Principal GTM Onboarding Manager
Leads complex enterprise customer onboarding programs, coordinating cross-functional delivery, governance, risks, executive communications, and operational improvements. Requires 7+ years of SaaS implementation or related experience, strong project leadership, Salesforce familiarity, and the ability to influence senior stakeholders.
About the job
Responsibilities
Program and Project Leadership
- Lead strategic and complex customer onboarding engagements as the overall implementation lead.
- Develop implementation plans covering scope, milestones, dependencies, resources, risks, and success criteria.
- Manage multiple concurrent enterprise onboarding programs while balancing customer outcomes, timelines, quality, and business priorities.
- Facilitate project governance meetings, executive status reviews, and stakeholder communications.
- Identify and resolve project risks, issues, dependencies, and scope changes.
Cross-Functional Program Management
- Coordinate execution across Customer Success, Solutions Engineering, Professional Services, Product, Learning & Development, Sales, and Technical Implementation teams.
- Own cross-functional accountability and maintain implementation milestones.
- Establish decision points, escalation paths, and governance processes.
Operational Excellence
- Maintain project documentation, implementation plans, milestones, and customer communications in Salesforce and other project management systems.
- Standardize implementation artifacts, playbooks, project plans, and delivery frameworks.
- Lead continuous improvement initiatives that enhance implementation quality, efficiency, and customer experience.
- Develop reporting and executive dashboards covering project health, progress, risks, and outcomes.
Strategic Leadership
- Partner with Product to influence roadmap priorities using enterprise customer feedback and deployment challenges.
- Serve as a subject matter expert on enterprise onboarding methodologies, deployment strategies, and implementation best practices.
- Mentor onboarding managers and lead coaching, project reviews, and knowledge-sharing initiatives.
- Help define, document, and improve processes for complex onboarding programs.
Requirements
- 7+ years of experience leading complex customer implementations, enterprise onboarding, program management, professional services, or customer success in a SaaS environment.
- Bachelor’s degree in business or a related field strongly preferred.
- Experience managing competing priorities, customer requests, timeline changes, project scope, timelines, risks, dependencies, and executive communications.
- Strong project management, problem-solving, presentation, organization, relationship-building, and written and verbal communication skills.
- Experience developing, installing, training, and/or supporting B2B solutions.
- Experience leading enterprise, cross-functional implementation programs with multiple stakeholders and executive sponsors.
- Experience creating project governance frameworks, implementation methodologies, or operational processes.
- Strong executive presence and ability to influence technical and business stakeholders.
- Experience managing multiple complex workstreams simultaneously.
- Familiarity with Salesforce CRM.
- Ability to work effectively in a fast-paced, self-directed environment.
Nice to Have
- ZoomInfo experience or ZoomInfo certification.
Compensation
- US base salary: $100,000–$130,000, plus bonus and benefits.
Skills
Program Management, Project Management, Customer Onboarding, Enterprise Implementations, SaaS, Salesforce, Risk Management, Stakeholder Management, Executive Communication, Project Governance, Cross-Functional Leadership, Process Improvement, Project Planning, Customer Success, Professional Services
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