{"id":1407921,"url":"https://alion.io/job/gearset-customer-onboarding-manager","title":"Customer Onboarding Manager","company":{"id":1841198,"name":"Gearset","domain":"gearset.com","url":"https://alion.io/company/gearset-com","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cambridge, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":33000,"max_usd":73000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":10},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false},{"name":"CI/CD","optional":true}],"status":"live","first_seen_at":"2026-09-18T10:11:15Z","employer_posted_date":"2026-09-18","last_verified_at":"2026-10-01T12:43:21Z","board_verified":true,"closed_at":null,"days_open":13,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":13},"description":"Many companies pay lip-service to \"Customer Success\". At Gearset, we're looking for an experienced Customer Onboarding Manager to join a company where it's a core part of our DNA. You'll get to work in a high-trust environment where you're given the freedom and support to succeed without internal politics and endless red-tape. Our Customer Success team is class leading, and we'll set you up to succeed with industry recognised training, and a chance to build deep technical knowledge on Salesforce DevOps.\nWhat's the opportunity for a Customer Onboarding Manager at Gearset?\nYou'll own the onboarding projects end to end. From the moment a customer signs, you’re their lead point of contact and accountable for getting them live, on time and set up properly with Gearset.\n\nYou'll be working with some of the world's largest and most recognisable brands, such as Sony and DHL, helping them get onboard with Gearset.\n\nThrough a highly consultative approach and deep understanding of our users, you'll guide customers through the critical early phase of their time with us, typically a three to four month project.\n\nYou'll run a portfolio of concurrent onboardings, which means judging where to spend your time, spotting the project that's drifting before it becomes a problem, and keeping momentum across all of them.\n\nWhat you’ll achieve\nLead onboarding projects from close-win to go-live. You set the plan, drive it, and are accountable for the outcome.\n\nRun the technical deep dive that establishes how each customer works, how their environments are structured, and what needs to change before they can get real value from Gearset.\n\nKeep customers moving forward. Code freezes, sandbox refreshes and new repositories all rely on customers taking action at the right time. A big part of this role is keeping those commitments on track, following up proactively, and being comfortable having direct conversations when something is at risk of slipping.\n\nOwn communication and manage stakeholders, from the admin doing the work to the executive who signed the contract, and keep both engaged for the full project.\n\nBuild robust onboarding plans at the outset of each engagement so the customer is fully aware of their responsibilities and deliverables at each stage.\n\nRun effective product training and pipeline setup sessions, presenting to experienced and senior stakeholders to showcase the platform and advise on how best to use it.\n\nWork closely with CSMs, Customer Success Engineers and DevOps Architects, bringing in specialist support where a project needs it, while remaining the person accountable for delivery.\n\nIdentify and communicate key milestones, deliverables and measures of success for each customer, and take the project through hypercare, sign-off and a clean handover to the ongoing relationship.\n\nAbout you\nYou have two or more years of onboarding or implementation experience at a SaaS business, in a technically-minded role.\n\nYou've previously run projects, not just sessions. You can point to onboardings where you set the plan, drove the timeline, managed dependencies and took accountability when things didn't go to plan.\n\nYou're confident working in complex technical environments spanning multiple systems and teams, and you're comfortable managing the stakeholders that come with them, from hands-on admins to executive sponsors, escalating when you need to.\n\nYou're technically minded and quick to learn, you can explain complicated things simply, and you genuinely want the customer to get value from what they've bought.\n\nThis isn't a classroom training role. Our customers need someone who can stand the product up inside a genuinely complex environment, not someone who can walk them through a UI.\nGreat to haves\nExperience onboarding enterprise or large, multi-team customers.\n\nExposure to DevOps, version control or CI/CD, in any stack. Salesforce DevOps specifically is a bonus, not an expectation.\n\nA background that straddles onboarding and customer success, where the tooling was complex.\n\nBenefits (the stuff you’d expect!)\nThis is a full time opportunity, working Monday to Friday with the option of flexible home working (for most of us that looks like 1-2 days a week in the office).\n\nYou’ll be supporting US customers, so you’ll need some flexibility to work across different time zones. Our flexible working policy helps balance this, giving you the freedom to adjust your start and finish times when needed.\n\nGenerous personal development budget for courses, conferences, or whatever is useful to your professional development in the role of up to £1500 per year\n\nTop end hardware provided\n\nOpportunity to join our Long Term Incentive Plan\n\nFree lunch in the office\n\n25 days holiday plus bank holidays (with the option to buy an extra 5 each year)\n\nCompany Pension Plan (matching up to 5%)\n\nBupa health care\n\nEnhanced family leave from day 1, including 26 weeks full maternity/adoption pay, OTE-inclusive\n\nBupa Menopause Plan offering specialist consultations and support\n\nLife Insurance & critical illness cover\n\nDiscounted gym membership, as well as a range of health and wellness benefits","description_format":"text","description_chars":5142,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Gym membership","Life insurance","Parental leave","Professional development"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Technology","Ticketing","DevOps & Platform Engineering"],"lifecycle":[{"event":"open","at":"2026-09-28T18:34:08Z"}],"liveness":{"score":56,"band":"ok","label":"Likely open","p_open":1,"p_active":0.746,"p_room":0.75,"age_days":12,"expected_fill_days":15,"reasons":["conf:6","velocity","win:late","comp:junior"],"computed_at":"2026-10-01T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/gearset-customer-onboarding-manager","json_url":"https://alion.io/job/gearset-customer-onboarding-manager.json","meta":{"generated_at":"2026-10-02T00:31:35Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":456,"day_limit":5000,"remaining_today":4544,"minute_limit":60,"resets_at":"2026-10-03T00:00:00Z"}}}