Customer Onboarding Manager
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Job Description
Customer Onboarding Manager at Practice Better focused on 1:1 onboarding for new customers. Guiding through setup, workflows, and best practices while ensuring success from day one.
Responsibilities:
- Own end-to-end 1:1 onboarding for new customers, guiding them through setup, configuration, and early workflows tailored to their goals
- Partner with customers to help them reach early time-to-value, ensuring they understand core features and best practices
- Manage a book of onboarding customers, balancing personalized guidance with efficiency and consistency
- Occasionally support 1:many onboarding programs, such as live group sessions, webinars, or office hours, during periods of high volume or coverage needs
- Collaborate with Customer Success, Support, and Sales to ensure a smooth handoff and aligned customer experience
- Identify common onboarding challenges and surface insights to improve onboarding materials, processes, and customer education
- Contribute to onboarding documentation, templates, and resources to improve consistency and scalability
- Track onboarding progress and outcomes, ensuring customers complete onboarding milestones and are set up for success
Requirements:
- 3-5 years of experience in Customer Support, Customer Onboarding, Customer Success, Implementation, or a similar customer-facing role in a SaaS or PLG environment
- Strong facilitation and communication skills; you’re comfortable leading 1:1 sessions and occasionally presenting to small groups
- Customer-centric mindset with the ability to translate customer goals into clear onboarding plans
- Organized and detail-oriented; you can manage multiple onboarding engagements simultaneously
- Comfortable working within defined processes while also contributing ideas to improve them
- Clear, empathetic communicator who can adapt to different customer needs and learning styles
- Comfortable learning and using modern CS tools (e.g., HubSpot, Notion, Fathom, Customer Success platforms, etc.)
Benefits:
- Comprehensive Benefits
- Unlimited vacation
- Company RRSP program with employer-matched contributions
- $750 annual Health & Wellness Allowance
- $1,000 annual Learning & Development Allowance
- $500 annual Home Office Allowance
- Sprout Family: personalized support for family-building and fertility journeys
- Inkblot: confidential, digital mental health support from licensed professionals
- Regular virtual company-wide events, lunches, and team socials to stay connected
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