Onboarding Manager

Role Purpose

The Onboarding Manager is responsible for guiding customers from contract signature through successful implementation, go-live, and initial value realization (time to value).

The role owns the customer onboarding journey and partners closely with the implementation manager, ensuring customers achieve a fast, predictable, and high-quality deployment experience while coordinating activities across the customer, implementation manager, Product, Support, and Customer Success teams.

The Onboarding Manager serves as the customer's primary point of contact during onboarding and is accountable for achieving time-to-value, removing implementation obstacles, and ensuring customers are ready to successfully adopt Jumio solutions.

The Onboarding Manager is also responsible for ensuring a seamless transition to the Customer Success Manager, including formal handover of documented customer context, goals, and agreed success criteria, so that long-term value realization begins from a position of strength Help customers successfully deploy and launch Jumio solutions to achieve value as quickly and effectively as possible.

Example Responsibilities

Own Customer Onboarding

Act as the primary owner of the onboarding and implementation process

Lead customers from post-sale handoff through successful go-live

Create and maintain implementation plans, milestones, risks, and dependencies

Align on success criteria — define what a successful go-live looks like from the customer's perspective

Build and share the implementation project plan with clear milestones and named owners on both sides

Establish a regular cadence — weekly syncs, status updates, and a defined escalation path

Drive accountability across both customer and internal teams

Ensure customers understand the implementation process, timelines, and success criteria

Accelerate Time-to-Value

Guide customers through onboarding activities required to achieve production readiness

Identify and remove blockers that delay implementation

Ensure customers reach agreed milestones as quickly as possible

Track onboarding progress and proactively intervene when projects fall behind

Ensure the customer can operate the platform independently at go-live

Coordinate Cross-Functional Delivery

Partner with Implementation Managers, Product, Support, and Customer Success Managers

Establish a contacts map — Jumio contacts mapped to customer contacts to ensure multi-threaded engagement

Facilitate implementation workshops, status meetings, and readiness reviews

Coordinate escalation and issue resolution activities when required

Ensure a smooth transition between pre-sales, onboarding, and ongoing customer success ownership

Manage Customer Stakeholders

Build trusted relationships with customer project managers, implementation teams, and business sponsors

Communicate project status, risks, and decisions clearly and proactively

Provide documentation, guides, and self-serve resources to support customer readiness

Align stakeholders around timelines, priorities, and expected outcomes

Maintain customer confidence throughout the onboarding process

Drive Go-Live Readiness

Validate completion of implementation milestones and success criteria

Coordinate go-live planning and readiness reviews

Ensure customers are operationally prepared to launch

Support go-live day execution, including a war room setup pre- and post-launch with close monitoring for 72 hours

Support early adoption and stabilization activities following go-live

Foster Continuous Improvement

Identify recurring onboarding challenges and process inefficiencies

Recommend improvements to onboarding methodologies, tools, templates, and customer communications

Capture customer feedback and implementation insights to improve future customer experiences

Contribute to the development of scalable onboarding best practices

Skills, Experience and Qualifications

Experience leading customer onboarding, implementation, project management, or customer success programs in a SaaS or technology environment

Strong project management and stakeholder management skills

Ability to manage multiple customer onboardings simultaneously

Excellent communication and presentation skills

Experience coordinating cross-functional teams

Strong problem-solving and organizational skills

Great to have Experience and Qualifications

Experience with identity verification, fraud, compliance, fintech, or enterprise software solutions

Technical understanding of APIs, integrations, SaaS platforms, or implementation methodologies

Project management certification or equivalent experience

Experience working with global enterprise customers

Key Characteristics

Customer obsessed

Comfortable with ambiguity

Articulate and persuasive

High EQ

Curious and coachable

Clear and direct communicator

Continuous learner

Accountable

Commercially Aware

Resilient and tenacious

Big picture and the detail

Example Success Measures

This role has many ways to make a positive impact and we are always open to new ways of measuring progress and success. The below are some of the main areas this role can directly influence and improve.

Time-to-Live

Time-to-Value

On-Time Implementation Completion

Customer Onboarding Satisfaction

Go-Live Success Rate

Early Adoption Metrics

First 90 Day Customer Health

Escalations during onboarding

Implementation Backlog Age

Handover Quality to CS