Manager, Customer Onboarding Team (Healthcare SaaS)

ECP provides SaaS software for senior living communities to improve resident care and operational performance. The Customer Onboarding Manager leads and develops Customer Onboarding Specialists, improves speed-to-live and speed-to-value, oversees onboarding and training engagements, manages the OnRamp customer experience, and drives expansion opportunities.

Responsibilities:

• Lead, coach, and develop a team of Customer Onboarding Specialists responsible for coordinating, training, and preparing customer databases for successful go-live
• Establish clear ownership expectations and develop specialists toward greater independence through 1:1s, individualized development plans, coaching, mentorship, and stretch opportunities
• Drive speed-to-live and speed-to-value by owning the processes, timelines, workflows, and accountability structures that help SMB and mid-market customers successfully go live as quickly as possible
• Apply strong project management discipline across onboarding and training engagements, including clear plans, milestones, proactive communication, risk management, and on-time delivery
• Oversee post-onboarding training engagements, including retrains, ownership transitions, new database builds, product add-ons, and new location training
• Build an expansion-minded team culture and coach specialists to identify upsell, cross-sell, and better-fit opportunities during the customer journey
• Partner with Sales and Customer Success to identify and capture expansion opportunities at the right point in the customer lifecycle
• Build and continuously improve onboarding processes, playbooks, workflows, and standards that enable the team to execute consistently and independently at scale
• Define, track, and report on key performance metrics, including time-to-live, SLAs, KPIs, CSAT, and upsell conversion
• Own the customer-facing OnRamp experience , including content, templates, workflows, milestone structures, and reporting
• Continuously evaluate the OnRamp customer journey, identify friction points, test improvements, and partner with the OnRamp team when changes are needed
• Ensure OnRamp is the team's single source of truth for customer engagements and drive consistent adoption across the team
• Monitor customer health throughout onboarding, identify risk early, and proactively intervene before issues escalate or become churn risks
• Serve as an escalation point for complex or at-risk engagements and help drive resolution while protecting the customer relationship
• Equip the team with the tools, training, and resources needed to succeed, including customized training packages for remote and onsite delivery
• Lead change management as new processes, tools, and workflows are introduced, ensuring consistent and lasting adoption
• Partner closely with the Enterprise Implementation Manager and collaborate cross-functionally with Sales, Customer Success, Customer Support, Pharmacy, Compliance, and Product
• Hire and develop team members while fostering a high-performance culture centered on accountability, professional growth, and continuous improvement
• Develop strong product and industry expertise to better serve customers and identify expansion opportunities
• Ensure team activities follow applicable compliance and security requirements, including HIPAA

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
• 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
• Located in the United States
• Direct OnRamp experience is a strong plus