Senior Technical Onboarding Manager

Job summary

The Technical Onboarding & Product Enablement Manager will lead the design, implementation, and continuous improvement of our technical onboarding framework. This role will play a critical part in ensuring customers are successfully integrated onto our platform through a scalable, efficient, and customer-centric onboarding experience.

Act as the operational and technical bridge between Customer Success, Engineering, and Product Development teams. They will own onboarding governance, establish best practices, improve technical implementation processes, and contribute to product enhancement initiatives based on customer and operational feedback. Combing strong technical understanding with customer-facing delivery experience and process leadership.

Key Responsibilities

Technical Onboarding Leadership

• Design, implement, and continuously improve a robust technical onboarding framework for new customers.
• Establish onboarding standards, governance, processes, documentation, and delivery methodologies.
• Own the end-to-end technical onboarding lifecycle from pre-implementation through to successful customer go-live.
• Ensure onboarding activities are delivered consistently, efficiently, and within agreed timelines.
• Develop scalable onboarding models to support business growth and varying customer complexity levels.
• Identify onboarding risks, dependencies, and technical blockers, ensuring proactive resolution.

Cross-Functional Collaboration

• Work closely with Engineering, Product, and Development teams to coordinate technical integrations, configuration requirements, and product enhancements.
• Act as the Customer Success representative in discussions relating to product functionality, implementation challenges, and customer-driven improvements.
• Collaborate with internal stakeholders to prioritise onboarding-related development requirements.
• Support release planning and change management activities for updates to existing products and services. Process & Framework Development
• Create and maintain onboarding playbooks, implementation templates, technical documentation, and operational procedures.
• Define onboarding KPIs, success metrics, and reporting frameworks.
• Introduce best practices for onboarding governance, quality assurance, and customer readiness assessments.
• Drive continuous improvement initiatives based on customer feedback, onboarding outcomes, and operational performance data.

Customer Engagement & Enablement

• Provide technical guidance and onboarding expertise to customers throughout implementation.
• Support customers in understanding integration requirements, product capabilities, and technical dependencies.
• Ensure a smooth transition from onboarding into business-as-usual Customer Success management.
• Deliver onboarding training and enablement sessions where required.

Product & Change Support

• Work with Product and Engineering teams to assess the customer impact of changes to existing products.
• Contribute operational insight into product roadmap discussions and feature enhancement opportunities.
• Assist in defining implementation approaches for new features, integrations, and platform capabilities.
• Support internal readiness activities for product releases and platform updates. 

Skills & Experience

Essential

• Proven experience in technical onboarding, implementation management, customer success operations, or technical project delivery.
• Experience building or improving onboarding frameworks, processes, or operational models.
• Strong stakeholder management skills with the ability to work cross-functionally across Customer Success, Product, and Engineering teams.
• Excellent organisational and project management capabilities.
• Strong communication skills with the ability to translate technical concepts into customer friendly language.
• Experience managing multiple onboarding projects simultaneously.
• Analytical mindset with experience using metrics and KPIs to drive operational improvements.
• Understanding of SaaS platforms, APIs, integrations, and technical implementation processes.

Desirable

• Experience within B2B SaaS, fintech, regtech, or enterprise software environments.
• Familiarity with agile delivery methodologies and product development processes.
• Experience with CRM, ticketing, onboarding, or project management tools.
• Technical background or prior experience working alongside software engineering teams.
• Knowledge of change management and customer adoption strategies.  

Personal Attributes

• Customer-focused with a strong commitment to delivering exceptional onboarding experiences.
• Process-driven with a continuous improvement mindset.
• Collaborative and able to influence across technical and non-technical teams.
• Comfortable operating in a fast-paced and evolving environment.
• Proactive problem solver with strong attention to detail.
• Able to balance strategic framework development with hands-on delivery. 

Success Measures

Success in this role will be measured by:

• Reduction in onboarding timeframes and implementation delays.
• Improved customer onboarding satisfaction and adoption outcomes.
• Establishment of scalable onboarding governance and processes.
• Effective collaboration with Engineering and Product teams.
• Successful delivery of onboarding projects and technical implementations.
• Contribution to product improvement and operational efficiency initiatives.
• Strong analytical, organisational, and time management skills
• A commercially focused mind-set
• Ability to adapt well to change.

Experience

• Previous experience using a CRM tool and techniques would be beneficial (ideally Salesforce)
• Proven ability to build and maintain client and stakeholder relationships at all levels
• Experience of effectively managing multiple tasks and delivering in a fast-paced environment to tight deadlines
• Track record of implementing new ideas and challenging the status quo
• Experience working in financial services or sales would be advantageous.

Qualifications

• Degree or equivalent experience