Customer Onboarding Manager

About the role

You will lead the implementation process for strategic and enterprise clients as they adopt ID.me identity verification solutions. This role manages the full lifecycle from initial kickoff to final launch, coordinating across technical, legal, and executive teams to ensure project success.

Key facts

What you'll do

• Act as the primary contact for customers throughout the onboarding phase.
• Create project plans, set success criteria, and manage timelines for complex implementations.
• Coordinate with internal departments including Product, Engineering, Compliance, and Customer Support.
• Identify and resolve project risks and blockers to maintain schedule alignment.
• Provide training on platform tools, best practices, and support resources.
• Manage stakeholder communication and expectations.
• Document project workflows and contribute to the improvement of onboarding frameworks.

Requirements

• 5+ years of experience in implementation, onboarding, or program/project management.
• Experience managing enterprise or strategic accounts with long implementation cycles and multiple stakeholders.
• Strong organizational and problem-solving abilities.
• Excellent written and verbal communication skills for both technical and non-technical audiences.
• Proficiency in Google Workspace, Jira, Rocketlane, and Salesforce.

Nice to have

• Experience with government agencies, healthcare, or financial services sectors.
• Background in SaaS, digital identity, or security technology.
• Knowledge of compliance frameworks such as NIST, FedRAMP, or IAL2.
• PMP or equivalent project management certification.

Skills & tools

• Google Workspace
• Jira
• Rocketlane
• Salesforce
• Project management methodologies

Practical notes

This is an on-site position. The company offers medical, dental, and vision insurance, 401(k) with match, parental leave, unlimited PTO, and various disability and life insurance options. ID.me participates in E-Verify. Please review the company privacy policy and guidelines regarding the use of AI tools during the application and interview process.