Customer Onboarding Engagement Manager

About the Role

We are looking for an experienced Customer Onboarding Engagement Manager to lead successful customer implementations and ensure smooth onboarding experiences for our US-based clients. This is a hands-on, client-facing role that combines project management, stakeholder communication, and SaaS product expertise. You will serve as the primary point of contact for customers through the onboarding journey — from kickoff to go-live — ensuring value realizations and a seamless transition to the respective Customer Success teams.

Key Responsibilities

• Own the end-to-end customer onboarding process — including project planning, execution, tracking, and delivery.

• Conduct kickoff meetings, manage timelines, and ensure all deliverables meet customer expectations. • Collaborate cross-functionally with Product, Solutions, and Support teams to resolve implementation challenges.

• Drive customer adoption by ensuring the platform setup aligns with defined business goals.

• Communicate proactively with clients — provide status updates, manage risks, and escalate issues as needed.

• Develop and maintain onboarding documentation, project plans, and success playbooks.

• Transition customers smoothly to the Customer Success team’s postimplementation.

• Track onboarding metrics and identify opportunities to improve efficiency and customer satisfaction.

Requirements

• 3–6 years of experience in Customer Onboarding / Implementation / Project Management within a SaaS product company.

• Strong understanding of SaaS business models and customer lifecycle management.

• Excellent communication and stakeholder management skills (verbal & written).

• Proven ability to manage multiple customer projects simultaneously.

• Hands-on experience with project tracking and collaboration tools (e.g., Rocketlane, Asana, Monday, Jira).

• Ability to work independently and collaborate effectively across teams.

• Willingness to work in the US EST hours from the Chennai office. Nice to Have

• Experience in onboarding enterprise or mid-market clients.

• Experience in freshservice, Intercom Implementation.

• Familiarity with integration processes (API, CRM, or ERP systems).

• PMP, CSM, or related certification.

Why Join Us?

At saasgenie, you become part of a vibrant team where your contributions are valued immensely and directly fuel our collective success. Our culture thrives on integrity, trust, respect, and collaboration. Here, flexibility, quick learning, and an achiever mindset are celebrated and every individual is empowered to excel. We ensure your well-being is always at the forefront. saasgenie provides an ecosystem where you can make a real impact and grow both personally and professionally. Ready to make a difference in a dynamic environment? Saasgenie welcomes you. How to Apply: Please send your resume, cover letter, and any relevant work samples to hiring@saasgenie.ai. In your cover letter, explain why you are a great fit for this role and how your experience aligns with our company's mission and values.