Client Onboarding manager

We are looking for a proactive and commercially minded Customer Onboarding & GTM Specialist to own the onboarding journey for our new B2B SaaS and tech customers.

This isn’t your average admin or customer service position.

You will be the primary person responsible for the customer transition.

You will own the process end to end from the time a contract is signed through the Go-To-Market (GTM) handover.

You will work independently, but will collaborate with many internal and external stakeholders to deliver a smooth launch aligned to revenue.

Key Responsibilities

• End-to-End Onboarding: Own and coordinate the entire customer transition pipeline: Signed Contract → Kickoff → Ideal Customer Profile (ICP) Definition → Lead Generation Liason → Messaging → Campaign Preparation → Launch → Handover.
• Executive Engagement: Independently lead kickoff calls, strategic reviews, and ongoing meetings with international Founders, CEOs, VPs, Sales Leaders, Marketing Leaders, and RevOps professionals.
• Commercial Strategy: Connect the onboarding process directly to revenue outcomes. Proactively identify GTM gaps, ICP misalignments, sales-process bottlenecks, CRM issues, and any other challenges/problems.
• Opportunity Identification: Spot potential opportunities for additional services or upselling during the onboarding phase and communicate it internally to higher management.
• Stakeholder & Project Management: Juggle multiple customers, deadlines, and internal/external tasks simultaneously without letting details slip.
• Content Creation & Messaging: Write, draft, and refine campaign content and messaging strategies directly for the client, ensuring all materials perfectly align with their defined ICP and GTM goals.

Required Qualifications

• Experience: 2+ years in B2B SaaS, Technology, Customer Success, Implementation, RevOps, Account Management, or B2B Sales. (Note: Purely B2C customer service backgrounds will only be considered if paired with unusually strong commercial/GTM experience).
• Language: C1/C2 English proficiency. Exceptional spoken and written English is mandatory for communicating with our international client base.
• Customer-Facing Confidence: Must have past experience and total comfort leading meetings with senior executives and external stakeholders without requiring extensive supervision.
• Technical Aptitude: Hands-on experience utilizing modern CRM and SaaS tools.
• Location: Based in or currently living in the Balkans / Southeast Europe (Serbia, North Macedonia, Albania, Kosovo, Montenegro, Bosnia & Herzegovina, Bulgaria, Romania, Croatia, Greece). Work experience abroad is a real asset.

Who You Are

• You take extreme ownership: You take responsibility for outcomes, follow up without being reminded, identify problems proactively, and fix issues independently rather than waiting for instructions or passing the blame.
• You are commercially aware: You do not need to be a hardcore salesperson, but you deeply understand the intersection of sales, customer success, and revenue operations.
• You are highly adaptable: You handle ambiguity well, ask intelligent questions before jumping to solutions, and are comfortable saying, "I don't know, but I will find out."
• You are a process improver: You naturally look for ways to optimize and improve systems and processes rather than just following a checklist.
• You communicate effectively: You can break complicated ideas into simple terms and maintain high professional maturity when managing complex customer dynamics.