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

In this role you own both delivery and governance of Maltego's customer onboarding program. You manage a portfolio of complex accounts from Sales handover to CS handover, and design scalable playbooks and SOPs. You balance hands-on customer engagement with program-level leadership to ensure quality at scale. You drive improvements by turning onboarding insights into program changes. You will influence adoption, CSAT, and cross-functional alignment in a fast-growing tech scale-up.

• Manage a portfolio of complex, high-touch and scale-touch onboarding engagements end-to-end.
• Design and execute onboarding plans for accounts with advanced technical or organizational requirements.
• Deliver Customer Success handovers meeting acceptance criteria and maintain high CSAT.
• Identify patterns from account work to inform program improvements.
• Design and maintain onboarding playbooks and SOPs for Scale-touch and High-touch processes.
• Lead continuous improvement initiatives and drive rollout across the team.
• Coordinate with Scaled and Digital Onboarding Managers for consistency across formats.
• Ensure content accuracy in onboarding resources in collaboration with Product after releases.
• Build credibility with stakeholders through consistent delivery and clear communication.
• Represent the program in cross-functional meetings with structured analyses and recommendations.
• Surface onboarding patterns to inform cross-team discussions and ensure program feedback reaches the right parties.
• Serve as primary customer contact for assigned accounts and foster senior stakeholder relationships.
• Facilitate discovery conversations to surface strategic use cases and inform onboarding design.
• Address customer concerns proactively to prevent escalations.
• Synthesize feedback into actionable recommendations and drive process improvements across teams.
• Contribute to scalable onboarding content and documentation.

• Proven track record managing complex onboarding or implementation engagements in a B2B SaaS or enterprise software environment.
• Experience owning program governance (playbooks, SOPs, or process frameworks).
• Strong project management skills with ability to balance multiple engagements and initiatives.
• Excellent communication skills for customers, internal stakeholders, and senior leadership.
• Comfort with CRM, project management, and analytics tools to track progress and report outcomes.
• Analytical mindset with ability to identify patterns, synthesize feedback, and design improvements.
• Preferred: OSINT, investigations, or intelligence workflows.
• Preferred: product-led or usage-driven customer success models.
• Preferred: background in process improvement, change management or operational excellence.

• Excellent communication
• Stakeholder management
• Analytical thinking
• CRM
• Project management tools
• Analytics platforms