[Hiring] Customer Onboarding Manager @Tessera Labs

Role Description

The Customer Onboarding Manager owns every new customer's path from the first handoff by our GTM (Go-To-Market) team to the day the customer is live in production. Your job is to make that path shorter, more predictable, and easier for the customer.

• Join the customer from the first call, build a shared onboarding plan, and track every open item until it is done.
• Chase approvals on the customer's side and pull in the right people on ours: GTM, TPM (Technical Project Management), Security, Compliance, and Infrastructure.
• Find the patterns behind the delays and fix them, turning one-off efforts into a repeatable onboarding process.

What You'll Do

• End-to-End Onboarding Ownership
  • Take the handoff from GTM and join customer calls from the start of each engagement.
  • Build a shared onboarding plan with each customer covering security review, compliance review, infrastructure questions, procurement, POC, and production go-live.
  • Own the timeline, open items, and next steps for several customer onboardings at the same time.
  • Keep the customer and internal teams aligned on what is done, what is blocked, and who owns each next step.
• Customer-Side Approvals
  • Map each customer's internal approval path early: who signs off on security, compliance, architecture, legal, and procurement.
  • Follow up consistently with customer stakeholders to keep approvals moving.
  • Help customers get what their reviewers need, such as completed questionnaires, compliance evidence, and architecture documents.
  • Spot stalled approvals early and escalate through the right customer and Tessera contacts.
• Internal Coordination
  • Route customer questions to the right Tessera team (TPM, Security, Compliance, Infrastructure, or GTM) and track them to a committed answer date.
  • Make sure handoffs between teams happen without dropped items or repeated questions to the customer.
  • Identify internal gaps that slow onboarding, such as missing documents, slow answers, or unclear ownership, and drive fixes with the owning team.
• Process and Reporting
  • Build and maintain a repeatable onboarding playbook, including stage definitions, checklists, templates, and handoff criteria.
  • Track onboarding metrics, such as time from GTM handoff to POC start and from POC to production, and report trends to leadership.
  • Keep a reusable library of common customer requests and answers with the owning teams so later onboardings move faster.
  • Use AI tools to speed up tracking, follow-ups, and reporting.

Qualifications

• 3–5 years of experience in customer onboarding, implementation management, customer success, project coordination, or a similar customer-facing role at a B2B (business-to-business) software company.
• Excellent written and verbal communication, with the confidence to lead calls with customer stakeholders and follow up without being prompted.
• A record of running several customer engagements at once and keeping each one on schedule.
• Experience building processes from scratch, such as playbooks, checklists, and trackers, and getting other teams to use them.
• Strong organization and follow-through, with a habit of clear written status updates.
• Basic understanding of what enterprise security reviews, compliance requirements, and cloud deployments involve.
• Comfort working across teams where you have influence but not direct authority.

Nice to Have

• Experience onboarding enterprise customers through security reviews, vendor due diligence, or procurement at an enterprise SaaS (Software as a Service) or AI company.
• Familiarity with compliance frameworks such as SOC 2 (System and Organization Controls 2) or ISO/IEC 27001 (International Organization for Standardization / International Electrotechnical Commission 27001).
• Exposure to regulated or government customers with long approval cycles.
• Experience with project tracking tools such as Jira, Asana, or a CRM (Customer Relationship Management) system.
• Background at a high-growth startup.