Customer Onboarding Manager

About the role

As a Customer Onboarding Manager at Podium, you will own the first 60 days of the customer journey, ensuring a seamless implementation and successful product launch for our AI‑driven SaaS platform.

Key responsibilities

• Serve as the primary point of contact during the first 30–60 days of each client’s lifecycle.
• Lead end‑to‑end onboarding and implementation for new Podium accounts.
• Coordinate product setup, integrations, and account configurations.
• Drive time‑to‑value by ensuring customers successfully launch and adopt the platform.
• Conduct tailored onboarding sessions and full‑team trainings across customer locations.
• Proactively manage and resolve onboarding‑related escalations.
• Maintain detailed documentation and project tracking within CRM systems.
• Partner closely with Sales and Customer Success to ensure a smooth handoff after onboarding completion.

Required profile

• Fluent English (written and spoken).
• 3–5 years of experience in customer onboarding, implementation, account setup, project management, or training/enablement.
• Proven ability to manage multiple projects simultaneously with clear deadlines.
• Strong client‑facing communication skills and executive presence.
• Experience leading virtual trainings or customer workshops.
• High attention to detail and strong organizational skills.
• Analytical mindset with comfort reviewing usage data.
• Availability to work onsite in Guatemala City (Zone 10), Monday–Friday.

Required skills

• Salesforce
• Gainsight