Customer Onboarding Manager

Role Overview

As a Customer Onboarding Manager, you will own the first 60 days of the customer journey, ensuring a seamless implementation and successful product launch. You are responsible for driving time-to-value, coordinating integrations, leading customer trainings, and setting the foundation for long-term retention.

This is a project-management-driven, customer-facing role that requires strong organization, technical confidence, and the ability to manage multiple concurrent implementations in a fast-paced SaaS environment.

What You Will Be Doing

• Serve as the primary point of contact during the first 30–60 days of the client's lifecycle.
• Lead end-to-end onboarding and implementation for new Podium accounts.
• Coordinate product setup, integrations, and account configurations.
• Drive time-to-value by ensuring customers successfully launch and adopt the platform.
• Conduct tailored onboarding sessions and full-team trainings across customer locations.
• Proactively manage and resolve onboarding-related escalations.
• Maintain detailed documentation and project tracking within CRM systems.
• Partner closely with Sales and Customer Success to ensure smooth handoff after onboarding completion.

What You Should Have

• Fluent English (written and spoken).
• 3–5 years of experience in Customer Onboarding, Implementation, Account Setup, Project Manager or Training/Enablement.
• Proven ability to manage multiple projects simultaneously with clear deadlines.
• Strong client-facing communication skills and executive presence.
• Experience leading virtual trainings or customer workshops.
• High attention to detail and strong organizational skills.
• Analytical mindset with comfort reviewing usage data.
• Must be available to work onsite in Guatemala City (Zone 10), Monday–Friday.

What Will Make You Stand Out

• Experience with Salesforce, Gainsight, or other customer success tools.
• Experience working with SMB customers.
• Experience coordinating integrations or technical implementations.
• Process improvement or operations mindset.

What You Should Know

• Onsite role – Zone 10, Guatemala City.
• Monday–Friday, regular business hours.

• Success in this role is measured by:

  • On-time implementations
  • Product adoption within first 30–60 days
  • Successful handoff to CSM
  • Customer satisfaction during onboarding

Benefits

• Competitive Salary - Starting at Q.9,000
• Law Benefits, Health and Life Insurance
• 13 paid holidays throughout the year,