Customer Onboarding Manager

CUSTOMER ONBOARDING MANAGER Location: Remote, United States Experience: 3–5 years ABOUT TESSERA LABS Tessera Labs is redefining how enterprises modernize their most complex systems. Backed by Foundation Capital and built by leaders in AI (Artificial Intelligence) and enterprise transformation, Tessera delivers governed, multi-agent AI built specifically for ERP (Enterprise Resource Planning) modernization. Tessera compresses ERP modernization from years to weeks. ABOUT THE ROLE 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. Today, the slowest part of a deal comes after the first sales conversation. Customers need internal approvals before a POC (Proof of Concept) can start: security questionnaires, compliance reviews, infrastructure and architecture questions, and procurement steps. Most of the delay sits on the customer's side, and some sits on ours. You will close both gaps. You join the customer from the first call, build a shared onboarding plan, and track every open item until it is done. You chase approvals on the customer's side and pull in the right people on ours: GTM, TPM (Technical Project Management), Security, Compliance, and Infrastructure. You do not answer deep technical questions yourself; you make sure the right expert answers them on time. You will also 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. WHAT WE'RE LOOKING FOR - 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. You need to understand the questions well enough to route them; you do not need to answer them. - 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.