Customer Onboarding Manager

Many companies pay lip-service to  Customer Success . At Gearset, we're looking for an experienced Customer Onboarding Manager to join a company where it's a core part of our DNA. You'll get to work in a high-trust environment where you're given the freedom and support to succeed without internal politics and endless red-tape. Our Customer Success team is class leading, and we'll set you up to succeed with industry recognised training, and a chance to build deep technical knowledge on Salesforce Dev Ops.

• You'll own the onboarding projects end to end. From the moment a customer signs, you’re their lead point of contact and accountable for getting them live, on time and set up properly with Gearset.
• You’ll be working with some of the world’s largest and most recognisable brands, such as Sony and DHL, helping them get onboard with Gearset.
• Through a highly consultative approach and deep understanding of our users, you’ll guide customers through the critical early phase of their time with us, typically a three to four month project.
• You’ll run a portfolio of concurrent onboardings, which means judging where to spend your time, spotting the project that’s drifting before it becomes a problem, and keeping momentum across all of them.

• Lead onboarding projects from close-win to go-live. You set the plan, drive it, and are accountable for the outcome.
• Run the technical deep dive that establishes how each customer works, how their environments are structured, and what needs to change before they can get real value from Gearset.
• Keep customers moving forward. Code freezes, sandbox refreshes and new repositories all rely on customers taking action at the right time. A big part of this role is keeping those commitments on track, following up proactively, and being comfortable having direct conversations when something is at risk of slipping.
• Own communication and manage stakeholders, from the admin doing the work to the executive who signed the contract, and keep both engaged for the full project.
• Build robust onboarding plans at the outset of each engagement so the customer is fully aware of their responsibilities and deliverables at each stage.
• Run effective product training and pipeline setup sessions, presenting to experienced and senior stakeholders to showcase the platform and advise on how best to use it.
• Work closely with CSMs, Customer Success Engineers and Dev Ops Architects, bringing in specialist support where a project needs it, while remaining the person accountable for delivery.
• Identify and communicate key milestones, deliverables and measures of success for each customer, and take the project through hypercare, sign-off and a clean handover to the ongoing relationship.

• You have two or more years of onboarding or implementation experience at a SaaS business, in a technically-minded role.
• You’ve previously run projects, not just sessions. You can point to onboardings where you set the plan, drove the timeline, managed dependencies and took accountability when things didn’t go to plan.
• You’re confident working in complex technical environments spanning multiple systems and teams, and you’re comfortable managing the stakeholders that come with them, from hands-on admins to executive sponsors, escalating when you need to.
• You’re technically minded and quick to learn, you can explain complicated things simply, and you genuinely want the customer to get value from what they’ve bought.

This isn’t a classroom training role. Our customers need someone who can stand the product up inside a genuinely complex environment, not someone who can walk them through a UI.

• Experience onboarding enterprise…