Onboarding Manager

As an Onboarding and Enablement Manager, you’ll own the critical first chapters of the customer journey: onboarding new customers and driving enablement for existing ones. Your mission is to guide customers through successful implementation and adoption of the Blackthorn suite of Salesforce-native products, particularly Blackthorn Events, ensuring they achieve measurable value quickly and sustainably. This is a highly collaborative, customer-facing role where you’ll combine project management expertise, technical knowledge, and consultative skills to deliver seamless implementations, impactful training, and continuous enablement. You’ll partner closely with Sales, Customer Success, Product, and Engineering to ensure every customer onboarding experience is predictable, well-managed, and outcome-driven. Serve as the project manager and primary point of contact for customers during onboarding, guiding them from kickoff through go-live. Manage multiple concurrent onboarding projects, balancing timelines, deliverables, and stakeholder communication. Lead discovery and requirements gathering sessions with customers to define onboarding scope, success criteria, and timelines. Develop and manage project plans, milestones, and risk/issue logs to ensure on-time and high-quality delivery. Configure, guide, or oversee system setup and data preparation steps as needed for customer go-live. Follow repeatable onboarding processes, templates, and playbooks to ensure consistency and scale. Facilitate customer enablement sessions or “office hours” to prepare teams for launch and provide enablement support for existing customers. Act as the coordination hub across internal teams (Sales, Product, Engineering, Support) during the onboarding phase. Provide structured handoff to Customer Success Managers (CSMs) at go-live. Capture customer feedback during onboarding and relay insights to Product and Engineering.