# Manager, SMB Onboarding

**Company:** [Pearl](https://hotfix.jobs/companies/pearl)
**Location:** Remote
**Role:** Customer Success
**Experience:** 4+ years
**Skills:** HubSpot, Salesforce, Gainsight, Zendesk, Jira, CRM, KPI Tracking, Process Optimization, Performance Management, Data Analysis
**Posted:** 2026-06-05

> Lead and scale an SMB onboarding team at a dental AI company, driving faster time-to-value, reducing early churn, and managing Onboarding Specialists with data-driven accountability.

## Job Description

## Key Responsibilities

### Operational Leadership & Accountability
- Manage and develop a team of Onboarding Specialists, establishing a culture of high performance, clear accountability, and continuous improvement
- Conduct performance reviews, manage career development tracking, handle resource capacity planning, and own the hiring and scaling strategy for the team
- Partner closely with the Onboarding Team Lead to leverage their deep product expertise, aligning their technical guidance with operational and behavioral goals

### Metric & Process Ownership
- Analyze, optimize, and streamline the onboarding journey to significantly reduce implementation times and accelerate customer time-to-value
- Define and own the reversal metric from onboarding, identifying root causes for early churn or stalled implementations, and implementing preventive strategies
- Establish, track, and report on key performance indicators (KPIs) including throughput, customer health scores during onboarding, time-to-live, and team capacity

### Cross-Functional Collaboration
- Act as the strategic bridge between Onboarding and Product, Engineering, Sales, and Support to remove institutional blockers and advocate for tools that automate or simplify the deployment process

## Qualifications

### Experience
- 4+ years of experience in customer onboarding, implementation, or technical project management within a SaaS or healthcare technology environment
- 2+ years of direct people management experience, with a proven track record of managing teams to hit strict performance metrics and SLAs

### Skills & Mindset
- Strong analytical skills with experience building dashboards and leveraging data to isolate process bottlenecks and predict customer reversals
- Demonstrated success in refining messy or legacy processes, enforcing system compliance, and driving accountability across a remote team
- High proficiency with CRM and implementation tracking software (e.g., HubSpot, Salesforce, Gainsight, Zendesk, Jira)
- Exceptional leadership and communication skills, with the ability to balance strict accountability with empathetic coaching

## What We Offer
- Competitive benefit and compensation offerings
- Ongoing training and development opportunities
- Unaccrued, flexible PTO
- Remote work

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**Canonical:** https://hotfix.jobs/jobs/6a972dca-9932-4475-b2c8-71a6a57ac5ac