Job Description
Onboarding Manager
Location: Hybrid, some site visits
Reports to: Head of Customer Success
Direct reports: 1 (installer manager)
The Role:
Own end-to-end customer onboarding – from readiness, installation, commissioning, to hand-off to in-life team, ensuring customers are onboarded efficiently, predictably, and with high quality.
This role combines project management + onboarding execution + onboarding-related technical issue ownership.
Core responsibilities:
End-to-end Onboarding ownership
* Own the delivery of the as-sold scope from contract signature through successful Commissioning and hand-off to the in-life team
* Define and project manage onboarding timelines, milestones, and dependencies
* Ensure installations are completed correctly, sockets configured, and data flowing reliably before handover, with the support of a direct report (installer manager)
* Ensure onboarding scope, expectations, and delivery are clear and delivered to agreed quality
Project planning, tracking & governance
* Develop and maintain project plans, including timelines, milestones, dependencies and critical paths.
* Identify and manage risks, issues and actions, escalating when required.
* Ensure all parties understand their responsibilities, deadlines and required inputs.
* Provide clear, consistent project updates to internal and external stakeholders.
Onboarding technical issue ownership
* Own all technical issues that occur during onboarding
* Triage, prioritise, and resolve onboarding-related issues
* Work cross-functionally, and directly with engineering/support where required
Handover to Customer Success
* Ensure the post-deployment environment is stable and fully commissioned.
* Provide in-life team with complete documentation, configuration details and site-level insights.
* Transition customers smoothly into BAU support with no outstanding technical or operational issues.
Process & scalability
* Standardize onboarding workflows and templates, and further develop the existing “Onboarding Playbook”
* Work with relevant departments e.g. Sales, Tech on cross-functional process improvements that improve onboarding speed, quality, or costs
* Reduce variance and manual effort in onboarding
* Identify recurring onboarding blockers and drive fixes
* Continuously improve “time to value” (shipping/installation/commissioning/rulesets)
Success metrics
* Time to value
* Number of re-works and site visits
* Number of onboarding issues resolved without CSM / Tech involvement
* Onboarding predictability (on-time delivery)
* Handoff quality to CSM
Experience
* Strong background in project delivery, implementation, or technical onboarding within SaaS, IoT, hardware, energy, or technology environments.
* Proven track record managing multiple concurrent deployments with technical components.
* Experience coordinating multi-disciplinary teams across engineering, field services, IT and customer stakeholders.
Required skills & traits
* Strong project management and prioritisation (planning, risk management, dependencies, governance)
* Comfort owning technical issues end-to-end, including ability to run and interpret WiFi or network readiness surveys (training provided).
* Confidence managing conversations involving networks, connectivity, installation constraints or commissioning requirements e.g. VLANs, SSIDs, port requirements and whitelisting
* Excellent communication across all levels: from electricians to senior customer contacts.
* Track-record influencing internal stakeholders to keep delivery on track, and improve systems, processes and team practices
* Highly organized, process-driven, strong documentation habits and attention to detail
* Strong drive to resolve blockers and keep projects on track
* Calm and structured approach under pressure and ambiguity
What success looks like after 6 months
* Onboarding timelines, quality and costs are predictable
* Minimal onboarding-related interruptions to CSMs and support tickets raised post handover to in-life
* Updated onboarding playbooks with learnings
* Customers reach in life with confidence and clarity