Onboarding Manager

Top Hat is seeking a highly organized, client-focused Onboarding Manager to own the client experience from signed contract through a complete handoff to the Account Manager. You’ll be the client’s primary point of contact during their first weeks with us, leading the introductory walkthrough, coordinating the field survey, building the home record, and briefing the Account Manager who takes it from there. This is a relationship-driven role for someone who runs a tight process and enjoys setting clients up for a great long-term experience.

Key Responsibilities:

• Own the onboarding experience end to end: signed contract through full Account Manager handoff, targeting three weeks and never exceeding four.

• Serve as the client’s sole point of contact during onboarding: send the welcome email and introduce both yourself and the assigned Account Manager.

• Lead the week-one introductory walkthrough: home layout, occupants, pets, access, existing vendors, preferences, and client context.

• Coordinate the field survey visit by week two; review the technicians’ photo sets for completeness and quality and chase down anything missing.

• Build and maintain the central home record systems, appliances, make/model/serial, panels, filters, access points, condition notes, and appliance warranty documentation.

• Produce the internal and client-facing home report and lead a detailed briefing with the Account Manager before handoff.

• Send the warm handoff email, transition ownership cleanly to the Account Manager, and identify ways to improve onboarding checklists, timelines, and data quality.

Requirements:

• 3+ years in client onboarding, account coordination, or client services.

• Experience in high-end residential services, property management, or luxury hospitality is a plus.

• Exceptional organization and follow-through; able to run multiple onboardings on parallel timelines without letting a step slip.

• Strong written and verbal communication, with the discipline to keep records, checklists, and handoffs accurate and on time.

• Proficient in Microsoft 365, Slack, Google Workspace; ConnectWise or similar service management software a plus.

• Comfortable working with high-net-worth clients and able to work onsite at client homes, job sites, or in office 5 days a week.

Salary: 140K - 150K DOE