Customer Onboarding Manager
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Customer Onboarding Manager leading onboarding, training, and expansion for ECP’s senior-living SaaS customers. Improving speed-to-live, OnRamp workflows, and team performance.
Responsibilities:
- Lead, coach, and develop a team of Customer Onboarding Specialists responsible for coordinating, training, and preparing customer databases for successful go-live
- Drive speed-to-live and speed-to-value by owning processes, timelines, workflows, and accountability structures for SMB and mid-market customers
- Apply project management discipline across onboarding and training engagements through plans, milestones, communication, risk management, and on-time delivery
- Oversee retrains, ownership transition retrains, new database builds, product add-on training, and new location training
- Build an expansion-minded team culture and identify upsell, cross-sell, and better-fit opportunities with Sales and Customer Success
- Build and improve onboarding processes, playbooks, workflows, and standards
- Define, track, and report metrics including time-to-live, SLAs, KPIs, CSAT, and upsell conversion
- Own the customer-facing OnRamp experience, including content, templates, workflows, milestones, and reporting
- Evaluate the OnRamp customer journey, identify friction points, test improvements, and partner with the OnRamp team on changes
- Ensure OnRamp is the team’s single source of truth and drive consistent adoption
- Monitor customer health, identify risks early, and intervene proactively
- Serve as an escalation point for complex or at-risk engagements
- Equip the team with tools, training, resources, and customized remote/onsite training packages
- Lead change management for new processes, tools, and workflows
- Partner with the Enterprise Implementation Manager and collaborate with Sales, Customer Success, Customer Support, Pharmacy, Compliance, and Product
- Hire and develop team members while fostering accountability, professional growth, and continuous improvement
- Develop product and industry expertise to serve customers and identify expansion opportunities
- Ensure compliance and security requirements, including HIPAA, are followed
Requirements:
- Bachelor’s degree
- 3+ years of experience managing or leading a customer-facing team
- 3+ years of experience in customer onboarding, implementation, or training, preferably in a SaaS environment
- Demonstrated success improving speed-to-live or time-to-value within an onboarding or implementation function
- Strong project management skills and experience managing multiple concurrent customer engagements
- Experience identifying and acting on upsell or expansion opportunities within the customer lifecycle, ideally in partnership with Sales or Customer Success
- Experience coaching a team to identify and act on expansion opportunities independently
- Demonstrated experience building processes and programs from scratch in a fast-paced or high-growth environment
- Proven track record of developing direct reports through structured 1:1s, development plans, coaching, and stretch assignments
- Demonstrated ability to coach individual contributors toward greater independence and ownership
- Strong people leadership skills with a genuine commitment to team development and performance
- Experience managing SMB and/or mid-market customers with an understanding of delivering quality and consistency at scale
- Proficiency with CRM and project management tools such as HubSpot, Salesforce, or similar; Direct OnRamp experience is a strong plus
- Experience owning or improving a customer-facing platform or portal, including content, workflows, and customer experience, is highly valued
- Experience applying change management principles to introduce and sustain new processes and tools
- Ability to monitor and interpret customer health indicators and proactively address risk
- Excellent communication skills, including coaching, direct feedback, customer expectation management, and cross-functional issue resolution
- Highly organized with the ability to prioritize competing workstreams and consistently follow through
- Willing and able to travel as needed, typically 50% or more on average
- Ensure team activities follow applicable compliance and security requirements, including HIPAA
Similar Jobs
Client Onboarding Specialist
Client Onboarding Specialist guiding veterinary clients through GeniusVets platform and website implementation. Managing onboarding projects, training, marketing systems, and client success.
Senior Planner, Training & Onboarding Manager
Senior planner enablement manager building onboarding, upskilling, and coaching programs. Supporting Facet’s holistic financial advice platform and planner development lifecycle.
Client Onboarding Consultant, Healthcare Revenue Cycle
Client onboarding consultant managing healthcare revenue-cycle implementations at Experian. Improving onboarding operations through automation, AI, and expert project guidance.
Financial Services Onboarding Specialist
Financial Services Onboarding Specialist guiding compliant provider, TPA, and employer onboarding. Supporting Nomi Health’s mission to simplify healthcare payments, banking, and operational data.
Mandarin Product Support, Onboarding Specialist
Mandarin product support specialist onboarding and supporting China-based customers. Conducting Mandarin training and coordinating product issue resolution with internal teams.
SaaS Onboarding Specialist
SaaS onboarding specialist guiding home-service professionals through Housecall Pro adoption. Supporting activation, product utilization, retention, and customer success.
Onboarding Specialist II
Onboarding Specialist II managing compliant employee onboarding for Modivcare’s home-care workforce. Completing documentation, audits, HR-platform updates, and bilingual English-Spanish new-hire support.
Onboarding Specialist
Onboarding Specialist helping Gymdesk’s fitness and wellness businesses migrate data, configure software, and train staff. Managing high-volume customer launches and feedback.
Onboarding Specialist
Implementation Manager onboarding restaurant customers through Slang AI’s conversational voice platform. Guiding setup, integrations, adoption, and early customer success.
Physician Liaison – Onboarding Manager
Physician operations manager supporting physician engagement, onboarding, and clinical innovation. Improving healthcare operations and patient care outcomes at SimonMed imaging.
Onboarding Specialist, Night Shift
Onboarding Specialist managing onboarding, background checks, and HR records for ISTA Solutions, an outsourcing/offshoring company. Supporting recruitment administration and candidate coordination on night shift.
Customer Onboarding Specialist
Customer Onboarding Specialist guiding gyms and wellness businesses through data migration, configuration, and training. Building scalable onboarding playbooks for a growing fitness software company.
Onboarding Manager – Help Partners Succeed
Onboarding Manager guiding German tree-care businesses through TREELAX ERP implementation. Providing remote training, ongoing support, and partner-success management.
Clinical Training & Onboarding Coordinator
Clinical Trainer onboarding Eleanor Health’s addiction-care teams on Athena and compliant clinical workflows. Designing SUD education, auditing competency, and coaching clinicians nationwide.
Trial Onboarding Specialist
Trial Onboarding Specialist guiding customers through AAC device education, insurance verification, and trial preparation. Supporting Lingraphica’s mission to improve communication and quality of life.
Contractor Onboarding Specialist
Contractor onboarding specialist expanding Budderfly’s network of approved contractors. Managing training, systems integration, pricing, and performance analysis for an energy-management company.
Manager – Client Onboarding, Implementation
Manager leading client onboarding and healthcare implementation operations at Liberty Dental Plan. Managing complex projects, implementation teams, operational readiness, and scalable process improvements.
Value Realization Manager, Customer Onboarding
Value Realization Manager helping Cencora customers adopt pharmaceutical solutions and achieve measurable outcomes. Guiding onboarding, tracking KPIs, and translating feedback into product improvements.
Client Accounting Onboarding Specialist
Client Accounting Onboarding Specialist modernizing accounting operations for growing businesses at Rehmann. Leading implementation projects, process improvements, technology enablement, and client transitions into long-term support models.
Onboarding Coordinator
Onboarding Coordinator supporting consultant onboarding, compliance, and screening for Oxford. Managing Form I-9 verification, service desk requests, records, and consultant communications remotely in Massachusetts.