Customer Onboarding Manager

Responsibilities

• Act as the primary point of contact during the onboarding phase, bridging client needs and the platform to ensure seamless implementation.
• Own and manage the end-to-end onboarding journey, ensuring projects are delivered within agreed timelines and scope.
• Lead onboarding kick-offs, set clear expectations, and align on success metrics and deliverables with clients.
• Guide clients on product features and best practices to ensure alignment with their business goals and long-term success.
• Coordinate with internal engineering and product specialist teams to resolve integration challenges and technical hurdles.
• Proactively identify risks or delays to ensure successful product adoption from day one.
• Build strong stakeholder relationships and capture client feedback to drive product and experience improvements.

Requirements

• University degree in Business, Marketing, IT, or a related field.
• 4+ years of experience in customer-facing roles such as Customer Success, Onboarding, Account Management, or Strategic Consulting.
• Proven background working within the Martech or SaaS industries.
• Fluency in both English and Malay (written and spoken).
• Strong project management skills and a strategic mindset.
• High sense of responsibility, accountability, and a customer-oriented approach.

Benefits

• Opportunity to join a diverse, global team representing over 50 nationalities.
• Access to internal training covering AI fundamentals, coding, and personal development.
• Subscriptions to learning platforms including LinkedIn Learning, MasterClass, and Blinkist.
• Eligibility for the Employee Stock Option Plan (ESOP) to become a shareowner.
• Rewarding referral bonuses and opportunities for global retreats and team-building events.
• Involvement in purpose-driven social impact and volunteering projects.

About the Company

Insider One is the #1 platform for marketing and customer engagement teams, uniting data, personalization, and journey orchestration across channels like WhatsApp, SMS, Email, and Web. As a woman-founded, women-led B2B SaaS unicorn, we are backed by top-tier investors like Sequoia Capital and General Atlantic, serving over 2,000 customers ranging from high-growth startups to Fortune 500 companies.