Customer Onboarding Senior Lead

We are PMG

Named Ad Age Best Places to Work for 10 years in a row and Fast Company Best Workplaces for Innovators since 2022 PMG is a global independent marketing services and technology company that seeks to inspire people and brands that anything is possible. Driven by shared success PMG leverages business strategy and transformation creative media and insightsas well as its proprietary operating system Allito deliver cutting-edge digital solutions and innovative media strategies.

Our team comprises over 900 employees globally and our work for ambitious brands like Apple Nike Sephora Experian Therabody Best Western Hotels & Resorts Creed Fragrances BNY Intuit CKE Restaurants Travelex and Whole Foods spans 85 countries.

At PMG creating meaningful connections doesnt start with a campaignit starts with how we welcome our customers. As aSenior Lead on the Customer Onboarding team youll own the end-to-end onboarding experience for new clients ensuring a smooth strategic and high-impact start to every engagement.

This role is both strategic and hands-on. Youll lead cross-functional teams guide technical implementations and drive alignment across stakeholders to set the foundation for long-term client satisfaction and success. From crafting onboarding plans to refining internal playbooks youll be at the center of operational excellence and client enablement at PMG.

What Youll Be Doing

Customer Success & Strategic Enablement

• Own the onboarding experience for new PMG clients driving early momentum and long-term satisfaction
• Lead onboarding conversations with senior client stakeholders to establish best practices strategic alignment and clear success metrics
• Drive adoption of PMGs Center of Excellence (COE) methodologies tailoring onboarding plans to each clients business model maturity and platform needs
• Monitor and improve client onboarding sentiment through NPS and post-handoff feedback using insights to iterate and elevate the experience

Risk Mitigation & Program Oversight

• Act as the primary escalation point for onboarding-related risks coordinating across teams to develop proactive mitigation strategies
• Track key onboarding health indicators such as media pacing budget accuracy tracking implementation and data integrity
• Build and maintain onboarding playbooks to drive consistency predictability and repeatable success across client engagements

Cross-Functional Leadership & Change Management

• Lead cross-functional teamsincluding Customer Operations Business Ops Tech and Accountingto deliver onboarding initiatives with precision and impact
• Represent the onboarding function in staffing and resourcing conversations for new clients and expansions
• Collaborate with platform teams and PMG leadership to evolve onboarding processes in step with product enhancements and business priorities

Technical Program Leadership

• Oversee complex technical onboarding workflows including MarTech integrations (Alli) billing setup taxonomy implementation and tagging strategy
• Identify potential roadblocks early and partner with experts across Product Data and Engineering to create scalable future-ready solutions
• Serve as a subject-matter expert on onboarding tools and automation systems helping implement new solutions that drive efficiency and quality

Client Communication & Experience Management

• Set clear onboarding expectations with client stakeholders and internal teams from day one
• Create and deliver onboarding materials including strategic plans workflow documentation and stakeholder guides
• Maintain strong internal feedback loops with Client Strategy Product and Solutions teams to refine and optimize the onboarding lifecycle

Team Mentorship & Process Elevation

• Coach and mentor junior team members helping build onboarding skills and PMG knowledge across the team
• Identify patterns across engagements and propose improvements that elevate process efficiency internal alignment and client experience
• Lead internal retrospectives and contribute to team-level OKRs and strategic initiatives

What You Will Bring

• 57 years of experience in customer onboarding client success or program managementpreferably within a media MarTech or SaaS organization
• Proven success leading high-impact onboarding initiatives with enterprise clients and complex technical requirements
• Exceptional communicator with the ability to build trust and clarity with senior stakeholders
• Advanced understanding of digital media operations analytics tracking frameworks and platform implementation
• Highly organized and capable of managing multiple projects timelines and stakeholders simultaneously
• A systems thinker who can balance short-term execution with long-term process improvement and scalability
• A collaborative solutions-oriented mindset and a passion for building meaningful client relationships

What We Offer

• Professional Development: Take advantage of our learning and development programs mentorship opportunities and career advancement support.
  
  
• Generous Time Off: Enjoy generous paid time off and holiday allowances to recharge and spend time with loved ones.
  
  
• Parental Leave: We provide paid parental leave to support your family during important life events.
  
  
• Retirement & Pension Plans: Plan for your future with competitive retirement or pension programs including contribution matching.
  
  
• Fertility and Family Support: Access fertility benefits for all team members and their spouses.
  
  
• Healthcare: Coverage and support for everyday medical expenses and routine care tailored by geography.
  
  
• Pet Insurance: Protect your pets health and your finances.
  
  
• Lifestyle Spending Accounts: Enjoy 100% company-funded accounts to promote healthy habits and well-being.
  
  
• Commuter Benefits: Access support for travel and commuting needs where available.
  
  
• Annual Bonus: All employees are eligible for an annual bonus.
  
  
• Volunteering Opportunities: Receive 8 give-back hours to volunteer in your local communities.
  
  
• AI Enterprise License: Access AI Enterprise accounts and participate in weekly AI training sessions to empower and ensure AI safety.
  
  

Benefits vary by country location and geography to reflect local laws norms and expectations.

What Sets Us Apart

Being part of PMG means joining a company culture thats unmatched in digital. Were dedicated to working hard to serve our employees and clients delivering value results and innovationwhich often requires true grit and agility. We believe in taking care of ourselves and each other to continuously improve in every way.

In alignment with our core values to be inclusive and always change for the better PMG is committed to creating a more diverse and inclusive culture and we are proud to be an equal opportunity employer. We believe that we only change for the better by bringing diverse perspectives to our company. PMG recruits employs trains compensates and promotes regardless of race color religion gender gender identity or expression sexual orientation national origin genetics disability age or veteran status.