Customer Onboarding Manager

Take the handoff from GTM and join customer calls from the start of each engagement.

Build a shared onboarding plan with each customer covering security review, compliance review, infrastructure questions, procurement, POC, and production go-live.

Own the timeline, open items, and next steps for several customer onboardings at the same time.

Keep the customer and internal teams aligned on what is done, what is blocked, and who owns each next step.

Map each customer's internal approval path early: who signs off on security, compliance, architecture, legal, and procurement.

Follow up consistently with customer stakeholders to keep approvals moving.

Help customers get what their reviewers need, such as completed questionnaires, compliance evidence, and architecture documents.

Spot stalled approvals early and escalate through the right customer and Tessera contacts.

Route customer questions to the right Tessera team (TPM, Security, Compliance, Infrastructure, or GTM) and track them to a committed answer date.

Make sure handoffs between teams happen without dropped items or repeated questions to the customer.

Identify internal gaps that slow onboarding, such as missing documents, slow answers, or unclear ownership, and drive fixes with the owning team.

Build and maintain a repeatable onboarding playbook, including stage definitions, checklists, templates, and handoff criteria.

Track onboarding metrics, such as time from GTM handoff to POC start and from POC to production, and report trends to leadership.

Keep a reusable library of common customer requests and answers with the owning teams so later onboardings move faster.

Use AI tools to speed up tracking, follow-ups, and reporting.

3–5 years of experience in customer onboarding, implementation management, customer success, project coordination, or a similar customer-facing role at a B2B (business-to-business) software company.

Excellent written and verbal communication, with the confidence to lead calls with customer stakeholders and follow up without being prompted.

A record of running several customer engagements at once and keeping each one on schedule.

Experience building processes from scratch, such as playbooks, checklists, and trackers, and getting other teams to use them.

Strong organization and follow-through, with a habit of clear written status updates.

Basic understanding of what enterprise security reviews, compliance requirements, and cloud deployments involve. You need to understand the questions well enough to route them; you do not need to answer them.

Comfort working across teams where you have influence but not direct authority.

Experience onboarding enterprise customers through security reviews, vendor due diligence, or procurement at an enterprise SaaS (Software as a Service) or AI company.

Familiarity with compliance frameworks such as SOC 2 (System and Organization Controls 2) or ISO/IEC 27001 (International Organization for Standardization / International Electrotechnical Commission 27001).

Exposure to regulated or government customers with long approval cycles.

Experience with project tracking tools such as Jira, Asana, or a CRM (Customer Relationship Management) system.

Background at a high-growth startup.