Manager of Customer Implementation

Osano is hiring a Manager of Customer Implementation to lead and grow our Implementation team as we help customers bring privacy programs to life! We’re looking for someone who thrives in a dynamic, people-first SaaS environment—someone who’s equally excited to coach a team and onboard customers directly.

This role blends strategy and action. You'll set onboarding KPIs, define and improve processes, and build dashboards that help us measure success while also serving as a trusted partner during critical customer onboarding phases. The ideal candidate is a strong communicator, an empathetic leader, and someone who thrives in operational clarity and team growth. You’ll play a key role in shaping how customers experience their first 30–60 days with Osano and how we scale our team to meet that bar consistently. If you believe in mentorship, love seeing your team succeed, and have a point of view on what great onboarding looks like, keep reading!

At Osano, we value candidates from all walks of life and are focused on building a diverse team. If you don't exactly meet all the listed requirements, don't let that keep you from applying. We're looking for people who are eager to learn and grow with us. If you're interested in being part of our inclusive, mission-driven, venture-backed tech startup, say hi!

 

The Role 

• Manage and coach a team of Implementation Managers, supporting their day-to-day performance, long-term growth, and career development.
• Own onboarding for a small number of customers to stay close to the work and lead by example.
• Define and improve onboarding KPIs (e.g. time-to-value, adoption metrics) and build dashboards to bring clarity and accountability.
• Streamline handoffs across Sales, Implementation, and Customer Success to ensure consistency and a smooth customer experience.
• Operationalize onboarding playbooks and tooling, turning best practices into repeatable processes that scale.
• Act as a trusted voice in cross-functional conversations, representing Implementation in product, packaging, and customer experience discussions.
• Diagnose friction in the onboarding journey and lead improvements across systems, process, and communication.
• Track team performance and forecast onboarding capacity with discipline and transparency.

 

About You

• 4+ years in a customer onboarding, implementation, or success role within a B2B SaaS environment.
• Hands-on experience managing onboarding for technical products or privacy/compliance workflows.
• Proven track record leading or coaching team members while still owning individual customer outcomes.
• Experience defining onboarding KPIs and creating dashboards to monitor adoption, readiness, and success.
• Comfortable working cross-functionally with Sales, Product, and Support to solve complex implementation needs.
• Familiarity with HubSpot, project management tools (e.g. Asana, Jira) and Customer Success platforms like Vitally or Gainsight.
• Ability to define and track onboarding KPIs and product adoption metrics.
• Comfort with light technical troubleshooting, such as: JavaScript snippets, browser tools, and basic HTML/CSS.

Qualities in a Manager:

• Coachable and Curious — you’re confident in your leadership skills but always eager to learn and grow. You ask thoughtful questions, challenge assumptions, and dig into the “why” behind processes + problems.
• Communicative and Collaborative — you’re clear, inclusive, and intentional in your communication. You work effectively across teams and with customers to ensure transparency and alignment.
• Resourceful — you solve problems creatively, especially in fast-moving or ambiguous environments. You find innovative solutions and turn challenges into new opportunities.
• Empathetic Leader — you lead with empathy, valuing people, process, and outcomes. You believe in mentorship and coaching to drive individual and team success.
• Operational — you’re skilled at building scalable, repeatable processes and workflows. You can turn complex tasks into manageable, measurable actions that drive results.

Nice-to-Haves:

• Experience managing onboarding for privacy, security, legal, or compliance products.
• Exposure to APIs, webhooks, or integration-heavy onboarding flows.
• Background in high-growth startups or scaling teams where process had to be built from scratch.
• Familiarity with customer journey frameworks and success planning.

 

Compensation

Based on your s