The Customer Onboarding Manager is responsible for supporting customer engagements and success during pre-delivery and onboarding phase of Professional Services engagements. This role helps ensure customers, internal teams, and systems are prepared for project execution by assisting with onboarding activities, checking readiness criteria, and coordinating resource alignment.
This position is customer-facing and serves as a liaison between Sales, Professional Services, Resource Management, and customers to support smooth sales-to-services handoffs and project readiness. This role will also support centralized resource management activities, partnering closely with the Resource Manager to maintain delivery continuity.
What You'll Own
Execute the Professional Services onboarding and project readiness processes to ensure consistent execution across engagements.
Utilize established readiness frameworks, criteria, and success metrics to help drive predictable project starts.
Act as a point of contact for customers during onboarding, helping establish alignment on scope, timelines, roles, and expectations.
Support sales-to-services handoffs, including operational readiness reviews, documentation validation, and onboarding KPI checklists.
Assist in project readiness assessments by identifying dependencies, risks, and gaps under the guidance of senior team members.
Coordinate project launch preparation with customers to ensure readiness milestones are met.
Support onboarding engagements by documenting scope, timelines, dependencies, and success measures.
Ensure delivery teams receive the necessary readiness context to begin project execution.
Serve as a coordination point between Sales, Business Development, Professional Services, Resource Management, and customers on upcoming engagements.
Partner with internal technical and infrastructure teams to help verify environmental, access, and system readiness prior to delivery.
Coordinate customer access to required systems, tools, and portals.
Support alignment between internal stakeholders to ensure consistent communication throughout onboarding.
Resource Coordination & Overflow SupportHelp coordinate initial resource alignment and onboarding-related resource needs with the Resource Management Office.
Support project staffing readiness by checking resource timing, access requirements, and onboarding dependencies.
Provide overflow support for centralized resource management activities as needed, including assisting with scheduling and readiness-related tasks.
Report resourcing risks and readiness impacts to the RMO and Services leadership.
KPIs, Reporting & Continuous ImprovementTrack and report on onboarding and project readiness KPIs, including time-to-launch and readiness completion.
Support the continuous improvement of onboarding, readiness, and handoff processes.
Act as a helpful resource to customers and internal stakeholders during the onboarding process.
Cross-Functional Coordination
What You Need to Succeed
Bachelor’s degree or equivalent practical experience.
1–3 years of experience in customer onboarding, project coordination, administrative support, or related roles.
Experience supporting cross-functional, customer-facing processes in a fast-paced environment.
Strong organizational and coordination skills.
Excellent communication skills for interacting with various stakeholders.
Ability to collaborate effectively with diverse stakeholders across roles and working styles in a global environment.
Experience in SaaS, enterprise software, or Professional Services organizations.
Familiarity with tracking metrics or basic reporting.
Experience working with resource management or project management tools.
Experience supporting global or multi-region teams.
Customer-centric mindset with good relationship-building skills.
Ability to communicate information clearly and accurately.
Strong organizational and problem-solving skills.
Comfort operating in a fast-paced environment.
High attention to detail.
Preferred Qualifications
Key Competencies
Success in the role
Top Skills
What We Do
Founded in 2011, WalkMe’s mission is to make digital adoption for employees and customers simple, while increasing enterprise productivity. Our platform works as an invisible layer of visual cues and personalized content placed on top of your website or enterprise software.
