Senior Principal Customer Onboarding Manager

Responsibilities

• Own customer relationship continuity from sales transition through implementation, go-live, adoption readiness, and handoff to Customer Success and Support.
• Establish executive governance and lead Business Value Reviews and executive alignment sessions tied to customer outcomes.
• Monitor customer health, sentiment, organizational readiness, stakeholder alignment, and risk.
• Translate technical decisions, dependencies, scope changes, and timeline shifts into business implications and recommendations.
• Lead conversations about adoption, communications, readiness, process change, and organizational change.
• Lead customer-facing escalations and ensure customer-impacting commitments are delivered.
• Maintain commercial awareness of the original business case, priorities, and relationship health without replacing Sales or Account Management ownership.
• Ensure Customer Success and Support inherit relevant business context, executive relationships, commitments, risks, adoption plans, and customer history.
• Improve onboarding playbooks, executive governance practices, customer-health signals, and change-readiness standards.
• Use approved AI-enabled tools to synthesize engagement information, identify risk, and prepare executive narratives while validating outputs.

Requirements

• 10+ years of relevant experience in enterprise Customer Success, customer onboarding, customer transformation, Professional Services, strategic customer management, or comparable customer-facing B2B technology roles.
• 5+ years owning customer outcomes through complex enterprise onboarding, deployment, or transformation engagements.
• Experience with large enterprise organizations, multiple stakeholder groups, senior executives, and significant organizational or technical complexity.
• Experience with executive governance, Business or Executive Value Reviews, steering meetings, executive alignment, and difficult customer conversations.
• Experience partnering with project managers, architects, engineers, consultants, or implementation teams.
• Strong change-leadership skills covering stakeholder impact, adoption readiness, communications, process change, and organizational alignment.
• Ability to stabilize executive and customer relationships when dependencies, scope, priorities, or timelines change.
• Ability to understand technical details and translate them into business consequences and recommendations.
• Practical AI experience in customer-facing or operational work, including validation, privacy, and human accountability.

Preferred Qualifications

• Experience with cloud infrastructure, storage, data management, data migration, cybersecurity, or enterprise platforms.
• Experience supporting global or multi-region enterprise deployments.
• Experience in or alongside Professional Services organizations.
• Experience in a high-growth SaaS or private-equity-backed technology environment.
• Experience improving onboarding methodologies, executive governance, customer-health models, or organizational change frameworks.
• Experience supporting Fortune 500 or comparably large global enterprises.
• Experience mentoring customer-facing professionals and influencing standards without formal authority.
• Experience developing reusable AI-assisted customer workflows with strong verification and information-security practices.

Compensation and Benefits

• Comprehensive health, dental, and vision plans.
• Company-paid life and disability insurance.
• 401(k) and Roth IRA retirement plan.
• Flexible remote work policy.
• “Take What You Need” paid time off policy.
• 10 paid holidays.
• Wellbeing offerings.
• Pre-tax savings accounts with company contributions.
• Employee Assistance Program.
• Employee referral bonuses.
• Employee onboarding and training.