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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading customer onboarding functions and managing customer-facing teams to drive adoption, retention, and business outcomes in a SaaS environment. Proficient in project management of technical deployments and improving onboarding processes through effective communication and stakeholder management.
Highest-signal resume keywords
Customer Success ManagementProject ManagementSaaS Customer LifecycleTeam LeadershipOnboarding Program Design
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer OnboardingProject ManagementStakeholder ManagementCustomer AdoptionValue RealizationTechnical DeploymentsMetrics MonitoringGovernance EstablishmentRisk IdentificationProcess Improvement
Soft Skills
Excellent CommunicationProblem SolvingTeam DevelopmentAccountabilityCollaboration
Tools & Technologies
GainsightTotangoChurnZeroPendoWalkMeAppcuesOnboarding Management Tools
Industry Keywords
B2B SaaSEnterprise SoftwareCybersecurityCustomer EngagementCustomer Retention
Tech Stack
Tools & technologiesCyber Security
About the role
Key responsibilities & impact- Lead the customer onboarding function across Enterprise and commercial accounts
- Manage and develop team members with accountability for customer outcomes, milestones, and exit criteria
- Translate purchased solutions into business outcomes, timelines, responsibilities, and adoption goals
- Identify and resolve onboarding risks, stalled customers, and recurring friction points
- Directly project manage technical customer deployments with CSEs and SAs from post-sale through go-live
- Own project plans, timelines, milestones, customer-facing communications, dependencies, and escalation paths
- Run deployment status meetings and drive blockers to resolution
- Serve as the single point of accountability for customers during deployment
- Partner with CS leadership, CSMs, and Sales on handoffs, adoption, retention, and growth
- Provide CSMs with onboarding documentation, customer goals, adoption status, risks, and next steps
- Work with Product and Support to address systemic onboarding issues
- Design and continuously improve tiered onboarding programs, including digital, scaled, guided, and high-touch experiences
- Incorporate self-service content, product walkthroughs, automated communications, and milestone checkpoints
- Monitor engagement, completion, time-to-value, adoption, CSAT, and handoff metrics
- Establish governance, processes, operating rhythms, reporting, and scalability improvements across onboarding
Requirements
What you’ll need- 7+ years in Customer Success, customer onboarding, or a related post-sale SaaS function
- 2+ years managing customer-facing teams
- Prior experience as or leading CSMs strongly preferred
- Direct experience project managing technical customer deployments alongside technical resources such as CSEs, SAs, or implementation engineers
- Experience ideally within an Enterprise or mid-market SaaS environment
- Demonstrated understanding of the SaaS customer lifecycle and the relationship between onboarding, adoption, retention, and growth
- Excellent customer communication and stakeholder management skills
- Demonstrated success driving customer adoption, value realization, and business outcomes in a SaaS environment
- Familiarity with CS platforms such as Gainsight, Totango, or ChurnZero
- Familiarity with project or onboarding management tools
- Experience with digital onboarding tools such as Pendo, WalkMe, or Appcues strongly preferred
- Experience in B2B SaaS
- Cybersecurity or enterprise software experience is a plus
Benefits
Comp & perks- Outstanding Medical, Dental, and Vision Coverage
- Wellness benefits
- “Take What You Need” time off policy
- Extensive development and training offerings
- Generous 401k match
- Community of professionals
- Comprehensive benefits