# Senior Principal Customer Onboarding Manager

**Company:** [Nasuni](https://hotfix.jobs/companies/nasuni)
**Location:** Remote
**Role:** Customer Success
**Experience:** 10+ years
**Skills:** Customer Success, Customer Onboarding, Professional Services, Change Management, Executive Governance, Business Value Reviews, Customer Health, Organizational Change, Enterprise Saas, Cloud Infrastructure, Data Migration, Cybersecurity, Artificial Intelligence, Information Security
**Posted:** 2026-08-19

> Leads business-value continuity and executive alignment across complex enterprise onboarding engagements, from sales transition through go-live and handoff to Customer Success. Requires 10+ years in enterprise customer-facing B2B technology work and substantial ownership of onboarding, deployment, or transformation outcomes.

## Job Description

## 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.

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