This is a full-time, salaried opportunity with Monday–Friday work days. This role is eligible for a variable bonus tied to time-to-go-live and customer satisfaction outcomes. This role will be hybrid with the expectation that this individual be in the Denver office at least two days per week.
Warehouse Anywhere provides self-storage solutions for businesses looking to centralize the administrative requirements to manage their storage assets nationwide. Our team enables the seamless management of your storage units regardless of location. Powered by our proprietary technology, our solution saves your organization time, money and creates efficiencies for your operations, procurement and sales teams. Applications will be accepted on an ongoing basis until the position is filled.
Job Description
We are seeking a Customer Onboarding Manager to own the transition from Sales to Operations and help ensure a smooth start for every customer. This is a new role focused on managing customer implementations from kickoff through go-live, as well as expansion projects for existing customers such as new locations, added services, and scope changes. The Customer Onboarding Manager will take a clean handoff from the Sales Operations Manager, run a consistent implementation process, and transition customers to the Client Operations Team once they are stable. This role will also partner closely with the Customer Success Manager to support long-term continuity. Over time, we expect the role to become more technical as our platform matures, with greater ownership of demos, portal setup, account hierarchy design, user enablement, and customer adoption of key workflows. This person should be comfortable using Microsoft Copilot and other AI tools to support documentation, planning, communication, and risk tracking, while applying sound judgment and maintaining ownership of the work.
Key Responsibilities:
Customer Onboarding & Implementation Project Management
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- Own project management for new customer implementations from contract signature through handoff to steady-state operations.
- Lead kickoff meetings with customer stakeholders to confirm scope, gather requirements, and align on milestones and success criteria.
- Build and manage an implementation plan for each customer, including kickoff, requirements, location setup, system configuration, user training, go-live, and handoff.
- Keep projects on track by monitoring milestones, identifying risks early, escalating when needed, and adjusting plans as circumstances change.
- Turn kickoff discussions into clear requirements documents and implementation deliverables the team can use to execute effectively.
- Lead platform demos for prospective and newly signed customers in partnership with Sales, Customer Success, and Technology.
- Own customer portal setup, including account hierarchy, user roles, permissions, key configuration steps, and readiness for testing and go-live.
- Help customers make decisions about portal structure, reporting visibility, and workflow setup so the solution works well at launch and can scale over time.
Expansion Project Management
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- Own project management of existing customer expansion projects — new locations, new services, scope changes, and multi-location rollouts.
- Partner with the Customer Success Manager on expansion-deal scoping; take handoff from the Customer Success Manager once an expansion is committed.
- Run expansion projects on the same implementation playbook as net-new customer onboarding — kickoff, requirements, milestones, go-live, and steady-state handoff.
- Coordinate directly with the Partner Experience Team on partner-network capacity and partner-side readiness for expansion locations.
Requirements Documentation & Project Charters
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- Author project charters for every customer implementation and major expansion project — scope, objectives, success criteria, stakeholders, milestones, risks, and dependencies.
- Convert raw kickoff notes into formal requirements documentation post kickoff.
- Maintain a versioned customer implementation document library — charters, requirements documents, project plans, milestone trackers, and post-mortems.
- Own the implementation playbook — including the customer-specific sections of the Sales Master Playbook that vary customer to customer.
Sales-to-Operations Handoff
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- Take clean handoff from the Sales Operations Manager on every new customer — verify the pre-handoff checklist is complete before scheduling kickoff.
- Escalate to the Sales Operations Manager and VP of Sales if handoff documentation is incomplete; do not start implementation until prerequisites are met.
- Document any gaps surfaced during onboarding and feed back into the pre-handoff checklist to continuously improve handoff quality.
Steady-State Handoff to Client Operations
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- Define and own the implementation-to-steady-state handoff checklist.
- Coordinate handoff to the Client Operations Team — account context, customer preferences, open items, customer contacts, SLA baselines, and known risks.
- Run a formal handoff meeting with the Client Operations Team and Customer Success Manager at the end of every implementation.
- Stay engaged for a defined post-go-live stabilization period before fully transitioning to Client Operations.
Customer Communication & Satisfaction
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- Serve as the customer’s main point of contact during implementation and expansion projects.
- Send weekly customer-facing status updates for all active implementations and expansion work.
- Lead go-live readiness reviews with customer stakeholders before transition to steady-state support.
- Deliver customer walkthroughs, demos, and training sessions that help users feel confident in the portal and ready to use it effectively.
- Support user acceptance testing and make sure customers understand how their account structure, permissions, and workflows will work before go-live.
- Gather post-implementation NPS and CSAT feedback, identify patterns, and use those insights to improve the implementation process over time.
Cross-Functional Partnership & AI Adoption
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- Partner with the Sales Operations Manager on handoff quality, pipeline visibility, and implementation capacity planning.
- Partner with the Client Operations Team Manager on handoff readiness, handoff content, and post-go-live stabilization.
- Partner with the Partner Experience Team Manager on partner onboarding, network capacity, and readiness for new locations.
- Partner with the Customer Success Manager on continuity, expansion planning, and long-term success criteria.
- Work closely with Technology on portal setup, account hierarchy design, user provisioning, issue triage, release readiness, and turning customer requirements into repeatable workflows.
- Help identify repeatable implementation patterns, configuration standards, and product gaps so the onboarding process becomes more scalable over time.
- Partner with the Manager, Learning & Business Process Optimization once that role is filled to turn implementation updates into formal training for Client Operations and Partner Experience.
- Use Microsoft Copilot and other AI tools to support documentation, status updates, project planning, and risk analysis, while maintaining ownership and judgment.
Reporting & Communication
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- Submit a written weekly update to the leadership team covering active implementations, expansion projects, milestones hit and missed, customer health during onboarding, wins, issues and risks, decisions or asks, and next week’s focus.
- Lead a monthly Customer Onboarding KPI review covering time-to-go-live, customer satisfaction, milestone adherence, handoff quality, and expansion project delivery.
- Communicate honestly and early — surface bad news with the same urgency and clarity as good news.
Leadership Standards
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- Demonstrate ownership of outcomes — no deflecting, no surprises. Prepare with data, present with clarity, commit to next steps.
- Maintain professionalism, confidentiality, sound judgment, and consistent decision-making aligned to company expectations.
- Model and reinforce Warehouse Anywhere’s cultural values — Solutions-Driven, Teamwork, Operational Excellence, Reliability, Accountability, Game-Changing Innovation, and Ethics — in every internal and customer-facing interaction.
Key Performance Indicators (KPIs)
- Time-to-Go-Live: Median days from kickoff to steady-state handoff; drive measurable quarter-over-quarter compression.
- Post-Implementation Customer Satisfaction: Achieve target NPS or CSAT score across every implementation.
- On-Time Milestone Delivery: ≥90% of implementation milestones delivered on or before committed dates.
- Requirements Document Completeness: 100% of new customers have a formal requirements document within 5 business days of kickoff.
- Portal Configuration Accuracy: 100% of implementations complete account hierarchy, roles, permissions, and core configuration accurately prior to go-live.
- Steady-State Handoff Readiness: 100% of implementations meet the steady-state handoff checklist before transition to Client Operations.
- Customer Enablement & Adoption Readiness: 100% of customers complete required training, walkthroughs, and user acceptance activities before steady-state handoff.
- Expansion Project Delivery: ≥90% of expansion projects delivered on time and on scope.
- Handoff Escalation Rate: Track the percentage of new customers escalated back to Sales Operations for incomplete handoff documentation; drive this metric downward over time.
Compensation Structure
- Base salary range: $75,000-$100,000 plus variable bonus tied to time-to-go-live and post-implementation customer satisfaction. Actual compensation will depend on experience, and qualifications.
- Detailed bonus plan provided as a separate document at offer stage.
Benefits
- Company subsidized medical, dental, and vision insurance ($100/month employer contribution to HSA account)
- Company paid STD, LTD, and life insurance (1x your salary up to $250k)
- Pet insurance
- 401(k) with company match
- Flexible PTO
- Paid Holidays
- Training and Tuition Assistance Program
Qualifications
- Bachelor’s degree in Business, Operations Management, Project Management, Information Systems, or a related field preferred.
- 4 to 6 years of experience in customer onboarding, implementation, or project management within a SaaS, technology, or tech-enabled services business.
- Proven experience managing complex customer implementations from kickoff through go-live and handoff.
- Strong project management skills, including the ability to build project charters, requirements documents, and structured plans from incomplete or evolving inputs.
- Experience configuring SaaS platforms for customers, including account setup, user roles, permissions, workflows, or similar implementation tasks.
- Comfort leading customer-facing demos, implementation workshops, training sessions, and user acceptance activities.
- Ability to work effectively with Product, Engineering, or internal Technology teams to troubleshoot issues, clarify requirements, and support scalable implementation design.
- Proficiency with project management tools such as Monday.com or MS Project, and CRM platforms such as HubSpot.
- Strong written and verbal communication skills, with the ability to lead kickoff meetings, status reviews, training sessions, and go-live readiness discussions with customer stakeholders.
- Comfort using Microsoft Copilot and other AI tools to support documentation, project planning, and communication.
- Strong working knowledge of Microsoft 365, including Outlook, Teams, Word, Excel, PowerPoint, and SharePoint.
- Customer-focused mindset, strong problem-solving ability, and a high standard for follow-through.
- Comfort working in a high-growth environment with evolving systems and processes.
- Ability to occasionally work outside normal business hours to support customer needs, business priorities, and critical operational requirements.
Preferred Attributes
- Experience in a technical implementation, solutions consulting, or onboarding role for a SaaS platform.
- Familiarity with multi-entity account structures, permission models, and customer configuration decisions that affect long-term platform adoption.
- Familiarity with multi-location enterprise operations, supply chain, or logistics.
- Self-storage, storage, or tech-enabled logistics industry experience.
- Experience deploying AI tools (e.g., Microsoft Copilot, Microsoft Cowork AI agent, or similar) in an onboarding or implementation context — including establishing prompts, guardrails, and adoption patterns for a team.
- Commitment to Warehouse Anywhere’s mission of delivering technology-enabled storage and fulfillment solutions with reliability, accountability, and innovation.
Equal Employment Opportunity
- Warehouse Anywhere is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.
- Warehouse Anywhere is committed to providing reasonable accommodation to qualified individuals with disabilities throughout the recruitment and employment process. Applicants requiring accommodation should contact Human Resources.