Gearset Customer Onboarding Manager at Gearset responsible for leading onboarding projects end to end for SaaS customers. Manage multiple concurrent onboardings and ensure timely, successful customer go-live.
Responsibilities
Own onboarding projects from customer sign to live deployment
Run technical deep dives to understand customer environments and needs
Keep customers on track with commitments and proactively follow up
Manage communication and stakeholders across all levels
Run product training and pipeline setup sessions for stakeholders
Collaborate with CSMs, Customer Success Engineers, and DevOps Architects
Identify and communicate milestones and success measures
Manage hypercare, sign-off, and handover to ongoing relationship
Qualification
You've previously run projectsThis isn't a classroom training roleExposure to DevOps
Required
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 or large, multi-team customers.
Exposure to DevOps, version control or CI/CD, in any stack. Salesforce DevOps specifically is a bonus, not an expectation.
A background that straddles onboarding and customer success, where the tooling was complex.
