Customer Onboarding Manager
Album VC is a venture capital firm that invests in early-stage technology startups, with a portfolio spanning 2014 to 2026. It backs SaaS and enterprise software companies across sectors such as analytics, legal tech, fintech, HR, and consumer products.
About Album VC
Album VC is an early-stage technology venture capital firm with a long track record dating back to 2014. Its portfolio includes dozens of companies such as Filevine, Podium, Limble CMMS, Weave, TaxBit, Owlet, SalesRabbit, ObservePoint, and many others spanning enterprise software, SaaS, fintech, legal tech, and consumer technology. The firm's team includes partners Diogo Myrrha, John Mayfield, and Sid Krommenhoek, along with Wilson Sivertson in finance. Album VC supports its portfolio companies' growth, including hosting a shared jobs board where its portfolio companies list open roles across engineering, sales, and operations functions.
Skills
About the Role
You will own the first 60 days of the customer journey, ensuring a seamless implementation and successful product launch. You will be the primary point of contact for new clients, driving time-to-value, coordinating integrations, leading trainings, and setting the foundation for long-term retention. You will manage multiple concurrent implementations in a fast-paced SaaS environment, working closely with Sales and Customer Success to ensure a smooth handoff once onboarding is complete.
Requirements
- Fluent English (written and spoken)
- 3–5 years of experience in Customer Onboarding, Implementation, Account Setup, Project Manager or Training/Enablement
- Proven ability to manage multiple projects simultaneously with clear deadlines
- Strong client-facing communication skills and executive presence
- Experience leading virtual trainings or customer workshops
- High attention to detail and strong organizational skills
- Analytical mindset with comfort reviewing usage data
- Must be available to work onsite in Guatemala City (Zone 10), Monday–Friday
Responsibilities
- Serve as the primary point of contact during the first 30–60 days of the client's lifecycle
- Lead end-to-end onboarding and implementation for new Podium accounts
- Coordinate product setup, integrations, and account configurations
- Drive time-to-value by ensuring customers successfully launch and adopt the platform
- Conduct tailored onboarding sessions and full-team trainings across customer locations
- Proactively manage and resolve onboarding-related escalations
- Maintain detailed documentation and project tracking within CRM systems
- Partner closely with Sales and Customer Success to ensure smooth handoff after onboarding completion
Benefits
- Law Benefits, Health and Life Insurance
- 13 paid holidays throughout the year