Onboarding Program Manager
Location: Gurgaon (Hybrid)
Company: Scaletrix.AI – Contentsquare India Center of Excellence (CSQ India COE)
About the Role
We are looking for an Onboarding Program Manager (OPM) to join our consulting team at Scaletrix.AI, the Contentsquare India Center of Excellence (CSQ India COE). In this role, you will own the end-to-end onboarding journey for new enterprise and mid-market customers using Contentsquare and Heap, ensuring successful implementation, rapid adoption, early value realization, and a seamless transition into long-term customer success.
This is a client-facing, delivery-focused position where you will serve as the program lead and trusted onboarding partner for customers. You will be responsible for driving onboarding programs from kickoff through go-live, coordinating technical implementation, stakeholder engagement, enablement activities, and project governance to accelerate time-to-value.
Working closely with Professional Services, Implementation Consultants, Customer Success, Sales, Product, and Engineering teams, you will ensure onboarding projects are delivered on time, within scope, and aligned with each customer's business goals. Success in this role requires strong program management, customer-facing communication, cross-functional collaboration, and the ability to manage multiple onboarding initiatives simultaneously while maintaining a high standard of customer experience. The ideal candidate is comfortable leveraging AI-powered tools such as ChatGPT, Claude, Copilot, and other productivity solutions to streamline workflows, improve documentation quality, automate repetitive tasks, and enhance overall delivery efficiency.
Key Responsibilities
Customer Onboarding & Program Management
Own and manage the end-to-end onboarding lifecycle for enterprise and mid-market customers.
Lead customer kickoff meetings and establish onboarding plans, milestones, success criteria, and timelines.
Drive implementation programs from initiation through successful go-live and handoff to Customer Success.
Ensure customers achieve early value and measurable business outcomes during onboarding.
Track onboarding progress, dependencies, risks, and escalations across multiple customer engagements.
Stakeholder Management
Act as the primary onboarding point of contact for customer stakeholders.
Build trusted relationships with business, technical, and executive stakeholders.
Facilitate alignment across customer teams and internal cross-functional teams.
Manage customer expectations and proactively communicate progress, risks, and recommendations.
Cross-Functional Coordination
Partner with Implementation Consultants and Professional Services teams to ensure smooth technical deployments.
Collaborate with Customer Success Managers to ensure seamless transition post-onboarding.
Work closely with Product, Sales, and Engineering teams to address customer requirements and blockers.
Coordinate resources and timelines across multiple teams to ensure successful delivery.
Risk & Project Governance
Identify onboarding risks, dependencies, and potential roadblocks early.
Create mitigation plans and drive issue resolution.
Maintain project documentation, status reports, action trackers, and executive updates.
Ensure onboarding programs remain on schedule and within scope.
Customer Enablement & Adoption
Support customer enablement initiatives and onboarding workshops.
Help customers understand best practices and maximize platform adoption.
Drive stakeholder engagement and user readiness throughout the onboarding process.
AI-Driven Productivity
Utilize AI tools such as ChatGPT, Claude, Copilot, and similar technologies to improve operational efficiency.
Automate routine tasks, enhance project documentation, generate customer communications, and improve knowledge-sharing processes.
Continuously identify opportunities to leverage AI to improve onboarding delivery and customer experience.
Required Skills & Experience
Essential Qualifications
3–6 years of experience in client-facing SaaS delivery roles such as:
Onboarding Program Manager
Implementation Manager
Professional Services Consultant
Technical Project Manager
Customer Success Manager (implementation-focused)
Experience managing complex customer onboarding, implementation, or digital transformation projects.
Exposure to digital experience analytics, product analytics, behavioral analytics, A/B testing, conversion rate optimization (CRO), or customer experience platforms.
Strong program and project management capabilities with experience handling multiple concurrent client engagements.
Experience working with digital platforms, analytics tools, MarTech solutions, product analytics platforms, or data-driven SaaS products.
Ability to connect technical implementation activities with business goals and measurable outcomes.
Proven ability to manage project risks, timelines, dependencies, and customer expectations.
Strong stakeholder management and executive communication skills.
Experience collaborating within global and matrixed organizations.
Hands-on experience using AI tools such as ChatGPT, Claude, Microsoft Copilot, or similar platforms to improve productivity and communication.
Excellent written and verbal communication skills.
Strong problem-solving and organizational abilities.
Preferred Qualifications
Experience working with digital analytics or customer experience platforms such as Contentsquare, Heap, Adobe Analytics, Google Analytics, Amplitude, Mixpanel, FullStory, Quantum Metric, or similar solutions.
Familiarity with SaaS implementation methodologies and customer onboarding frameworks.
Understanding of web technologies, digital data collection, and analytics implementation concepts.
Experience working with enterprise customers and global stakeholders.
Certifications in Project Management, Agile, Scrum, Customer Success, or related disciplines are a plus.
Success Metrics
Onboarding completion within agreed timelines.
Customer time-to-value and adoption rates.
Customer satisfaction during onboarding.
Successful implementation and go-live rates.
Stakeholder engagement and onboarding health scores.
Quality and timeliness of project communication and documentation.
Why Join Scaletrix.AI?
Work at the forefront of Digital Experience Analytics and Product Analytics.
Be part of Contentsquare's India Center of Excellence supporting global customers.
Collaborate with world-class teams across Customer Success, Professional Services, Product, and Engineering.
Gain exposure to leading enterprise digital experience and analytics platforms.
Opportunity to leverage AI-driven ways of working and shape best-in-class onboarding experiences for customers worldwide.