# Customer Onboarding Manager

**Company:** [Idme](https://hotfix.jobs/companies/idme)
**Location:** McLean, VA, Mountain View, CA
**Role:** Customer Success
**Salary:** $175k – $205k/yr
**Experience:** 5+ years
**Skills:** Project Management, Jira, Salesforce, Google Workspace, Rocketlane, Nist, FedRAMP, PMP
**Posted:** 2026-07-15

> Lead end-to-end onboarding and implementation projects for enterprise and government customers adopting ID.me's identity verification platform. Manage complex, multi-stakeholder projects from kickoff to launch, collaborating cross-functionally while educating customers on best practices.

## Job Description

## 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.

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