Manager, SMB Onboarding

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