Onboarding Manager – In Office (Houston, TX)

Summary |

ATSER is seeking an experienced and highly organized Onboarding Manager to lead customer implementations for the Manage-IT™ SaaS platform from post-sale kickoff through successful deployment, user adoption, and transition to Customer Success. This role serves as the primary owner of the onboarding lifecycle, ensuring projects are delivered on time, within scope, and aligned with customer expectations and business objectives.

The Onboarding Manager is responsible for coordinating customers, internal technical teams, product specialists, and stakeholders to drive implementation success. This position requires strong project management skills, customer-facing leadership, and experience managing SaaS software deployments, configurations, integrations, workflow design, training, and go-live readiness. The ideal candidate thrives in a fast-paced environment, effectively manages multiple concurrent onboarding projects, and maintains accountability across all parties to ensure successful customer outcomes.

Key Responsibilities |

Customer-Facing Project Leadership

Serve as the primary point of contact for customers throughout the onboarding lifecycle.
Set expectations, manage timelines, and communicate progress, risks, and dependencies.
Establish and maintain effective working relationships with customer stakeholders while driving implementation accountability and milestone completion.

Post-Sale Handoff & Discovery

Lead post-sale implementation discovery sessions to define customer requirements, workflows, onboarding deliverables, dependencies, and success criteria.
Translate sales commitments into clearly defined onboarding deliverables.
Validate scope alignment prior to implementation kickoff.

Strategic Onboarding Planning

Develop a tailored onboarding roadmap with defined milestones, success metrics, and realistic timelines.
Align customer objectives with product capabilities and implementation approach.
Adjust plans proactively to accommodate changing customer needs or constraints.

Scope, Budget & Schedule Management

Own and administer onboarding project scope, budget, and schedule.
Track progress against milestones and manage change requests.
Ensure onboarding work remains within agreed contractual and resource boundaries.

Technical Coordination & Delivery

Collaborate with SMEs to define technical requirements and prepare scope tickets for configuration and new development.
Coordinate cross-functional execution across Product, Engineering, IT, and Security teams.
Ensure technical setups, integrations, and configurations support customer workflows.

Training, Enablement & Adoption

Coordinate and deliver onboarding sessions, workflow reviews, and role-based platform training to support successful product adoption.
Drive user adoption through role-based training and practical use cases.
Ensure customers are prepared to operate independently post-onboarding.

Risk Management & Issue Resolution

Proactively identify onboarding risks, roadblocks, and technical issues.
Drive problem resolution before issues impact customer satisfaction.
Escalate as needed while maintaining customer confidence.

Transition To Customer Success

Ensure onboarding success criteria are met prior to transition.
Successfully hand over the customer to a Customer Success Manager (CSM) with full documentation, context, and adoption status.
Support a smooth transition from implementation to long-term account management.

Required Skills and Qualifications |

3–5+ years of hands-on experience managing customer-facing SaaS software implementations or enterprise software deployments.
Experience working directly with external customers during software implementation, configuration, training, and go-live activities.
Experience coordinating multiple concurrent onboarding or implementation projects.
Strong project management and organizational skills.
Experience managing customer expectations, timelines, risks, and deliverables.
Ability to coordinate cross-functional teams, including technical and business stakeholders.
Strong written and verbal communication skills.
Comfortable leading customer meetings and driving follow-up accountability.
Experience working with business software platforms, enterprise applications, or workflow systems.

Preferred Qualifications |

SaaS implementation or onboarding experience.
Construction management software experience.
ERP, workflow, or enterprise business systems experience.
Experience working with configurable software platforms.
Experience coordinating software configuration, user setup, and customer training activities.

Key Performance Indicators (KPIs) |

Customer Activation & Adoption
Drive successful platform adoption by increasing the percentage of users actively utilizing key features and workflows following implementation.

Time to Value (TTV)
Accelerate customer success by reducing the time required for customers to achieve their first measurable business outcome or operational benefit after deployment.

Customer Satisfaction (CSAT)
Maintain high customer satisfaction throughout the onboarding process by delivering a positive implementation experience and effectively managing expectations.

Early Customer Retention
Support long-term customer success by achieving strong retention rates and minimizing churn during the first 30–90 days following go-live.

Onboarding Velocity
Ensure onboarding projects are completed on schedule by consistently meeting implementation milestones, deliverables, and go-live targets.

Scope & Budget Adherence
Deliver onboarding projects within approved scope, timelines, and budget parameters while effectively managing change requests and implementation risks.

Why ATSER?

- Lead customer onboarding and implementation projects for a market-leading SaaS platform serving the construction, engineering, and infrastructure industries.
- Work closely with Product, Engineering, Customer Success, and leadership teams to drive customer success and adoption.
- Collaborative, growth-oriented environment that values ownership, innovation, and continuous improvement.
- Competitive compensation and benefits package, including:
  - 401(k)
  - Health, Dental & Vision Insurance
  - Paid Time Off (PTO)
- Work Location: In-person

Ready to Join the Team?

Be part of a team that helps customers successfully deploy and adopt innovative SaaS solutions that transform project delivery across the construction and engineering industries. If you are a customer-focused implementation professional who excels at managing complex projects, driving accountability, and delivering exceptional onboarding experiences, we encourage you to apply!