Customer Onboarding Manager

Responsibilities

• Serve as the primary point of contact during onboarding, ensuring customers feel supported and informed at every stage.
• Lead end-to-end implementation projects — developing project plans, defining success criteria, and managing timelines to keep stakeholders aligned.
• Collaborate with internal teams (Product, Engineering, Compliance, Customer Support) to deliver solutions that meet customer needs.
• Identify risks and blockers early, escalate when needed, and drive resolutions that keep projects on track.
• Educate customers on ID.me's platform, tools, best practices, and support resources to ensure successful adoption.
• Facilitate stakeholder communications and manage expectations throughout the onboarding lifecycle.
• Document onboarding activities and lessons learned, contributing to the continuous improvement of onboarding frameworks and resources.

Qualifications

Required:

• 5+ years of experience in onboarding, implementation, or program/project management roles.
• Experience supporting enterprise or strategic accounts with long implementation cycles and multi-stakeholder environments.
• Strong organizational and problem-solving skills; comfortable managing multiple projects simultaneously.
• Excellent written and verbal communication skills, with the ability to engage both technical and non-technical stakeholders.
• Familiarity with tools such as Google Workspace, Jira, Rocketlane, and CRM platforms like Salesforce.

Preferred:

• Experience working with government agencies, healthcare organizations, or financial services customers.
• Background in digital identity, SaaS, or security-related technology.
• Understanding of compliance frameworks relevant to identity and data security (e.g., NIST, FedRAMP, IAL2).
• PMP or other relevant project management certification.