Customer Onboarding Manager

Before jumping in on all the information about the role and what you can bring to the table, let us introduce ourselves real quick.

About us

We are Insider, a B2B SaaS company that drives growth for its clients around the world. We are the #1 AI-native platform for Customer Experience and Marketing—offers marketers a single platform to deliver unique experiences per person, drive profitable growth, and unleash peak productivity and efficiency. Our platform connects data across channels, predicts future behavior with AI, and individualizes experiences from a single platform.

We have just celebrated our $500M Series E funding round, led by General Atlantic. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high-growth startups to the most prestigious Fortune 500 companies.

Insider was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world. Insider was named a leader in The Forrester Wave for Cross-Channel Campaign Management 2021, and Leader in the IDC MarketScape: Worldwide Omnichannel Marketing Platforms for B2C Enterprises 2023 Assessment.

The Customer Onboarding Manager is one of the first members of the post-sales team to work with new and existing clients. The Customer Onboarding Manager is responsible for transitioning our clients from the sales process through onboarding and implementation of their new platform, while reinforcing the Insider vision of true 1-to-1 personalisation driven by the client’s data.

It is critical during this initial period that our new clients are enabled and empowered to use the platform to its fullest potential. The Customer Onboarding Manager is the key member of the Onboarding team, responsible for ensuring smooth, timely, and complete Insider platform adoption and client confidence in their new system.

Using a combination of hands-on approach with strong project management principles and technical knowledge, the Customer Onboarding Manager will be responsible for providing technical guidance to the client, supporting clients through setup while having a full understanding of the client's application environment and data.

• Minimum 3 years experience in SaaS project management and client onboarding
• PM qualifications (Agile, PMP, Prince2) is a plus
• Strong written and verbal communication skills in English
• Strong time and task management skills are a must
• Strong at Communication with Internal & External Stakeholders
• Understanding of Google Tag Manager, Google Product Feed, and Google Analytics is an advantage
• Understanding of webhooks and API
• Exposure to and understanding of AI driven product recommendation tools and algorithms is an advantage
• Experience with other CRM, ERP / Marketing Automation platforms as an advantage

• Project manage customer onboardings to successful outcomes, accelerating Time to Value, growing and retaining customers.
• Collaborate with internal technical resources to empower and train customers to use Insider’s platform and powerful features as efficiently as possible.
• Establish credible relationships with all levels of the customer organization.
• Help drive early adoption, setting KPIs and success metrics for ROI.
• Advocate customer business use-cases to product development.
• Ensure successful transitions to the Customer Success Manager team after onboarding.
• Enhance customer experience during onboarding by designing and continually improving processes and materials.
• Tailor 1:1 onsite and remote onboardings to meet client needs and exceed expectations.
• Responsible for establishing client’s trust and confidence in Insider platform.
• Coordinate effectively with client agencies and third parties to drive desired outcomes.
• Ensure highest deliverable quality and client satisfaction.
• Coordinate with the development team to ensure custom development meets client expectations.
• Understand and document client stakeholder roles within an account.
• Own project and assume responsibility for successful project implementation.
• Facilitate exceptional user-enablement training and workshops.

We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.

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