Description
Job Overview
As a Customer Onboarding Manager at Podium, you will own the first 60 days of the customer journey, ensuring a seamless implementation and successful product launch. You are responsible for driving time-to-value, coordinating integrations, leading customer trainings, and setting the foundation for long-term retention.
This is a project-management-driven, customer-facing role that requires strong organization, technical confidence, and the ability to manage multiple concurrent implementations in a fast-paced SaaS environment.
Responsibilities
- Serve as the primary point of contact during the first 30–60 days of the client's lifecycle.
- Lead end-to-end onboarding and implementation for new Podium accounts.
- Coordinate product setup, integrations, and account configurations.
- Drive time-to-value by ensuring customers successfully launch and adopt the platform.
- Conduct tailored onboarding sessions and full-team trainings across customer locations.
- Proactively manage and resolve onboarding-related escalations.
- Maintain detailed documentation and project tracking within CRM systems.
- Partner closely with Sales and Customer Success to ensure smooth handoff after onboarding completion.
Requirements
- Fluent English (written and spoken).
- 3–5 years of experience in Customer Onboarding, Implementation, Account Setup, Project Manager or Training/Enablement.
- Proven ability to manage multiple projects simultaneously with clear deadlines.
- Strong client-facing communication skills and executive presence.
- Experience leading virtual trainings or customer workshops.
- High attention to detail and strong organizational skills.
- Analytical mindset with comfort reviewing usage data.
- Must be available to work onsite in Guatemala City (Zone 10), Monday–Friday.
Nice to Have
- Experience with Salesforce, Gainsight, or other customer success tools.
- Experience working with SMB customers.
- Experience coordinating integrations or technical implementations.
- Process improvement or operations mindset.
What You Should Know
- Onsite role – Zone 10, Guatemala City.
- Monday–Friday, regular business hours.
- Success in this role is measured by:
- On-time implementations
- Product adoption within first 30–60 days
- Successful handoff to CSM
- Customer satisfaction during onboarding
Benefits
- Competitive Salary - Starting at Q.9,000
- Law Benefits, Health and Life Insurance
- 13 paid holidays throughout the year