Customer Onboarding Manager

The role

The Customer Onboarding Manager owns the path from the initial GTM handoff to the customer going live in production. You will build onboarding plans, coordinate internal and customer-side approvals, and develop repeatable processes to reduce delays.

What you will do

• Take the handoff from GTM and join customer calls from the start of each engagement.
• Build a shared onboarding plan covering security, compliance, infrastructure, procurement, POC, and production go-live.
• Own the timeline, open items, and next steps for several customer onboardings at the same time.
• Keep the customer and internal teams aligned on progress and blockers.
• Map customer internal approval paths for security, compliance, architecture, legal, and procurement.
• Follow up with customer stakeholders to keep approvals moving.
• Route customer questions to the right Tessera team and track them to a committed answer date.
• Identify internal gaps that slow onboarding and drive fixes with the owning team.
• Build and maintain a repeatable onboarding playbook.
• Track onboarding metrics and report trends to leadership.

Required qualifications

• 3–5 years of experience in customer onboarding, implementation management, customer success, project coordination, or a similar customer-facing role at a B2B software company.
• Excellent written and verbal communication.
• A record of running several customer engagements at once and keeping each one on schedule.
• Experience building processes from scratch, such as playbooks, checklists, and trackers.
• Strong organization and follow-through.
• Basic understanding of what enterprise security reviews, compliance requirements, and cloud deployments involve.
• Comfort working across teams where you have influence but not direct authority.

Nice to have

• Experience onboarding enterprise customers through security reviews, vendor due diligence, or procurement at an enterprise SaaS or AI company.
• Familiarity with compliance frameworks such as SOC 2 or ISO/IEC 27001.
• Exposure to regulated or government customers with long approval cycles.
• Experience with project tracking tools such as Jira, Asana, or a CRM system.
• Background at a high-growth startup.

About the company

Tessera Labs delivers governed, multi-agent AI built specifically for ERP modernization. The company is backed by Foundation Capital and built by leaders in AI and enterprise transformation.