[Hiring] Customer Onboarding Project Manager @Airship

Role Description

You will be the driving force behind every new customer's first experience with Airship. As the primary point of contact during onboarding, you will coordinate end-to-end technical implementations, keep cross-functional teams accountable, and make sure customers go live on time and with confidence. Your goal: turn new customers into successful, long-term Airship users by delivering a smooth, well-organized onboarding experience from kickoff through handoff.

This role sits at the intersection of project management, customer experience, and technology. You will manage multiple onboarding projects simultaneously, working closely with both customer teams and internal stakeholders to align technical execution with business goals. You will also have the opportunity to shape how we use AI to make our onboarding process faster, smarter, and more scalable.

What You'll Do

• Be the customer's go-to person: Serve as the primary point of contact for new customers throughout the entire onboarding phase, building trust and keeping momentum.
• Own the onboarding timeline: Manage the execution of each customer's implementation plan, coordinating activities across internal and external teams to hit key milestones on schedule.
• Run weekly customer syncs: Lead regular check-ins with customers to review progress, surface risks, and align on next steps.
• Keep internal teams on track: Route customer questions to the right Airship resources and proactively follow up to ensure internal tasks are completed promptly.
• Drive technical completion: Ensure each onboarding project reaches full technical completion, including implementation of key use cases and deployment of metrics tracking.
• Set customers up for long-term success: Establish a clear plan for future development at the close of each onboarding, so customers have a roadmap for continued growth.
• Hand off with care: Facilitate a smooth transition of each account to the Account Manager after onboarding, ensuring continuity and no gaps in the customer relationship.
• Identify and remove roadblocks: Proactively flag risks and blockers, and work cross-functionally to resolve them before they impact timelines.
• Explore AI-driven improvements: Look for opportunities to use AI tools and workflows to increase efficiency, improve quality, and scale the onboarding experience.

Qualifications

• 3+ years of direct experience in a client-facing project management or implementation role.
• Proven ability to manage multiple complex, multi-month implementation projects simultaneously.
• Strong verbal and written communication skills, with the ability to work effectively with both technical and non-technical stakeholders.
• Proficiency in project planning tools (e.g., Jira, Asana, Monday.com, Microsoft Project) to track and report on project status.
• Demonstrated skill in risk management and proactive identification of project roadblocks.
• Strong organizational and time management skills with a focus on outcomes.
• Ability to work independently while collaborating effectively in a team environment.
• Fluency in English required.
• Experience experimenting with AI tools in your personal or professional life - or an eagerness to learn!

Requirements

• Experience in digital marketing solutions (mobile, email, SMS, web analytics) or a SaaS product environment.
• Familiarity with the software development lifecycle (SDLC) and coordinating with customer development teams.
• Project Management Professional (PMP) or Certified Associate in Project Management (CAPM) certification.
• Experience with version control systems like GitHub.
• A track record of using AI tools and automation to improve project workflows and customer experiences.
• Ability to speak, read, and write Spanish is strongly preferred.

Work Location & Travel Requirements

Airship’s ‘Digital First’ approach to work means that for the majority of our roles, work can be performed remotely, either some or most of the time. Airship believes that flexible work contributes to a more productive and more equitable work environment, and that Airshippers are able to collaborate, innovate, and support one another across different locations and timezones.

This position is fully remote and may require up to 10% travel based on business needs or as requested by your manager.

Compensation

Starting Pay Range: $75,000-$85,000 USD per year. This is a good faith estimate of the base compensation we reasonably expect to pay for this position upon hire. Actual starting pay may vary based on factors such as relevant skills, work experience, market demands, and location. All offers include stock options so employees have the opportunity to benefit from Airship’s success.

Benefits

• Competitive medical, dental, and vision insurance options for you and your dependents.
• Flexible time off, company paid holidays, paid parental leave, and paid volunteer time off.
• Support for your overall wellbeing with mental health and wellness resources.
• Employer-subsidized life insurance as well as short-term and long-term disability.
• A digital-first work environment and a monthly stipend to support remote work.
• Mentorship and growth opportunities to build skills and accelerate professional development.
• And more!