Onboarding Manager

An inclusive work environment is an empowering one. At Cutover, we lead with empathy and enable others to succeed through curiosity, kindness, and self-expression.

Location: US Remote (East Coast preferred)

We regret that we are unable to provide work visa sponsorship at this time.

Cutover provides enterprise technology operations teams with an AI-powered SaaS solution that automates and streamlines complex processes with intelligent runbooks. The Cutover solution enables teams to respond to incidents quickly, recover from IT outages, and manage cloud migrations with precision and efficiency. Cutover is used in many of the world's largest financial institutions to support their critical technology operations, including 5 out of the top 6 largest asset managers and 3 out of the top 5 US banks.

What does this role mean to us?

The Onboarding Manager (OM) acts as the active onboarding orchestrator for all new Cutover customers, ensuring structured, predictable, and high-quality onboarding experiences. This is a customer-facing role that partners directly with customers throughout onboarding to drive alignment, clarity, and momentum. The OM raises the bar on onboarding standards, drives delivery governance, and ensures customers progress efficiently from implementation to their defined value realization moment within six months.

The OM is accountable for the onboarding plans of all new Cutover customers, managing multiple customers concurrently. They provide cross-workstream oversight across Customers, AE, CSM, and Delivery teams to proactively identify risks, misalignment, and execution gaps throughout onboarding. The OM ensures issues are surfaced early and escalated through defined governance forums in line with our methodology, maintaining transparency, accountability, and forward momentum.

While AEs and CSMs own the overall customer relationship, the OM owns the onboarding plan, governance structure, and execution oversight. The role counsels and supports onboarding teams and customers alike, driving clarity on progress, blockers, resourcing, decision-making, and next steps to ensure successful, timely onboarding outcomes.

What will you be doing as our Onboarding Manager?

Operationalize Onboarding & Reporting

• Define onboarding governance models and delivery standards
• Establish and manage timelines, milestones, and dependencies in onboarding plan
• Align onboarding plans with customer goals, Value Realization Moment, and Year 1 success criteria
• Coordinate cross-functionally with CS, AEs, Solution Architecture, and Delivery to ensure aligned execution
• Track progress across all active onboardings and maintain end-to-end visibility
• Provide clear, consistent reporting on progress, risks, and blockers to customers and Cutover's leadership 

Escalations & Communication

• Identify delivery risks, delays, or misalignment early across customers and Cutover teams
• Drive accountability with customers and Cutover teams to meet onboarding commitments
• Ensure blockers are clearly documented, owned, and resolved
• Lead timely escalations to the appropriate stakeholders when onboarding outcomes are at risk
• Facilitate clear, proactive communication to keep onboarding on track with customers 

Onboarding Policy & Continuous Improvement

• Own onboarding policies, playbooks, and standards at Cutover
• Continuously evaluate onboarding performance, effectiveness, and customer outcomes
• Identify recurring gaps or inefficiencies and drive improvement to onboarding processes 
• Raise onboarding maturity and consistency across teams 

Success Measures

• On-time, on-scope onboarding delivery
• Increase onboarding success 
• Improved customer readiness and adoption at handoff to between cross functional teams 
• Increased consistency and predictability across customer onboarding 
• Measurable improvements in onboarding efficiency and quality

What we’d like you to bring to the table…

• Strong program or project management background
• Experience managing multiple complex, cross-functional implementations
• Proven ability to drive accountability without direct authority
• Comfortable with executive-level communication and escalation 
• Process-oriented mindset with a passion for continuous improvement
• Previous tech operations experience

The good stuff…

• We're excited to offer Share Options as part of our compensation package.
• 20 days of PTO per year + public holidays, and we want you to take all of them!
• 3 volunteer days to use for any charitable/voluntary cause you would like.
• A top-tier private health insurance package.
• 401k contribution plan
• Work from home stipends
• A personal learning and development budget through Learnerbly. You’ll be supported in your quest for knowledge, whatever that looks like to you.
• If you’re thinking of starting or growing your family, then you’ll be in great company - more than half of our team are parents and we’ve built a globally consistent parental leave approach that we’re proud of.
• Employee Referral Scheme.
• Safeguarding the mental health of our teams is paramount for us. If you’d like to, then you’ll be able to avail yourself of multiple Cutover mental health initiatives, from fully subsidized therapy sessions to subscriptions to leading wellbeing platforms.

Target compensation package: $135,000-145,000 + bonus

The final offer may vary from the target compensation package, taking into consideration factors such as your experience level and skill set.  If we aren't aligned on salary at this stage, we’d still love to hear from you to better understand if there are more suitable opportunities at Cutover.

Diversity Statement - Empowering Our Teams

We encourage our team to bring their authentic selves to work, which we have found has strengthened workplace relationships and fostered a genuine sense of community.

If you are excited by this role, we invite you to apply! Even if your profile doesn’t check all the boxes, please don't simply scroll past! We recognize that talent lies everywhere and that some demographic groups are more likely to apply for a "stretch role" than others. We are always open to different perspectives and professional backgrounds to keep Cutover's culture evolving and to ensure that we never stop learning. 

Cutover is an Equal Opportunity Employer. Maintaining an equitable hiring process is imperative to our mission. All applicants are considered without regard to race, ethnicity, national origin, religion, sex, gender identity, sexual orientation, age, mental or physical disability, marital status, protected veteran or parental status.

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