Manager, Customer Onboarding

Job Title: Manager, Customer Onboarding
Location: Remote, US
Department: Sales
Type: Full-Time
Experience: Senior 5+ years
Salary Range: $93,000 - $120,000 (+Bonus, Equity, & Benefits)
Core Hours: 9 AM - 1 PM PST / 12 - 4 PM EST

About tvScientific

tvScientific is the first and only CTV advertising platform purpose-built for performance marketers. We leverage massive data and cutting-edge science to automate and optimize TV advertising to drive business outcomes. Our solution combines media buying, optimization, measurement, and attribution in one, efficient platform. Our platform is built by industry leaders with a long history in programmatic advertising, digital media, and ad verification who have now purpose-built a CTV performance platform advertisers can trust to grow their business.

Role Summary

We’re seeking an experienced leader to drive our client onboarding team and strategy to ensure seamless integration experiences that lay the foundation for customer success on the tvScientific platform.  

Day to day, you’ll collaborate closely with other departments to coordinate resources (technical, creative, legal, finance), drive process adoption and completion, and address logistical needs in order to minimize the time to value for customers and tvScientific.  

The role combines strategic leadership with hands-on customer management, requiring deep understanding of digital advertising, CTV ecosystems, and technical implementation processes.  

What You'll Do

• Lead communication with various stakeholders and departments, including Sales, Tech Ops, Account Management, and AdOps, while holding all parties accountable to meet deadlines.
• Establish performance metrics, KPIs, and success criteria for onboarding processes.
• Conduct regular team meetings, performance reviews, and professional development planning.
• Design and optimize end to end onboarding workflows, and standardized quality assurance processes for new customers going live on the platform.
• Create and maintain onboarding documentation, playbooks, and best practices.
• Manage escalations and ensure timely resolution of onboarding challenges. 
• Schedule and coordinate onboarding activities, providing guidance and support throughout the completion of finance, legal, creative, and integration requirements.

How We'll Define Success

• Smooth Onboarding Process: Achieve a high rate of successful and timely onboarding for new accounts, with minimal issues or delays.
• Stakeholder Coordination: Effectively cross-functional as well as external coordination, ensuring all parties meet deadlines and deliverables.
• Communication Efficiency: Maintain clear and effective communication with new prospects, addressing their questions and concerns promptly and professionally.
• Compliance Adherence: Ensure all legal, financial, creative, and technical onboarding requirements are met, with complete and accurate documentation.
• Client Satisfaction: Facilitate a positive onboarding experience for new prospects, leading to high satisfaction rates and successful integration into the tvS platform.
• Process Improvement: Identify and implement improvements to the onboarding process, creating a more efficient and welcoming experience for new accounts.
• Strategic Vision: Develop a deep understanding of where the business is headed, and a flexible approach to onboarding that allows you to meet the evolving needs of the company.  

You’ll Be Successful in This Role if You Have/Are

• Deep familiarity within the CTV and digital advertising landscape.
• Experience with project management tools and CRM systems (Asana, Google, Jira, Salesforce).
• Proven ability to build, lead, and scale high-performing teams.
• Experience establishing processes and operational frameworks in fast-paced environments.
• Track record of improving team efficiency and a data driven approach to measuring client satisfaction metrics.
• Excellent presentation and communication skills with ability to explain complex technical concepts. 
• Strong problem-solving abilities and customer service orientation.  
• Ability to manage multiple priorities and projects simultaneously. 
• Comfortable working with C-level executives and senior stakeholders.
• Knowledge of various tracking integrations (pixels, postbacks and MMPs).

You May Also Have

• Understanding of the programmatic ecosystem and advertising exchanges.
• Knowledge around measurement and attribution in the digital media space.  
• Experience within affiliate marketing with ability to confidently navigate major affiliate networks.
• MBA or advanced degree in Business, Marketing, or related field.
• Experience with CTV platforms and their advertising ecosystems.
• Background in SaaS or technology platform implementations.
• Previous experience in adtech startups or high-growth companies.

Culture and Benefits

At tvScientific we believe people do their best work when they feel challenged and engaged by their day to day responsibilities, when they’re surrounded by smart, hard working people, and when they have a healthy work life balance. Our company culture and benefits package reflects these beliefs.

• Full health, dental, and vision insurance - up to 95% funded by the company for employees.
• Employee stock option program.
• Company-sponsored retirement plan with a matching contribution program.
• 12 annual paid holidays (including 2 flexible days).
• Generous PTO policy (get your work done and take the time you need).
• A remote-first environment that allows employees flexibility to work from most places in the US.

As tvScientists We Are...

• Big Thinkers: We believe in setting audacious goals and envisioning transformative change.
• Radically Transparent: We value transparency in all aspects of our business. We foster a culture of open communication, honesty, and accountability.
• Performance-obsessed: We are passionate about achieving exceptional results. We strive for excellence in everything we do and set high standards for ourselves.
• Data-driven: We embrace the power of data, science, and technology as crucial drivers of our success.
• Trust Builders: We prioritize building and nurturing trust with our stakeholders. We understand that trust is the foundation of successful relationships and business partnerships. Through our actions, integrity, and commitment to delivering on promises.
• Forever Students: Challenge assumptions to look for solutions. We create a safe environment for experiments and risk-taking by our customers and employees.

tvScientific is committed to building an inclusive environment for people of all backgrounds and everyone is encouraged to apply. tvScientific is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.