Manager, Customer Onboarding Team (Healthcare SaaS)

ECP is a SaaS solution used by senior living communities to better care for their residents, used in more than 8,000 communities nationwide. The Customer Onboarding Manager will lead Customer Onboarding Specialists in delivering customer outcomes, accelerating speed-to-live for SMB and mid-market customers, identifying expansion opportunities, and bringing structure and accountability to the team. The role combines people development, operational excellence, customer experience, and revenue growth. ECP is a growing company with a start-up culture; headquarters is in Wisconsin, and fully remote candidates located in the U.S. who are willing to travel as needed are considered.

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 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; Partner with Sales and Customer Success to identify and capture expansion opportunities; Build and continuously improve onboarding processes, playbooks, workflows, and standards; 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; Monitor customer health throughout onboarding, identify risk early, and proactively intervene; Serve as an escalation point for complex or at-risk engagements; 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; 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; 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 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; Willing and able to travel 50% or more on average; Located in the United States

Nice to have

Direct OnRamp experience; Experience owning or improving a customer-facing platform or portal, including content, workflows, and customer experience