Senior Customer Success Analyst – Enterprise Onboarding

Responsibilities

• Manage Enterprise implementation projects
• Oversee the full onboarding lifecycle for multiple Enterprise accounts simultaneously, from kick-off to final handoff.
• Proactively mitigate risks and anticipate impediments, ensuring deadlines, scope, and critical milestones are met.
• Build and scale the team's playbook by standardizing templates, timelines, and monitoring rituals for the Enterprise segment.
• Provide visibility into project status for internal leadership and client stakeholders through reports and dashboards.
• Conduct in-depth diagnostics at kick-off to understand the client's HR/business context and design customized onboarding plans.
• Serve as the technical and business liaison, translating client needs into platform configuration requirements and aligning with internal teams (Product, Support, Data).
• Map and manage complex, multi-layered stakeholders (from operational HR to C-level executives).
• Plan and deliver tailored training for different user profiles (administrators, managers, and employees).
• Monitor adoption and engagement metrics throughout the journey, acting proactively on accounts showing risk indicators.
• Ensure a smooth transition to the Customer Success team by maintaining detailed records and alignment from the start of the project.
• Amplify operations through AI by using artificial intelligence tools in daily work to optimize communications, summarize rituals, create materials, and scale support capacity.
• Feed the continuous improvement cycle by turning project learnings into product, process, and playbook enhancements.

Requirements

• Experience in SaaS implementation or onboarding, ideally with large/Enterprise clients, or experience managing complex projects in a B2B context
• Project management experience: ability to structure, prioritize, track, and deliver complex projects with quality, even while handling multiple projects concurrently
• Clear, adaptable communication to interact with a wide range of profiles, from HR analysts to CEOs, without losing objectivity or empathy
• Ability to read the client's business and connect it to implementation objectives — understand the “why” behind client requests, not just execute tasks
• Ability to make decisions and unblock situations without relying on constant approvals
• Organization and discipline to manage multiple projects in parallel
• Comfortable dealing with the complexity and exposure to high-level stakeholders (C-level) typical of Enterprise accounts
• Regular use of AI in work to gain speed and scale

Core Competencies

Demonstrates expertise in managing Enterprise implementation projects, overseeing onboarding lifecycles, and effectively communicating with diverse stakeholders. Proficient in utilizing AI tools to enhance operations and drive continuous improvement in project delivery.