Onboarding Manager

Description

Publisher Solutions Manager & Support Engineer

Appcharge is a leading direct-to-consumer platform for app publishers. We help publishers sell digital goods directly to their users bypassing traditional app store commissions and owning the full payment and commerce experience. The result: higher margins, better flexibility, and a more direct relationship with end users. Backed by $89M from leading investors and operators, we've grown 14x in the past year and now process over half a billion dollars annually. We're building the infrastructure that lets modern app businesses take back control of monetization - at scale.

About the Role

You'll own the post-sales onboarding journey for our publisher partners driving them through implementation from kickoff to launch - while also serving as a technical support point for live, in-production issues once publishers are launched. This role is focused on supporting our North America customers, with working hours aligned to North American time zones.

You'll work closely with Business Development, Product, Engineering, Account Management, and Customer Success to ensure onboarding runs smoothly and on schedule, and that live publishers get fast, expert support when things go wrong.

Responsibilities

Publisher Solutions Management (Onboarding & Project Management)

• Own the end-to-end onboarding project plan for publisher integrations — setting timelines, tracking milestones, and driving accountability across both the publisher and internal teams.
• Act as the primary point of contact for publishers throughout onboarding, running kickoff calls, status syncs, and check-ins to keep momentum and address blockers proactively.
• Coordinate across Business Development, Product, Engineering, and Account Management to ensure integration tasks (SDKs, APIs, payments, storefronts, analytics) are progressing and unblocked.
• Translate publisher needs and questions into clear requirements for internal technical teams, and translate technical constraints back into terms publishers can act on.
• Track onboarding status, risks, and blockers in internal tools (e.g. Monday), giving Account Management and leadership clear visibility at all times.
• Guide publishers through go-live readiness — coordinating staging/production validation and sign-off with internal technical teams.
• Partner with Account Management on post-launch expansion, helping publishers adopt additional features to maximize DTC revenue.
• Continuously improve onboarding playbooks, templates, and processes based on lessons learned from each publisher launch.

Support Engineering (Live Publisher Support)

• Provide support for internal and external stakeholders during and after onboarding, working across all support tiers to ensure top-tier service and minimal escalations to R&D.
• Troubleshoot and resolve technical issues across a range of environments, using logging/monitoring tools and best practices.
• Communicate directly with customers via email, Zendesk, and video calls.
• Build and manage customer-facing support resources, including FAQs and playbooks.
• Interface with engineering, product, and customer success teams to investigate and resolve complex issues.
• Monitor and prioritize incoming technical issues to ensure timely resolution, and lead critical customer escalations, including during on-call rotations.

Requirements

• 3+ years of experience in project management, solutions/implementation management, customer onboarding, or technical customer support in SaaS, gaming, payments, or ad tech.
• Proven track record driving multi-stakeholder projects to completion, on time, with excellent organizational and follow-through skills.
• Excellent verbal and written communication skills — able to manage customer relationships confidently and translate between commercial, product, and technical teams.
• Comfortable working with technical concepts (APIs, SDKs, webhooks) at a working-knowledge level — enough to coordinate and ask the right questions, without needing to write or debug code.
• Hands-on familiarity with support/monitoring tools (e.g. Zendesk, New Relic, Coralogix, Datadog) is a plus, but not required.
• Highly autonomous, organized, and comfortable working in a fast-moving startup environment.
• Willingness to participate in an on-call rotation for critical incidents.
• Experience with SaaS or SDK-based platforms — advantage.
• Bachelor's degree - advantage.