Customer Onboarding Manager

ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. Used in more than 8,000 communities nationwide, our mission is to build world-class software that improves quality of life for seniors and drives clinical, business, compliance, and operational performance for our customers. We’re looking for a Customer Onboarding Manager to lead our Customer Onboarding Specialists in delivering strong customer outcomes, accelerating speed-to-live for SMB and mid-market customers, identifying expansion opportunities, and bringing greater structure and accountability to how the team operates. This is a high-impact leadership role at the intersection of people development, operational excellence, customer experience, and revenue growth . Professional development is a core responsibility of this role. You’ll invest in each specialist through regular growth-focused 1:1s, individualized development plans, skill-building, mentorship, feedback, and stretch opportunities. A key priority is building a team where specialists independently own their projects and customer relationships, proactively identify risks, and know what is expected of them. You’ll coach toward that standard while being direct when expectations aren’t being met. Speed-to-live and speed-to-value are critical priorities. You’ll build and improve the processes, workflows, and team behaviors that help customers successfully go live faster, while establishing clear benchmarks and accountability. You’ll also partner with Sales and Customer Success to identify and capture upsell and expansion opportunities throughout onboarding. Beyond new customer onboarding, the team manages a broad portfolio of training engagements, including retrains, ownership transition retrains, new database builds, product add-on training, and new location training. You’ll bring consistent project management discipline to these engagements through clear timelines, milestones, communication, and accountability. ECP recently transitioned to OnRamp as our project management and customer-facing implementation platform. You’ll own the customer experience within OnRamp—not simply ensure the team uses it. You’ll build and refine content, templates, workflows, and reporting; identify opportunities to improve the customer journey; and partner with the OnRamp team when changes are needed. This is not a role for someone looking to maintain the status quo. We’re building our processes and operating model from the ground up and need a leader who is energized by ambiguity, brings structure and clarity, and is passionate about improving both the customer experience and the capabilities of their team. We’re looking for someone who brings solutions to leadership, takes ownership, and uses the latitude of the role to make meaningful improvements. You’ll also partner closely with the Enterprise Implementation Manager to ensure alignment when customer engagements span segments or require shared resources. ECP is a growing company with a start-up culture. The right candidate will be adaptable, results-oriented, and motivated by making a measurable impact on customers, revenue, and the team around them. Our headquarters is in Wisconsin, but we are open to fully remote candidates located in the U.S. who are willing to travel as needed for customer and internal team purposes. 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 escalat eor 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. What This Role Requires from You You’re comfortable with ambiguity and energized by the opportunity to build structure where it doesn’t yet exist. You’re a proactive problem-solver who brings recommendations and solutions to leadership rather than waiting for direction. You care deeply about the craft of implementation and have a point of view on what exceptional onboarding looks like. You’re an early adopter of tools and technology and are willing to become the team’s go-to expert on OnRamp. You look for ways to improve the tools and processes your team and customers use rather than simply working around what isn’t working. You’re genuinely energized by developing people and can point to specific examples of employees whose skills, ownership, or careers grew under your leadership. You’re comfortable having direct conversations when expectations aren’t being met and view accountability as part of developing people. You’re passionate about healthcare, particularly senior healthcare or care for individuals with intellectual and developmental disabilities. You’re willing and able to travel as needed, typically 50% or more on average . 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. Direct OnRamp experience is a strong plus. 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. Highly organized with the ability to prioritize competing workstreams and consistently follow through. #J-18808-Ljbffr