Customer Onboarding Manager

Customer Onboarding Manager

McLean, Virginia; Mountain View, California, United States

Company Overview

ID.me is the next-generation digital identity wallet that simplifies how individuals securely prove their identity online. Consumers can verify their identity with ID.me once and seamlessly login across websites without having to create a new login and verify their identity again. Over 152 million users experience streamlined login and identity verification with ID.me at 20 federal agencies, 45 state government agencies, and 70+ healthcare organizations. More than 600+ consumer brands use ID.me to verify communities and user segments to honor service and build more authentic relationships. ID.me's technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. ID.me is committed to "No Identity Left Behind" to enable all people to have a secure digital identity.

ID.me is a full-time, in-office culture. Unless a specific job description explicitly states otherwise, all roles are on-site five days per week at one of our offices in McLean, VA; Mountain View, CA; New York City, NY; or Tampa, FL. Certain roles such as field-based sales or other remote-by-design positions may have different work arrangements as noted in their individual postings.

At ID.me, we embrace the thoughtful use of AI tools in our daily work and there are even occasions where we leverage AI in our hiring process. However, during the interview process, we want to understand your individual skills and experiences. Therefore, we have guidelines on how AI can be appropriately used during your application and interviews which can be found here.

ID.me is a high-growth digital identity network with over 170 million members. We simplify how individuals securely verify and share their identity online. 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

We are seeking an experienced Customer Onboarding Manager to lead the implementation process for customers adopting ID.me's identity verification solutions. You will guide customers from kickoff through launch, working cross-functionally to ensure they are set up for long-term success. This role supports ID.me's strategic and enterprise accounts including government agencies, healthcare organizations, and large commercial customers and requires the ability to manage complex, high-stakes implementations with multiple stakeholders across technical, legal, and executive functions.

Responsibilities

• Serve as the primary point of contact during onboarding, ensuring customers feel supported and informed at every stage.
• Lead end-to-end implementation projects developing project plans, defining success criteria, and managing timelines to keep stakeholders aligned.
• Collaborate with internal teams (Product, Engineering, Compliance, Customer Support) to deliver solutions that meet customer needs.
• Identify risks and blockers early, escalate when needed, and drive resolutions that keep projects on track.
• Educate customers on ID.me's platform, tools, best practices, and support resources to ensure successful adoption.
• Facilitate stakeholder communications and manage expectations throughout the onboarding lifecycle.
• Document onboarding activities and lessons learned, contributing to the continuous improvement of onboarding frameworks and resources.

Qualifications

Required:

• 5+ years of experience in onboarding, implementation, or program/project management roles.
• Experience supporting enterprise or strategic accounts with long implementation cycles and multi-stakeholder environments is required.
• Strong organizational and problem-solving skills; comfortable managing multiple projects simultaneously.
• Excellent written and verbal communication skills, with the ability to engage both technical and non-technical stakeholders.
• Familiarity with tools such as Google Workspace, Jira, Rocketlane, and CRM platforms like Salesforce.

Preferred:

• Experience working with government agencies, healthcare organizations, or financial services customers.
• Background in digital identity, SaaS, or security-related technology.
• Understanding of compliance frameworks relevant to identity and data security (e.g., NIST, FedRAMP, IAL2).
• PMP or other relevant project management certification.

The annual base salary listed does not include a company bonus, incentive for sales roles, equity and benefits which will be determined based on experience, skills, education, relevant training, geographic location and role. ID.me offers comprehensive medical, dental, vision, health savings account, flexible spending accounts (medical, limited purpose, dependent care, commuter benefit accounts), basic and voluntary life and AD&D insurance, 401(k) with company match, parental leave, ability to participate in unlimited paid time off subject to the terms and conditions of the PTO policy, including 8 company wide holidays, short and long-term disability insurance, accident and critical illness insurance, referral bonus policy, employee assistance program, pet insurance, travel assistant program, wellbeing and childcare discounts, benefit advocates, and a learning and development benefit. Final offers may vary from the amount listed based on qualifications, professional experiences, skills, education, relevant training, geographic location, and other job related factors.

Mountain View, CA Pay Range

$175,000 - $205,000 USD

ID.me maintains a work environment free from discrimination, where employees are treated with dignity and respect. All ID.me employees share in the responsibility for fulfilling our commitment to equal employment opportunity. ID.me does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. ID.me adheres to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, ID.me's policy is to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works. Upon request we will provide you with more information about such accommodations.

Please review our Privacy Policy, including our CCPA policy, at id.me/privacy . If you provide ID.me with any personally identifiable information you confirm that you have read and agree to be bound by the terms and conditions set out in our Privacy Policy.

ID.me participates in E-Verify.