Onboarding Implementation Manager

Onboarding Execution

Own the onboarding process from contract signed through go-live, including timelines, task tracking, and follow-up with Customer Success and Stakeholders.
Join the Customer Success Manager on the initial kickoff call with every new customer, then take the lead on day-to-day setup through go-live
Gather required dealer information and coordinate directly with partners to keep onboarding on track
Ensure a clean, documented handoff to Customer Success at go-live, with full context on setup, open items, and account health

Integration & Technical Setup

Configure and launch our full suite of products and integrations spanning web, data, financial, compliance, and AI-driven tools
Work directly with third-party partners and vendors to complete integration setup
Troubleshoot setup issues as they arise, looping in product or engineering when needed

Cross-Functional Collaboration

Partner with Customer Success to ensure smooth handoffs and consistent customer communication
Loop in product, support, and partner contacts as needed to keep onboarding moving without stalling
Share onboarding feedback with the Product team to advocate for a smoother setup experience

Training & Enablement

Attend the onboarding session and conduct product training sessions that get new customers to first go live quickly
Train new users on configured tools so they're productive from day one

2+ years of experience in onboarding, implementation, or project coordination — ideally in a B2B SaaS or software integration environment
Strong organizational skills; comfortable owning multiple concurrent onboarding projects with different timelines
Ability to translate technical/setup detail into clear, customer-facing communication
Comfortable working directly with third-party partners and vendors on integration setup
Excellent written and verbal communication skills
A bias toward proactive follow-up — you don't let onboarding stall waiting on someone else

See also