Customer Onboarding Manager

We are looking for a NYC-based Customer Onboarding Manager, Shred.ai to join our talented, dynamic, and rapidly growing global team. We have an in-office policy of 2 days per week for local employees.

Company Description

OpenAsset is the leading marketing platform for the Architecture, Construction, and Engineering industries, trusted by 1,000+ clients over 20 years. Our mission is to be the most innovative partner to AEC firms, delivering solutions that help win more projects.

We’re a diverse, collaborative, and fast-growing team of 100+ employees with offices in New York and London and a global client base. Backed by Marlin Equity Partners, we’re passionate about creating an inclusive workplace where everyone feels valued and has a voice, and we actively hire from a diverse pool of candidates.

Summary

We’re seeking a Customer Onboarding Manager to join our team and play a pivotal role in the launch and client adoption of Shred.ai, our new AI-first Proposal Solution. Unlike our traditional Implementation Manager role, this role will focus exclusively on guiding clients through their Shred.ai onboarding journey—whether they are new customers purchasing both OpenAsset and Shred.ai, or existing OpenAsset customers adding Shred to their stack. The Customer Onboarding Manager will run highly focused client sessions, ensuring a smooth, fast, and engaging onboarding experience. This role requires a consultative approach: equal parts teacher, guide, and problem solver. Initially dedicated to Shred.ai, this position also offers the opportunity to expand into broader OpenAsset onboarding as you gain product knowledge and client expertise.

You’ll work hand-in-hand with Customer Success Managers (for existing clients) and OpenAsset Implementation Managers (for new clients), providing a tailored and impactful client experience. This is a high-visibility role, perfect for someone excited by the energy of a fast-moving SaaS environment, comfortable operating in ambiguity, and eager to make a measurable impact on both client success and the growth of a new product.

Key Responsibilities

• Lead client-facing onboarding and enablement sessions for Shred.ai, ensuring quick adoption and measurable success.
• Collaborate closely with Customer Success Managers and OpenAsset Implementation Managers to provide seamless client experiences across products.
• Act as a consultative partner, helping clients translate their business goals into effective use of Shred.ai with an eye towards continued subscription renewal.
• Develop repeatable best practices, resources, and processes for scaling Shred.ai implementations.
• Provide feedback to Product, Sales, and Customer Success teams to influence Shred’s ongoing development and growth strategy.
• Build expertise in OpenAsset alongside Shred.ai, positioning yourself for expanded client implementation responsibilities.
• Balance multiple client projects simultaneously, while keeping onboarding timelines on track and outcomes aligned with client goals.
• In addition to working with Shred.ai clients, work on other Implementation team tasks such as scoping custom templates, managing communication with clients, and other Implementation-related duties as needed.

Key Strengths & Attributes

• SaaS Implementation Experience: 3+ years in client-facing onboarding, implementation, or consulting roles, ideally with fast-growing SaaS companies.
  
• AI Readiness: Comfortable using, explaining, and experimenting with AI-powered tools and platforms.
  
• Client-Centric Mindset: Excellent communicator and relationship builder, skilled at tailoring solutions to diverse client needs.
  
• Operational Agility: Thrives in fast-moving, evolving environments and can work independently in the "gray areas" of a new product launch.
  
• Ownership Mentality: Self-starter who takes accountability for client outcomes and team success.
  
• Collaboration Skills: Strong cross-functional par