• Support & Escalation teams

• Executive Stakeholders 

• Customer Success Managers