Customer Onboarding Manager

Many companies pay lip-service to "Customer Success". At Gearset, we're looking for an experienced Customer Onboarding Manager to join a company where it's a core part of our DNA. You'll get to work in a high-trust environment where you're given the freedom and support to succeed without internal politics and endless red-tape. Our Customer Success team is class leading, and we'll set you up to succeed with industry recognised training, and a chance to build deep technical knowledge on Salesforce DevOps.

What's the opportunity for a Customer Onboarding Manager at Gearset?

You'll own the onboarding projects end to end. From the moment a customer signs, you’re their lead point of contact and accountable for getting them live, on time and set up properly with Gearset.

You'll be working with some of the world's largest and most recognisable brands, such as Sony and DHL, helping them get onboard with Gearset.

Through a highly consultative approach and deep understanding of our users, you'll guide customers through the critical early phase of their time with us, typically a three to four month project.

You'll run a portfolio of concurrent onboardings, which means judging where to spend your time, spotting the project that's drifting before it becomes a problem, and keeping momentum across all of them.

What you’ll achieve

• Lead onboarding projects from close-win to go-live. You set the plan, drive it, and are accountable for the outcome.
• Run the technical deep dive that establishes how each customer works, how their environments are structured, and what needs to change before they can get real value from Gearset.
• Keep customers moving forward. Code freezes, sandbox refreshes and new repositories all rely on customers taking action at the right time. A big part of this role is keeping those commitments on track, following up proactively, and being comfortable having direct conversations when something is at risk of slipping.
• Own communication and manage stakeholders, from the admin doing the work to the executive who signed the contract, and keep both engaged for the full project.
• Build robust onboarding plans at the outset of each engagement so the customer is fully aware of their responsibilities and deliverables at each stage.
• Run effective product training and pipeline setup sessions, presenting to experienced and senior stakeholders to showcase the platform and advise on how best to use it.
• Work closely with CSMs, Customer Success Engineers and DevOps Architects, bringing in specialist support where a project needs it, while remaining the person accountable for delivery.
• Identify and communicate key milestones, deliverables and measures of success for each customer, and take the project through hypercare, sign-off and a clean handover to the ongoing relationship.