Onboarding Success Manager (SaaS)

Henry Schein One group; United Kingdom; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A tech company in the UK is seeking an Onboarding Success Manager to enhance customer onboarding experiences for their practice management products. The role focuses on ensuring seamless transitions from sale through to product adoption by managing expectations and fostering customer relationships. Ideal candidates will have 3+ years in project management, excellent communication skills, and familiarity with tools like Jira and Hubspot.

Qualifications

• 3+ years experience in project management or customer onboarding in a tech environment.
• Demonstrated success in managing customer relationships.
• Strong organizational skills with attention to detail.

Responsibilities

• Own the onboarding customer experience and manage expectations.
• Deliver the onboarding success plan by ensuring milestones are achieved.
• Keep customers engaged through proactive communication and relationship management.

Skills

Project Management

Customer Onboarding

Interpersonal Skills

Communication

Problem-solving

Education

Project Management Certification (PMP, PRINCE2)

Tools

Jira

Hubspot

LMS platforms

Job description

About Us

At Henry Schein One UK, we are a tech company with a mission to redefine dental care, creating a future where personalised, AI-driven treatment and intelligent practice management come together to enhance patient care and build a thriving dental practice.
We’re innovators, relentless in our pursuit of customer success and constantly pushing the boundaries of the possible to create world-class SaaS products.

Culture matters to us. Celebrated as one of the ‘Sunday Times UK's Best Places to Work’ companies, our culture as an inclusive and forward-thinking company means we are committed to creating an environment that values diversity and flexibility and promotes equal opportunities for everyone.

What We Do

Tech for good.Our global SaaS product Dentally, solves real-world problems for millions of people globally. Clinical;AI‑powered diagnostics and note-taking,giving dentistsan extra set of expert eyes on every x‑ray, further detecting subtle signs across conditions and boosting clinical accuracy in seconds.Practice Management- Automating everything, ensuring dental practices get admin done quicker! Payments, Workflows & Patient Management, 3rd Party Integration, Reporting and StaffInstant Messaging.Patient Experience-Adigital-first experience that empowers patients to manage appointments, complete medical forms, and make payments -all from their own device.No moreold-schoolphone calls and paper forms.

Culture

We are problem solvers, not ticket takers.
We champion creative problem-solving and value autonomy, trust, and impactful outcomes over rigid processes.

At our core is the customer. Every solution we deliver is crafted with customer success in mind, building relationships that go beyond transactions and ensuring that as team members, we all prioritise customer success in every aspect of our work. We build software that delivers value for our users and resist the urge to over-engineer our solutions. We let our users and the data tell us where we go next

How You'll Make An Impact

As an Onboarding Success Manager you are accountable for delivering an effortless onboarding experience for new customers, ensuring a seamless transition from sale through to adoption of our practice management products.

This is a pivotal role that sets-up our customers for long-term success through clear expectation management, detailed project management, effective communication, and ongoing process improvement.

For us, the Onboarding Success Manager is the ‘centre of gravity’ for onboarding; they are the single point of contact who pulls in the right teams at the right time to deliver the best outcome for our customers.

What You'll Do

Own the onboarding customer experience:

• Meet with customers immediately post-sale, understand their needs and how best to onboard them
• Partner with the customer to establish an agreed onboarding success plan, and make decisions that lead to the best customer outcomes
• Make sure we deliver upon our commitments and intervene where needed to keep the customer onboarding on course.

Deliver the onboarding success plan:

• Developed in partnership with customers, you will manage and hold stakeholders to account for achieving the plan, including key milestones
• Ensure all onboarding tasks are completed within the agreed-upon timeframes.
• Monitor progress and adjust as necessary to stay on track.

Keep customers engaged:

• Be the single-point-of-contact for new clients throughout the onboarding phase
• Starting with a warm handover from Sales, to leading regular review meetings with customers and internal teams as work progresses, providing updates and addressing any concerns.
• Develop and maintain strong relationships with customers to understand their needs and expectations, and gather insights to help product teams develop new onboarding tools

Help us evolve:

• Continuously evaluate and provide feedback to help improve onboarding processes and enhance efficiencies
• Mitigate issues but take the time to map out what needs change in order to not repeat the same mistakes.
• Be a critical feedback loop for our product and operational teams to identify areas for improvement.

Be the voice of our onboarding experience:

• Work closely with sales, customer success, and product teams to constantly challenge and evolve the overall customer experience
• Share customer feedback and requests for new features with the product team
• Coordinate with Customer Success and Support teams to ensure a smooth transition from adoption to use.

What You'll Bring With You

• Min 3+ years’ experience in project management, customer onboarding, or a similar role, preferably in a SaaS or technology-driven environment.
• Demonstrated success in managing customer relationships and delivering projects on time and to plan.
• Experience with change management and driving customer adoption of new technologies.
• Strong project management skills with proficiency in tools such as Jira, Hubspot, and LMS platforms, or similar tools.
• Excellent communication and interpersonal skills, with the ability to convey complex information clearly and effectively.
• Strong organisational skills and attention to detail, with the ability to manage multiple customer onboarding projects simultaneously.
• Problem-solving mindset with the ability to think strategically and identify innovative solutions.
• Proficiency in using office software (e.g. MS Office, Slite, Slack).
• Certifications in PMP, PRINCE2, or other project management certification is a plus, but not a requirement.

Values& Diversity

Diversity at Henry Schein One is all about you being you. Diversity and inclusion are integral to every aspect of our business, we push boundaries fuelled by a diverse set of voices and a desire to make a difference. We are proud to be an equal-opportunity employer. All qualified candidates are considered without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age. We welcome everyone to our team; we foster creativity and ambition throughout our business. We’re making a difference every day and you can too.

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We look forward to hearing from you!