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