Software Onboarding Manager, B2B E-commerce - Okendo

Okendo is a customer marketing platform that builds stronger connections between consumers and the brands they love. We enable Shopify brands to grow faster and more efficiently by cultivating brand advocacy and maximizing lifetime value. Our unified platform offers products for Reviews, Referrals, Quizzes, Loyalty, and Surveys, trusted by over 19,000+ Shopify brands to turn one-time shoppers into revenue-driving Superfans.

About the Role

As an Enterprise Onboarding Manager, you will be responsible for setting Okendo's most strategic brands up for long-term success. You will own each launch from the moment the deal closes to the handoff to Customer Success, translating brand goals into a clear launch plan, guiding them through setup, integrations, and go-live, and ensuring they quickly see value.

This is an individual contributor role where you will pick up momentum from Sales and collaborate closely with Solutions Engineering, Support, Customer Success, and Account Executives. The first impression you create will set the tone for the entire customer relationship.

What You'll Do

Own the enterprise launch from kickoff to go-live

• Be the dedicated lead for each new enterprise brand, from sales handoff to go-live, maintaining clear plans, timelines, and expectations.
• Translate each brand's goals into a tailored launch plan across Reviews, Loyalty, Referrals, Quizzes, and Surveys, considering their business, tech stack, and retail calendar.
• Manage several complex launches concurrently, proactively clearing blockers to ensure brands go live on time and on brand.

Design programs that deliver value fast

• Advise brands on program setup and guide them through data migration, theme customization, and integrations with their tech stack, including Shopify, Klaviyo, TikTok Shop, Google, Meta, and Attentive.
• Collaborate with Solutions Engineering on custom builds and APIs, writing clear requirements to ensure accurate delivery.
• Train brand teams to confidently run their programs and ensure every brand achieves first value by the go-live date.

Partner across the business

• Work with Sales pre-close on scope and timelines, joining late-stage calls where onboarding trust is crucial.
• Hand off each brand to Customer Success with a clear summary of goals, stakeholders, and next steps, and flag growth opportunities across the suite.
• Provide Product feedback on gaps identified during enterprise launches and partner with Marketing on customer stories.

Keep raising the bar on how we onboard

• Develop templates, checklists, and playbooks for enterprise launches, standardizing best practices for the team.
• Become a deep expert on the Okendo platform and the ecommerce tools brands use alongside it, sharing knowledge with the team.

What We're Looking For

• 5+ years in customer onboarding, implementation, or project management at a B2B SaaS company, ideally with ecommerce brands or marketing and retention tools.
• A proven track record of leading complex, multi-stakeholder launches for larger customers, delivered on time and to a high standard.
• Strong project management and organizational skills: ability to plan, track, and prioritize many moving parts across multiple launches simultaneously.
• Technical comfort: familiarity and excitement around terms like CSV, HTML, and APIs.
• Knowledge of ecommerce tech stacks and metrics such as conversion, AOV, and repeat rate.
• Confidence working with senior marketing and ecommerce stakeholders, and the assertiveness to drive action plans to completion.
• Excellent written and verbal communication, coupled with a resourceful, positive, and resilient approach when launches become complicated.
• Bonus: Familiarity with Shopify (especially Shopify Plus), Klaviyo, Google Shopping, and headless or custom storefront setups.

Success Milestones

1-Month Success Markers

• You've completed onboarding, earned your Okendo Product Expert certification, and can confidently demo all five Okendo products.
• You've shadowed enterprise launches from kickoff to go-live and are running your first launches with support.
• You understand the ecommerce industry and the brands we work with well enough to hold a credible conversation.

6-Month Success Markers

• You've led multiple enterprise launches from kickoff to go-live, on time and to a high standard.
• Every launch has a clear plan, named stakeholders, a go-live date, and a clean handoff to Customer Success.
• You've built strong working relationships with Solutions Engineering, Account Executives, and Customer Success, and contributed templates the team is using.

1-Year Success Markers

• You consistently launch enterprise brands on time, and those brands describe the experience as smooth and well run.
• The brands you launched are healthy, growing accounts, with clear growth plans handed to Customer Success.
• You're the go-to resource inside Okendo for complex enterprise launches, and your playbooks are part of how the team works.