Customer Onboarding Senior Lead

We are PMG

Named Ad Age Best Places to Work for 10 years in a row and Fast Company Best Workplaces for Innovators since 2022, PMG is a global independent marketing services and technology company that seeks to inspire people and brands that anything is possible. Driven by shared success, PMG leverages business strategy and transformation, creative, media, and insights—as well as its proprietary operating system, Alli—to deliver cutting-edge digital solutions and innovative media strategies.

Our team comprises over 900 employees globally, and our work for ambitious brands like Apple, Nike, Sephora, Experian, Therabody, Best Western Hotels & Resorts, Creed Fragrances, BNY, Intuit, CKE Restaurants, Travelex, and Whole Foods spans 85+ countries.

At PMG, creating meaningful connections doesn’t start with a campaign—it starts with how we welcome our customers. As a Senior Lead on the Customer Onboarding team, you’ll own the end-to-end onboarding experience for new clients, ensuring a smooth, strategic, and high-impact start to every engagement.

This role is both strategic and hands-on. You’ll lead cross-functional teams, guide technical implementations, and drive alignment across stakeholders to set the foundation for long-term client satisfaction and success. From crafting onboarding plans to refining internal playbooks, you’ll be at the center of operational excellence and client enablement at PMG.

What You’ll Be Doing

Customer Success & Strategic Enablement

• Own the onboarding experience for new PMG clients, driving early momentum and long-term satisfaction
• Lead onboarding conversations with senior client stakeholders to establish best practices, strategic alignment, and clear success metrics
• Drive adoption of PMG’s Center of Excellence (COE) methodologies, tailoring onboarding plans to each client’s business model, maturity, and platform needs
• Monitor and improve client onboarding sentiment through NPS and post-handoff feedback, using insights to iterate and elevate the experience

Risk Mitigation & Program Oversight

• Act as the primary escalation point for onboarding-related risks, coordinating across teams to develop proactive mitigation strategies
• Track key onboarding health indicators such as media pacing, budget accuracy, tracking implementation, and data integrity
• Build and maintain onboarding playbooks to drive consistency, predictability, and repeatable success across client engagements

Cross-Functional Leadership & Change Management

• Lead cross-functional teams—including Customer Operations, Business Ops, Tech, and Accounting—to deliver onboarding initiatives with precision and impact
• Represent the onboarding function in staffing and resourcing conversations for new clients and expansions
• Collaborate with platform teams and PMG leadership to evolve onboarding processes in step with product enhancements and business priorities

Technical Program Leadership

• Oversee complex technical onboarding workflows including MarTech integrations (Alli), billing setup, taxonomy implementation, and tagging strategy
• Identify potential roadblocks early and partner with experts across Product, Data, and Engineering to create scalable, future-ready solutions
• Serve as a subject-matter expert on onboarding tools and automation systems, helping implement new solutions that drive efficiency and quality

Client Communication & Experience Management

• Set clear onboarding expectations with client stakeholders and internal teams from day one
• Create and deliver onboarding materials including strategic plans, workflow documentation, and stakeholder guides
• Maintain strong internal feedback loops with Client Strategy, Product, and Solutions teams to refine and optimize the onboarding lifecycle

Team Mentorship & Process Elevation

• Coach and mentor junior team members, helping build onboarding skills and PMG knowledge across the team
• Identify patterns across engagements and propose improvements that elevate process efficiency, internal alignment, and client experience
• Lead internal retrospectives and contribute to team-level OKRs and strategic initiatives

What You Will Bring

• 5–7+ years of experience in customer onboarding, client success, or program management—preferably within a media, MarTech, or SaaS organization
• Proven success leading high-impact onboarding initiatives with enterprise clients and complex technical requirements
• Exceptional communicator with the ability to build t