Senior Program Manager, Onboarding (m/w/d)

Role overview

The Senior Program Manager, Onboarding owns both onboarding delivery and program governance for Maltego’s customer onboarding program. You will manage a portfolio of complex accounts end-to-end while also designing and improving the playbooks and processes that enable the onboarding team to deliver quality at scale.

Responsibilities

Onboarding delivery

• Manage a portfolio of complex, high-touch, and scale-touch accounts end-to-end, balancing delivery with governance responsibilities.
• Design and execute onboarding plans for accounts with advanced technical and organizational requirements.
• Run Customer Success handovers that meet or exceed acceptance criteria and maintain strong CSAT across the portfolio.
• Identify patterns from account work and translate them into program improvements.

Program management & governance

• Design and maintain playbooks and SOPs for high-touch and scale-touch onboarding, ensuring accuracy and alignment with best practices.
• Lead continuous improvement initiatives (identify inefficiencies, design solutions, drive rollout).
• Coordinate with other onboarding program leads (Scaled and Digital Onboarding Managers) to ensure consistency across onboarding formats.
• Own onboarding content accuracy in partnership with Product to keep materials current after releases.

Cross-functional collaboration

• Build credibility with stakeholders through consistent delivery and clear communication.
• Represent the program perspective in cross-functional meetings, providing structured analysis and concrete recommendations.
• Ensure onboarding feedback flows to the right teams.

Customer engagement

• Serve as primary customer contact for assigned accounts throughout onboarding.
• Build trusted relationships with senior stakeholders and decision-makers.
• Facilitate complex discovery to uncover strategic use cases and inform onboarding design.
• Proactively address customer concerns to prevent escalations.

Feedback, reporting & process improvement

• Synthesize feedback into actionable recommendations for relevant teams.
• Drive process improvements from identification through rollout, including stakeholder alignment and change management.
• Contribute to onboarding content and documentation improvements that scale across the team.

Requirements

• Proven track record managing complex B2B SaaS / enterprise software onboarding or implementation engagements.
• Demonstrated experience owning program governance (playbooks, SOPs, or process frameworks used by other teams).
• Strong project/program management skills to manage multiple concurrent engagements and initiatives.
• Excellent communication skills for customers, internal stakeholders, and senior leadership.
• Comfortable using tools such as CRM, project management, and analytics platforms to track progress and report outcomes.
• Analytical mindset to identify patterns, synthesize feedback, and drive evidence-based improvements.

Preferred qualifications

• Experience with OSINT, investigations, or intelligence workflows.
• Familiarity with product-led or usage-driven customer success models.
• Background in process improvement, change management, or operational excellence.