Onboarding Manager

About Kintsugi

Kintsugi is revolutionizing sales tax compliance for modern businesses. Our AI-driven platform simplifies tax compliance for e-commerce, SaaS, and other growing companies, ensuring they stay compliant across multiple jurisdictions. As we scale, we're looking for a detail-oriented and customer-focused Onboarding Manager to help businesses seamlessly integrate with our platform.

About the Role

The Onboarding Manager owns the customer relationship from the moment a deal closes through a fully verified, documented handoff to Customer Success. This is a relationship-first role, not a checklist-closer role. We measure Onboarding Managers on the quality of the onboarding experience, not just how fast they close the ticket. You'll be the customer's single point of contact through data setup, integration setup, registrations, and platform configuration, and you'll be the one who catches problems, like a billing mismatch or an unresponsive customer, before they turn into an escalation. This role is remote-friendly within the US.

Key Responsibilities

• Own the customer relationship from Sales handoff through a verified, documented handoff to Customer Success.

• Audit every new account after handoff: billing/subscription setup, EIN and documentation, transaction data, product categories, addresses, and marketplace connections.

• Run structured working sessions with each customer (typically 2 to 3 calls) covering data foundation, registrations and platform walkthrough, and verification/close. Record every call and send a written recap after each one.

• Guide customers through state registration imports, new registrations, exemption certificates, and platform setup.

• Flag account issues immediately: billing/plan mismatches, missing pre-handoff steps from Sales, or incomplete documentation for international clients.

• Manage multiple onboardings at once, at different levels of complexity, and prioritize based on what each customer actually needs.

• Run the unresponsive-client playbook when a customer goes quiet: structured outreach, async video walkthroughs, and escalation to your manager and the AE when needed.

• Complete a documented handoff to Customer Success covering commitments made, open items, customer sentiment, and anything the CS team should watch for.

• Keep calls, emails, and ticket updates logged in real time so the team has full visibility and continuity on every account.

• Collaborate cross-functionally with Sales on handoff quality, Product/Engineering on integration-specific onboardings, and Customer Success on a clean transition.

• Gather customer feedback to refine the onboarding process and improve adoption over time.

What We're Looking For

• 1+ years of experience leading customer onboarding, implementation or a similar role in a B2B SaaS environment.

• Proven ability to manage several concurrent onboardings of varying complexity without dropping details.

• Strong communication and customer service skills. Comfortable owning a relationship end-to-end, not just executing a checklist.

• An ownership mentality: treats a stalled or at-risk onboarding as their problem to solve, not a ticket to hand off.

• Detail-oriented and organized, with the discipline to keep documentation and ticket status current in real time across multiple onboardings at once.

• Comfortable escalating issues quickly and clearly, whether it's a billing mismatch, a missed Sales step, or an unresponsive client.

• Ability to work independently while following a structured process.

• Startup mentality: hungry, fast-moving, resourceful.

• This role involves regular collaboration with East Coast and European stakeholders, so early morning availability is required.

  Preferred: Experience with DevRev, HubSpot, Gainsight, ChurnZero, and/or Jira; familiarity with tax, compliance, fintech, or accounting/ERP platforms (NetSuite, QuickBooks); experience with API-based or otherwise technically complex onboardings.

Compensation & Benefits

• Salary: $60,000 to $90,000 per year, depending on experience

• Health, dental, and vision insurance.

• 401(k).

• Remote-friendly within the US.

Join us and help businesses take control of their sales tax compliance with ease!