Onboarding Manager

Summary

Kintsugi is revolutionizing sales tax compliance with an AI-driven platform for e-commerce, SaaS, and other growing companies. The Onboarding Manager owns customer relationships from Sales handoff through verified transition to Customer Success, guiding data setup, integrations, registrations, and platform configuration while resolving issues and improving adoption.

Responsibilities

• Own the customer relationship from Sales handoff through a verified, documented handoff to Customer Success
• Audit every new account after handoff: billing/subscription setup, EIN and documentation, transaction data, product categories, addresses, and marketplace connections
• Run structured working sessions with each customer (typically 2 to 3 calls) covering data foundation, registrations and platform walkthrough, and verification/close. Record every call and send a written recap after each one
• Guide customers through state registration imports, new registrations, exemption certificates, and platform setup
• Flag account issues immediately: billing/plan mismatches, missing pre-handoff steps from Sales, or incomplete documentation for international clients
• Manage multiple onboardings at once, at different levels of complexity, and prioritize based on what each customer actually needs
• Run the unresponsive-client playbook when a customer goes quiet: structured outreach, async video walkthroughs, and escalation to your manager and the AE when needed
• Complete a documented handoff to Customer Success covering commitments made, open items, customer sentiment, and anything the CS team should watch for
• Keep calls, emails, and ticket updates logged in real time so the team has full visibility and continuity on every account
• Collaborate cross-functionally with Sales on handoff quality, Product/Engineering on integration-specific onboardings, and Customer Success on a clean transition
• Gather customer feedback to refine the onboarding process and improve adoption over time

Skills

• 1+ years of experience leading customer onboarding, implementation or a similar role in a B2B SaaS environment
• Proven ability to manage several concurrent onboardings of varying complexity without dropping details
• Strong communication and customer service skills. Comfortable owning a relationship end-to-end, not just executing a checklist
• An ownership mentality: treats a stalled or at-risk onboarding as their problem to solve, not a ticket to hand off
• Detail-oriented and organized, with the discipline to keep documentation and ticket status current in real time across multiple onboardings at once
• Comfortable escalating issues quickly and clearly, whether it's a billing mismatch, a missed Sales step, or an unresponsive client
• Ability to work independently while following a structured process
• Startup mentality: hungry, fast-moving, resourceful
• Experience with DevRev, HubSpot, Gainsight, ChurnZero, and/or Jira; familiarity with tax, compliance, fintech, or accounting/ERP platforms (NetSuite, QuickBooks); experience with API-based or otherwise technically complex onboardings

Qualifications

Must Haves

• 1+ years of experience leading customer onboarding, implementation or a similar role in a B2B SaaS environment
• Proven ability to manage several concurrent onboardings of varying complexity without dropping details
• Strong communication and customer service skills. Comfortable owning a relationship end-to-end, not just executing a checklist
• An ownership mentality: treats a stalled or at-risk onboarding as their problem to solve, not a ticket to hand off
• Detail-oriented and organized, with the discipline to keep documentation and ticket status current in real time across multiple onboardings at once
• Comfortable escalating issues quickly and clearly, whether it's a billing mismatch, a missed Sales step, or an unresponsive client
• Ability to work independently while following a structured process
• Startup mentality: hungry, fast-moving, resourceful

Nice to Haves

• Experience with DevRev, HubSpot, Gainsight, ChurnZero, and/or Jira; familiarity with tax, compliance, fintech, or accounting/ERP platforms (NetSuite, QuickBooks); experience with API-based or otherwise technically complex onboardings

Benefits

• Health, dental, and vision insurance.
• 401(k).
• Remote-friendly within the US.