You own the customer from the moment the contract is signed to the moment their loyalty program is verifiably live and handed to a Customer Success Manager. That means you run the project, you design the program with the client, and when the loyalty widget does not render or the webhook does not fire, you are the one who figures out why before anyone escalates.
This is deliberately a hybrid role. Roughly 60% technical project management, 25% front-end and integration deployment, 15% consultative program design. A pure project coordinator will not survive it, because the hard parts of our launches are technical. A pure engineer will not enjoy it, because the job is won and lost in client conversations. We are looking for the person in the middle: someone who can hold a difficult conversation with an enterprise stakeholder in the morning and open the browser console to reproduce their authentication bug in the afternoon.
What you will own
1. The plan of record
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Own 8 to 12 concurrent onboarding projects through our milestone model: Project Kickoff → M1 Program Design & Planning → M2 Implementation → M3 UAT & Delivery → Launch → CSM handoff.
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Build and maintain a real dated plan for every account in monday.com from our project template, cascade dependent dates when reality moves, and keep planned-versus-actual honest.
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Know the critical path on every account you own. When a launch slips, you can name the cause, the owner and the new date the same day, not a week later.
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Run the launch-readiness gate against the Master Launch Checklist and refuse to declare a launch that is not actually ready, including when the pressure to declare it comes from inside TrueLoyal.
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Improve forecast accuracy over time: the gap between the launch date we commit at kickoff and the date we actually go live is one of the numbers this role is measured on.
2. Technical implementation and deployment
You will not be writing production code in our platform. You will be the person who makes our platform work on the customer's stack. Concretely, and on a normal week:
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Guide clients through placing and configuring our JavaScript integration on their storefront, including init payloads, correct placement, and authentication modes such as JWT and checksum.
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Diagnose why the end-user dashboard is not loading or a member is not authenticating: browser dev tools, console errors, CORS failures, tag-manager interference, theme conflicts, CSS and locale or currency parsing issues.
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Configure and validate integrations across eCommerce and martech stacks. Our live projects currently touch Shopify, Netsuite, Magento, BigCommerce, Clover, Klaviyo, Mailchimp, Emarsys, Ometria, Piano, Zapier and client-side POS and ERP systems.
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Validate purchase tracking and webhook flows end to end, and understand the difference between server-to-server point awarding and client-to-server dashboard calls well enough to tell a client which one is broken.
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Run member data migrations: file format definition, field mapping, deduplication, staged test loads, then production.
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Manage environments: staging configuration, staging-to-production cloning, admin training, and pre-launch security and compliance items.
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Write reproducible engineering tickets. When something is genuinely a platform defect, you isolate it, document the reproduction steps and the payloads, and hand Engineering something they can act on without a discovery call.
You will have Engineering, Solutions Architecture and Technical Support behind you and you are expected to use them. What we need is that you are never stuck, and that you can explain to a customer what was changed on their account and why, in their language, without a developer in the room.
3. The customer relationship, including the hard parts
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Be the client's single point of accountability through launch, from their marketing lead to their CTO.
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Run program design: intake questionnaire, sales and transaction data analysis, and a program design recommendation you can defend commercially and technically.
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Say no well. A significant part of this job is telling a customer that what they have asked for is not something the platform does, and then immediately putting two workable alternatives on the table. We need someone who protects scope without damaging the relationship, and who escalates a genuine capability gap early rather than quietly absorbing it into the timeline.
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Handle escalations and bad news directly: missed dates, unresolved defects, security findings, client-side blockers. Clear, factual, no over-promising.
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Drive client-side accountability. Most of our launches slip because the customer did not complete their side. Chasing that, politely and relentlessly, is the job.
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Hand off cleanly to the CSM with a documented account, a working program and a client who trusts us.
4. Reporting and communication
Onboarding is the most visible reporting surface in Customer Success. Leadership, Sales, Product and Engineering all read what this team publishes, so the writing matters as much as the work.
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Produce a weekly per-account status: milestone, expected launch date, movement since last week, issues and delays with attribution. This feeds our internal onboarding summary and the executive weekly business review.
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Send weekly client-facing progress updates, written by you, that do not need editing before they go out.
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Report on the numbers, not just the narrative: days in each milestone, launch-date changes, readiness scores, forecast accuracy, open blockers by owner.
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Keep the systems of record trustworthy. If monday.com and Salesforce do not reflect reality, the report is fiction, and someone downstream makes a bad decision with it.
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Flag risk early and in writing. We would much rather hear about a problem in week two than about a missed date in week nine.
5. Process and scale
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Improve the onboarding playbook you inherit: kickoff and pre-launch checklists, program design templates, support documentation, UAT scripts.
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Automate what repeats. This team already runs meaningful parts of its reporting and project setup through AI tooling and monday.com automations, and we expect you to extend that rather than do it by hand.
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Feed patterns back into Product. You will see the same integration gap across five clients before anyone else does.
What success looks like
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First 30 days: you have taken over a live book of accounts, every one has a current dated plan, and you have run your first client status calls and written your first weekly updates unaided.
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First 90 days: you have launched at least two programs, you are diagnosing integration issues yourself before escalating, and your accounts' launch dates are trusted internally.
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First 180 days: your on-time launch rate against first committed dates is improving, your forecast accuracy is measurable, and you have shipped at least one durable improvement to the onboarding process itself.
