Customer Onboarding Manager II - Reporting and Forms Specialist

Casebook PBC is committed to empowering community well-being through innovative SaaS solutions in human services. They are seeking a proactive Customer Onboarding Manager II to lead new customers through their initial engagement with the platform, ensuring they achieve measurable outcomes and success with reporting and form configuration.

Responsibilities:

• Work with all newly launched customers during a dedicated post-launch engagement window to help populate, configure, and teach reporting within the Casebook platform, turning raw data into meaningful insights as early as possible
• Work with some newly onboarding customers to develop strategic, complex forms, as needed
• Partner with existing customers to continuously surface value through data so customers get the most out of Casebook
• Work with some existing customers to develop strategic, complex forms, as needed
• You will be a trusted advisor and hands-on specialist, helping customers move from platform launch to data-driven decision-making. Your work directly enables customers to demonstrate impact to funders, leadership, and the communities they serve
• Partner with all newly launched or onboarding customers during a structured, time-boxed post-launch engagement focused exclusively on reporting and form configuration
• Guide customers through initial report setup, including identifying key metrics, configuring standard and custom reports, and validating data accuracy
• Teach customers how to use reporting tools effectively so they can self-serve and grow independently
• Ensure customers achieve a meaningful ‘reporting win’; a clear, actionable insight from their own data, within the engagement window
• Document report configurations and handoff findings to the Customer Success Manager (CSM) for continuity
• Proactively engage current customers to revisit, refresh, and expand their use of reporting as their programs evolve
• Identify opportunities where customers are underutilizing reporting features and develop targeted sessions to address gaps
• Help customers build reports that support grant reporting, program evaluation, leadership dashboards, and compliance needs
• Collaborate with CSMs to prioritize which customers would benefit most from a reporting touchpoint and coordinate outreach
• Serve as an internal subject matter expert on Casebook’s reporting and form capabilities, providing guidance to CSMs, Sales, and Support
• Partner with the Product team to surface common customer reporting challenges and advocate for platform improvements
• Contribute to the development of reporting templates, playbooks, and training resources that scale the team’s impact
• Track engagement outcomes and report on the impact of reporting sessions on customer health and retention metrics
• Manage a rotating queue of post-launch reporting engagements for all new customers within defined time windows
• Conduct 1:1 and small-group reporting workshops tailored to each customer’s program type and data needs
• Audit existing customer report libraries to identify gaps and opportunities for deeper adoption
• Build and maintain a library of standard report templates and configuration guides
• Track engagement metrics, session outcomes, and reporting milestones in the CRM
• Identify and pursue customer advocacy opportunities (case studies, testimonials) tied to reporting success stories
• Define measurable success criteria and track progress throughout onboarding and initial adoption
• Ensure customers are trained, adopting key workflows, and achieving desired outcomes
• Collaborate closely with Sales, RevOps, Marketing, Product, and Support to continually improve the onboarding journey
• Equip customers with the tools and support they need to get their entire team up and running successfully
• Document progress and ensure a seamless handoff to the CSM

Requirements:

• 2+ years of experience utilizing Casebook or Reveal
• 3+ years in SaaS onboarding, implementation, customer success, or a reporting/analytics-focused customer-facing role
• Demonstrated experience configuring, teaching, or consulting on reporting or data tools within a B2B SaaS platform
• Strong ability to translate raw data concepts into practical, meaningful insights for non-technical users
• Experience managing multiple concurrent customer engagements with strong organizational and prioritization skills
• Excellent communication skills; able to simplify complex reporting concepts for varied audiences
• Understanding of the operations, terminology, and reporting needs of human services organizations (ex: case counts, outcome tracking, grant compliance)
• Background in human services, nonprofit, or government organizations, particularly in program reporting or evaluation roles
• Experience with platforms such as HubSpot, ChurnZero, Gainsight, Salesforce, or similar CRM/CS tools
• Familiarity with BI or reporting tools (e.g., Tableau, Power BI, Looker), even as an end user