Senior Program Manager, Onboarding (m/w/d)

Job description

Why we need you Maltego is a tool used globally by industry experts, analysts, and law enforcement agencies to help protect and watch over their own infrastructure but also to keep guard on internet safety, reduce crime and catch bad guys. The Program Manager, Onboarding owns both delivery and governance within Maltego's customer onboarding program. You manage a portfolio of complex accounts from Sales handover to Customer Success handover, and simultaneously govern the playbooks, SOPs, and continuous improvement initiatives that allow the full onboarding team to deliver quality at scale. This role combines hands-on customer engagement with program-level leadership — you run accounts, and you design the systems others work within. What to expect Onboarding Delivery Manage a portfolio of complex, high-touch, and scale-touch accounts end-to-end, balancing delivery responsibilities with program governance work. Design and execute onboarding plans for accounts with advanced technical or organizational requirements. Deliver Customer Success handovers that consistently meet or exceed acceptance criteria, maintaining high CSAT across your portfolio. Use insights from account work to identify patterns and inform program improvement. Program Management Design the playbooks and SOPs for Scale-touch and High-touch onboarding, maintaining accuracy and ensuring they reflect current best practice. Lead continuous improvement initiatives: identifying inefficiencies, designing solutions, and driving rollout across the team. Coordinate with Scaled and Digital Onboarding Managers to ensure program consistency across all onboarding formats. Manage content accuracy as a program responsibility, working with Product to keep onboarding resources current after releases. Cross-Functional Collaboration Build credibility with stakeholders through consistent delivery and clear communication. Represent the program perspective in cross-functional meetings, contributing structured analysis and concrete recommendations. Surface patterns from onboarding delivery into cross-team discussions, ensuring program feedback reaches the right people. Customer Engagement Serve as the primary customer contact for assigned accounts throughout the onboarding engagement. Build trusted relationships with senior stakeholders and decision-makers. Facilitate complex discovery conversations that surface stra…