Location: Remote, United States
Experience: 3–5 years
About Tessera LabsTessera 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 RoleThe 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 DoEnd-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.
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.
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.
Skills Required
- 3-5 years of experience in customer onboarding, implementation management, customer success, project coordination, or a similar customer-facing role at a B2B software company.
- Excellent written and verbal communication skills, including confidence leading customer stakeholder calls and proactive follow-up.
- Experience running several customer engagements simultaneously and keeping each one on schedule.
- Experience building processes from scratch, including playbooks, checklists, and trackers, and driving adoption across teams.
- Strong organization and follow-through, including clear written status updates.
- Basic understanding of enterprise security reviews, compliance requirements, and cloud deployments.
- Comfort working across teams through influence without direct authority.
- Experience onboarding enterprise customers through security reviews, vendor due diligence, or procurement at an enterprise SaaS or AI company.
- Familiarity with SOC 2 or ISO/IEC 27001 compliance frameworks.
- Exposure to regulated or government customers with long approval cycles.
- Experience with project tracking tools such as Jira, Asana, or a CRM system.
- Background at a high-growth startup.
What We Do
Enterprise transformations shouldn't take years or cost fortunes. At Tessera, we've built a multi-agent AI platform that cuts ERP transformation timelines from years to weeks and reduces costs by more than half—while delivering first-time-right outcomes with enterprise-grade security and governance. We combine the dependability of a trusted integrator with the speed of an AI innovator. Our vendor-agnostic platform is pre-trained on thousands of enterprise landscapes and hundreds of years of expertise, so it adapts to your environment from day one—harmonizing systems and data to deliver secure, governed execution across ERP and other critical systems. Unlike traditional system integrators, ERP vendor tools, AI point solutions, or in-house builds, Tessera delivers transformations that compress timelines by 90%, replace people-heavy manual work with intelligent automation, ensure systems and data harmonize correctly from the start, and avoid vendor lock-in through adaptive intelligence that evolves with your workflows. Tessera creates lasting change in how your processes and systems operate together. As the platform adapts to your environment and evolves with new data, you gain the confidence to modernize with less risk—freeing up resources to reinvest in growth rather than maintaining legacy complexity. Proven in regulated industries. Built for enterprise reality. Reshaping how organizations transform.
