RemoteWLBRemote only
Back to all jobs
K
Remote role · onboardi

Onboarding Manager

Kintsugi AI

Remote-United StatesCustomer ServiceFull-time
SalaryUSD 60000-90000
Before you apply

Role details

The practical picture
Employment
Full-time
Role signal brief

The role, at a glance

Extracted from the source posting · 95% confidence

Kintsugi AI is hiring an Onboarding Manager to own the customer relationship from sales handoff through to Customer Success for its sales tax compliance platform. The role involves guiding customers through registrations, integrations, and platform configuration while managing multiple concurrent accounts. This is a remote-friendly position based in the United States with early morning availability required for collaboration with European stakeholders.

Remote scope
Remote-friendly within the US
Time zones
Early morning availability required for collaboration with East Coast and European stakeholders
Compensation
USD 60,000–90,000 / year

What you need

  • 1+ years of experience leading customer onboarding, implementation or a similar role in a B2B SaaS environment
  • Proven ability to manage several concurrent onboardings of varying complexity without dropping details
  • Strong communication and customer service skills
  • Ability to work independently while following a structured process
  • Availability for early mornings to collaborate with East Coast and European stakeholders

What you will own

  • Own the customer relationship from Sales handoff through a verified, documented handoff to Customer Success
  • Audit every new account after handoff, including billing/subscription setup, EIN and documentation, and transaction data
  • Run structured working sessions with customers covering data foundation, registrations, and platform walkthrough
  • Guide customers through state registration imports, new registrations, exemption certificates, and platform setup
  • Flag account issues immediately, such as billing mismatches or incomplete documentation
  • Manage multiple onboardings at once and prioritize based on customer needs
Core skills
Customer OnboardingB2B SaaS ImplementationCustomer Relationship ManagementCommunication

Remote policyThe role is remote-friendly within the US, indicating a company policy that supports remote work restricted to specific geographic areas.

Internal freshness window ends Oct 21, 2026
View source evidence
  • salary “Salary: $60,000 to $90,000 per year, depending on experience”
  • location “This role is remote-friendly within the US.”
  • remote_scope “Remote-friendly within the US.”
  • applicant_location_requirements “This role is remote-friendly within the US.”
  • timezone_requirements “collaboration with East Coast and European stakeholders, so early morning availability is required”
  • must_have “1+ years of experience leading customer onboarding, implementation or a similar role in a B2B SaaS environment.”
  • company_remote_policy “Remote-friendly within the US.”
customer onboardingb2b saas implementationcustomer relationship managementcommunication
Role brief

About Kintsugi

Kintsugi is revolutionizing sales tax compliance for modern businesses. Our AI-driven platform simplifies tax compliance for e-commerce, SaaS, and other growing companies, ensuring they stay compliant across multiple jurisdictions. As we scale, we're looking for a detail-oriented and customer-focused Onboarding Manager to help businesses seamlessly integrate with our platform.

About the Role

The Onboarding Manager owns the customer relationship from the moment a deal closes through a fully verified, documented handoff to Customer Success. This is a relationship-first role, not a checklist-closer role. We measure Onboarding Managers on the quality of the onboarding experience, not just how fast they close the ticket. You'll be the customer's single point of contact through data setup, integration setup, registrations, and platform configuration, and you'll be the one who catches problems, like a billing mismatch or an unresponsive customer, before they turn into an escalation. This role is remote-friendly within the US.

Key Responsibilities

  • Own the customer relationship from Sales handoff through a verified, documented handoff to Customer Success.

  • Audit every new account after handoff: billing/subscription setup, EIN and documentation, transaction data, product categories, addresses, and marketplace connections.

  • Run structured working sessions with each customer (typically 2 to 3 calls) covering data foundation, registrations and platform walkthrough, and verification/close. Record every call and send a written recap after each one.

  • Guide customers through state registration imports, new registrations, exemption certificates, and platform setup.

  • Flag account issues immediately: billing/plan mismatches, missing pre-handoff steps from Sales, or incomplete documentation for international clients.

  • Manage multiple onboardings at once, at different levels of complexity, and prioritize based on what each customer actually needs.

  • Run the unresponsive-client playbook when a customer goes quiet: structured outreach, async video walkthroughs, and escalation to your manager and the AE when needed.

  • Complete a documented handoff to Customer Success covering commitments made, open items, customer sentiment, and anything the CS team should watch for.

  • Keep calls, emails, and ticket updates logged in real time so the team has full visibility and continuity on every account.

  • Collaborate cross-functionally with Sales on handoff quality, Product/Engineering on integration-specific onboardings, and Customer Success on a clean transition.

  • Gather customer feedback to refine the onboarding process and improve adoption over time.


What We're Looking For

  • 1+ years of experience leading customer onboarding, implementation or a similar role in a B2B SaaS environment.

  • Proven ability to manage several concurrent onboardings of varying complexity without dropping details.

  • Strong communication and customer service skills. Comfortable owning a relationship end-to-end, not just executing a checklist.

  • An ownership mentality: treats a stalled or at-risk onboarding as their problem to solve, not a ticket to hand off.

  • Detail-oriented and organized, with the discipline to keep documentation and ticket status current in real time across multiple onboardings at once.

  • Comfortable escalating issues quickly and clearly, whether it's a billing mismatch, a missed Sales step, or an unresponsive client.

  • Ability to work independently while following a structured process.

  • Startup mentality: hungry, fast-moving, resourceful.

  • This role involves regular collaboration with East Coast and European stakeholders, so early morning availability is required.

    Preferred: Experience with DevRev, HubSpot, Gainsight, ChurnZero, and/or Jira; familiarity with tax, compliance, fintech, or accounting/ERP platforms (NetSuite, QuickBooks); experience with API-based or otherwise technically complex onboardings.

Compensation & Benefits

  • Salary: $60,000 to $90,000 per year, depending on experience

  • Health, dental, and vision insurance.

  • 401(k).

  • Remote-friendly within the US.

Join us and help businesses take control of their sales tax compliance with ease!