Customer Onboarding Manager

Company Overview ID.me is a high‑growth digital identity network simplifying identity verification for individuals. Our mission is to make the world a more trusted place by enabling access to critical services across government, healthcare, financial services, and more. Role Overview Customer Onboarding Manager responsible for guiding customers from kickoff through launch, working cross‑functionally to ensure successful implementation of ID.me’s identity verification solutions across strategic accounts such as government agencies, healthcare organizations, and large commercial customers. Responsibilities Serve as the primary point of contact during onboarding, ensuring customers feel supported and informed. Lead end‑to‑end implementation projects – developing project plans, defining success criteria, and managing timelines. Collaborate with internal teams (Product, Engineering, Compliance, Customer Support) to deliver solutions that meet customer needs. Identify risks and blockers early, escalating and driving resolutions to keep projects on track. Educate customers on ID.me’s platform, tools, best practices, and support resources. Facilitate stakeholder communications and manage expectations throughout the onboarding lifecycle. Document onboarding activities and lessons learned to improve onboarding frameworks. Qualifications 5+ years of experience in onboarding, implementation, or program/project management. Experience supporting enterprise or strategic accounts with long implementation cycles and multi‑stakeholder environments. Strong organizational and problem‑solving skills; comfortable managing multiple projects simultaneously. Excellent written and verbal communication skills, engaging both technical and non‑technical stakeholders. Familiarity with tools such as Google Workspace, Jira, Rocketlane, and CRM platforms like Salesforce. Preferred: experience with government agencies, healthcare organizations, or financial services customers. Preferred: background in digital identity, SaaS, or security‑related technology. Preferred: understanding of compliance frameworks relevant to identity and data security (NIST, FedRAMP, IAL2). Preferred: PMP or other project management certification. Benefits ID.me offers a comprehensive benefits package including medical, dental, vision, health savings account, and 401(k) with company match, among others. #J-18808-Ljbffr