Onboarding Manager

TL;DR: We’re seeking a hands-on, detail-oriented Onboarding Manager to own the end-to-end customer onboarding journey for our enterprise customers, from kickoff through to closure and BAU. You’ll set each customer up for success, bringing the rigour and control they need to get the full benefit of Cloudsmith. You’ll be comfortable running multiple onboardings in parallel, working with stakeholders on both sides, clearing blockers before they slow things down and becoming the trusted advisor customers rely on.

The Role

As an Onboarding Manager, you’ll be responsible for leading the technical onboarding and rollout of Cloudsmith for enterprise customers. You will work closely with stakeholders across customer organisations to define technical architecture, manage project deliverables, and ensure successful deployments. Your primary focus will be on facilitating the end-to-end implementation process, coordinating between multiple internal teams (such as customer success, support, product, and engineering) and client teams to deliver results on time and in scope.

You’ll define customer success by ensuring that the software solutions are aligned with customer objectives and helping them derive maximum value from the platform. This role requires managing complex enterprise environments, optimising deployment processes, and building trust with all stakeholders to achieve continuous adoption and long-term success.

About Cloudsmith

Cloudsmith is the world’s most powerful artifact management platform. Software organizations of all sizes rely on Cloudsmith to control and secure their software supply chains. Cloudsmith allows customers to manage curated private repositories that proxy public open-source software registries. Developers use these repositories as their trusted source for build artifacts. We support over 30 formats, including the most popular languages, package managers, operating systems, and AI and container protocols.

We’re aimed at the enterprise, with built-in comprehensive security and advanced features for policy enforcement, integrations, and observability. Customers consider Cloudsmith critical infrastructure, a central part of their software build chain.

Cloudsmith is built by developers, for developers. We treasure the developer experience. The Tao of Cloudsmith expresses the values we live by every day. This is a special company, and now is a great time to join us.

Key Responsibilities

• Own the onboarding and rollout process for new enterprise customers, ensuring timely delivery and successful implementation of the Cloudsmith platform across their organisations.
• Define and document technical architecture tailored to customer requirements, addressing their software supply chain needs and security goals.
• Coordinate project management activities, aligning customer and internal teams, setting expectations, and ensuring deliverables meet business objectives.
• Lead stakeholder communication across enterprise customer teams, including platform engineers, DevOps, and security professionals, ensuring all are aligned with the deployment roadmap.
• Monitor and manage project timelines and deliverables, providing status reports and proactively addressing risks to ensure smooth rollout.
• Build and maintain strong relationships with key customer stakeholders and act as their trusted technical advisor.
• Collaborate closely with internal product, engineering, and support teams to ensure customer needs are addressed, and drive product improvements based on customer feedback.
• Troubleshoot and resolve technical issues that arise during the deployment process, ensuring minimal downtime and disruption.

Required Experience, Qualities & Skills

• Proven experience in a Customer Success, Solutions Architecture, or Technical Account Management role, with a focus on onboarding and managing enterprise customers.
• Strong project management skills, with experience managing deliverables across large-scale deployments in a complex enterprise environment.
• Extensive experience with cloud-based platforms, DevOps tools, and enterprise-scale software rollouts.
• Deep technical understanding of software products, including experience defining system architectures and guiding technical discussions.
• Excellent communication skills, capable of navigating both technical and non-technical conversations with stakeholders at all levels.
• Proactive problem solver, with the ability to anticipate issues and address them before they impact project success.
• Willingness to travel as needed to meet with enterprise customers and stakeholders in person.

Benefits, Location & Work Environment

Note: You must be based in the UK or Ireland and have the right to work independently without requiring sponsorship

About Equal Opportunity

Cloudsmith is an equal opportunity employer, proud to nurture a diverse workplace that welcomes applications from individuals of all races, genders, and ethnic groups. We do not discriminate based on age, religion, sexual orientation, citizenship status, military service, or health conditions. We will not tolerate discrimination of any kind within our workforce.

In short, you are:

• Highly skilled
• Creative
• Hands-on
• Adaptable
• Detail-oriented
• Self-starter

Cultural Values We're Looking For

• Collective Ownership: You own each onboarding from kickoff to BAU, but you get there by working with the team, not around it.
• Honesty and Transparency: You’re an advisor with an opinion. You tell customers what good looks like and keep everyone clear on where things stand.
• Customer Collaboration: You care about your customers’ success, understand their priorities, and make sure they get the full benefit of Cloudsmith.
• Sustainable Pace: You stay calm and understand the real problem before acting, bringing rigour instead of artificial urgency

Growth & Development

You will have an enormous scope to learn new skills alongside your colleagues, and your continued professional development is essential to us because it's important to you. We will support you with budgets for equipment, training, books, conferences, travel, and certifications. The more powerful you become, the better for all of us.

Headlines

• A highly competitive compensation package, including pre-IPO equity.
• Comprehensive private healthcare plans.
• Generous annual leave and flexible working practices to suit your lifestyle.
• A professional development budget for conferences and training.
• Regular (monthly-ish)travel may be required for team meetings.
• Regular (quarterly-ish) travel may also be required for events and customers.

Health and Wellness

Regardless of your location, we deeply care about the health and wellness of our staff and their families; a sustainable pace is important to us. In addition to generous annual leave (PTO), we offer health and well-being benefits and flexible, family-friendly work policies.

Personal Growth

You will have an enormous opportunity to learn new skills alongside your colleagues, and your continued professional development is essential to us because it's important to you. We will support you with budgets for equipment, training, books, conferences, travel, and certifications. The more powerful you become, the better for all of us.

Facilities

Cloudsmith is headquartered in Belfast, Northern Ireland, with fully-equipped office space that’s open 24/7. We use our H.Q. regularly for activities like working sessions, team planning, meet-and-greets, and sometimes other group activities. We also hold company off-sites in Belfast twice a year, featuring guest speakers and team activities. Many Cloudsmithers work remotely, so we rely on our online collaboration tools; Slack, Google Docs, Linear, and other popular collaboration tools are how we work.

The Final Word

We’re looking for someone who can balance rigour with pragmatism and ownership with collaboration. You’ll have experience managing complex technical projects and programmes for enterprise customers, and you’ll know how to drive progress while advising customers on the best path forward. We’re critical infrastructure built by developers for developers, building the world’s software supply chain platform and ecosystem. If you’re excited to shape how the world’s leading engineering teams secure their software supply chain, with a lasting impact on the software industry from today until IPO and beyond, we want to hear from you.