Who you are - 3+ years of onboarding or implementation experience in SaaS, preferably within workflow, research, or CX platforms - Proven ability to manage complex onboarding projects for enterprise and mid-market accounts - Technical proficiency, comfortable navigating APIs, data flows, and customer integrations with tools like AWS S3 - Confident handling SSO configurations and guiding customers through the setup - Strong project management skills, organized, proactive, and able to juggle multiple workstreams - Empathetic and clear communicator, able to simplify complex topics and support teams through change - Familiarity with journey management, service design, or design thinking is a major plus ### What the job involves - You’ll be the face of TheyDo for new enterprise and mid-market customers, guiding them from the first kickoff to a successful Go-Live. You’ll ensure they integrate key systems, get value fast, and feel confident every step of the way - This isn’t just customer hand-holding it’s proactive, technically-informed, outcomes-driven onboarding. You’ll design and scale our onboarding playbook, track success, and work cross-functionally to continuously improve how customers experience TheyDo from day one - Own and manage the onboarding lifecycle for new customers, be their guide, point of contact, and strategic partner through implementation - Coordinate technical onboarding steps, including SSO setup, AWS S3 data transfers, API integrations, and ingestion flows collaborating closely with Engineering as needed - Reduce time-to-value by helping customers quickly connect TheyDo to their existing ecosystem and align teams around journey management - Build scalable, repeatable frameworks and playbooks to streamline onboarding and create consistency across customer experiences - Project manage multiple onboarding implementations in parallel, working closely with Customer Success Managers and Journey Management Coaches - Collaborate with Sales, Product, Support, and Customer Success to deliver a frictionless handover and smooth experience from contract to activation - Serve as a trusted advisor to customers, educating them on journey management and helping them adopt TheyDo effectively - Track onboarding metrics like time-to-value, Net Promoter Score (NPS) and adoption rates - Champion the voice of the customer escalating insights to improve our product and internal processes