Customer Onboarding Manager

The salary range for this role is $60,000 - $75,000/year + Bonus

The Customer Onboarding Manager is a critical position within the Customer Team. This individual owns the first phase of the customer journey, ensuring customer expectations are met and key success milestones are achieved. The Customer Onboarding Manager partners closely with customers and internal stakeholders to drive adoption, build user confidence, and accelerate time-to-value through effective onboarding, training, and enablement.

This role leverages data, technology, automation, and AI-enabled tools where appropriate to improve efficiency, personalize customer experiences, and scale best practices while maintaining a high-touch, customer-centric approach.

What You''ll Do

• Lead customer onboarding engagements, ensuring timely implementation and achievement of onboarding milestones.
• Partner with Account Team members to build and execute onboarding plans aligned to customer goals and business outcomes.
• Conduct customer training sessions and enablement activities that help users confidently adopt and maximize the value of Numerator solutions.
• Develop and maintain onboarding materials, learning resources, project documentation, and customer communications.
• Leverage AI-enabled tools and automation to improve productivity, streamline workflows, and enhance the customer experience while maintaining high standards of quality and judgment.
• Confirm and refine customer use cases to help customers expand platform adoption and realize measurable business impact.
• Build trusted relationships with key customer stakeholders and serve as a strategic partner during the onboarding journey.
• Analyze onboarding progress, customer feedback, and adoption metrics to identify risks, opportunities, and areas for continuous improvement.
• Continuously evaluate emerging technologies, including AI capabilities, and recommend practical applications that improve team effectiveness and customer outcomes.
• Bachelor''s or Master''s degree with at least 3 years of experience in customer onboarding, implementation, customer success, project management, training, or a related field.
• Experience in research and survey design is strongly preferred.
• Familiarity with consumer panel data and/or the CPG/retail industry is a plus.
• Strong customer-facing communication, presentation, and facilitation skills, with the ability to educate and influence diverse audiences.
• Proven ability to build trusted relationships and guide customers through change and adoption.
• Strong organizational and project management skills, with the ability to manage multiple onboarding engagements simultaneously.
• Analytical mindset with the ability to identify customer needs, interpret data, derive insights, and develop action plans.
• Experience using AI-enabled productivity, analytics, or workflow tools in a professional environment, or demonstrated ability to learn and adopt emerging technologies quickly.
• Ability to use AI tools responsibly to improve efficiency, generate ideas, create documentation, and enhance customer experiences while applying sound business judgment.
• Working knowledge of enterprise software applications and services designed for the retail and consumer goods industries is highly valued (e.g., Nielsen, IRI, NPD, Dunnhumby).
• Expertise with one or more of Numerator''s products is advantageous.
• Client travel may be required, typically one to two trips per quarter, though frequency may vary based on business needs.