Onboarding Specialist

TechNET IT Recruitment Ltd; England; Remote; GBP 40,000; Full time

Job summary

Join an innovative healthcare technology firm as an Onboarding Success Manager, responsible for ensuring new clients transition smoothly to the company's software solutions. This pivotal role involves managing customer relationships, project milestones, and driving continual improvements in onboarding processes. The ideal candidate will have significant SaaS experience and excellent communication skills, playing a crucial role in fostering customer success.

Qualifications

• 3+ years’ experience in onboarding or project management roles.
• Strong track record in managing customer relationships.
• Project management certifications (PMP, PRINCE2) are beneficial.

Responsibilities

• Lead customer onboarding and ensure efficient transition post-sale.
• Develop and manage tailored onboarding success plans.
• Drive project management tasks to meet key milestones.

Skills

Customer Relationship Management

Project Management

Stakeholder Management

Change Management

Communication

Interpersonal Skills

Organizational Skills

Problem-Solving

Tools

Jira

Hubspot

LMS Platforms

MS Office

Slack

Slite

Job description

Job Title: Onboarding Success Manager (Permenant & FTC)

Location: UK (Remote/Hybrid options available)

Salary: £40,000

Company Overview:

We’re working with an innovative, fast-growing healthcare technology company that’s transforming how dental practices manage their operations. With a mission to streamline clinical and business workflows, they provide market-leading practice management solutions designed to improve patient care and simplify administration. The business is driven by collaboration, customer success, and continuous improvement—making it an exciting and rewarding place to build your career.

The Role:

We’re partnering with this forward-thinking SaaS business in search of an Onboarding Success Manager. This is a pivotal role responsible for ensuring new clients experience a seamless and efficient transition from sales to full adoption of the company’s software solutions.

As the central point of contact during the onboarding phase, you’ll lead customer relationships, coordinate internal teams, and ensure the delivery of a high-impact, value-driven experience that sets customers up for long-term success.

Key Responsibilities:

Customer Experience Ownership

• Engage with customers immediately post-sale to understand their goals and onboarding requirements
• Develop and manage tailored onboarding success plans
• Ensure delivery of all onboarding commitments and intervene when necessary to maintain momentum

Project Management

• Drive onboarding success plans, aligning internal stakeholders to meet key milestones
• Track progress against agreed timelines and adjust plans as needed
• Monitor completion of all onboarding tasks

Customer Engagement

• Serve as the single point of contact for new customers during onboarding
• Conduct regular update meetings with customers and internal teams
• Build strong customer relationships to capture feedback and drive improvements

Continuous Improvement

• Identify inefficiencies and help evolve onboarding processes
• Contribute insights to operational and product teams
• Support long-term enhancement of the onboarding journey

Collaboration

• Work cross-functionally with Sales, Customer Success, and Product teams
• Represent the voice of the customer internally
• Coordinate the transition of clients from onboarding to adoption and ongoing support

What They’re Looking For:

• 3+ years’ experience in onboarding, project management, or implementation roles within SaaS or tech environments
• Proven track record of managing customer relationships and delivering projects on time
• Strong stakeholder management and change management capabilities
• Familiarity with tools such as Jira, Hubspot, LMS platforms (or similar)
• Excellent communication and interpersonal skills
• Highly organized with strong attention to detail and the ability to manage multiple projects
• Strategic mindset with a problem-solving approach
• Proficiency with tools like MS Office, Slack, Slite
• Project management certifications (e.g., PMP, PRINCE2) are beneficial but not essential