Client Onboarding Manager

Ubiquity Retirement and Savings (dba Decimal Inc); United States; Remote; USD 130,000 - 160,000; Full time

Benefits offered by this job

Bonus up to 10%

Job summary

Ubiquity Retirement + Savings is seeking an Client Onboarding Manager to own the onboarding experience from signed agreement through live plan. You will lead the New Plan and Conversion Team Leads, build scalable processes, and partner with Product and Technology to improve tools.

The role focuses on coaching, pipeline ownership, and creating playbooks to handle volume spikes, while measuring KPIs like time to live and customer satisfaction. Strong data skills are essential.

Qualifications

• 5+ years in fintech or regulated finance environments with 3+ years leading a customer-facing team.
• Experience building from scratch: teams, docs, training programs.
• Hands-on collaboration with Product and Engineering to define and test internal tools.

Responsibilities

• Lead and grow the onboarding team, coaching Team Leads and scaling as needed.
• Own the onboarding and conversion pipeline to meet timelines and SLAs.
• Design playbooks for onboarding workflows and SOPs under volume changes.
• Stand up training so specialists handle new plan setups confidently.
• Partner with Product and Engineering to translate patterns into tool requirements.
• Measure KPIs and use data to drive staffing and process decisions.
• Forecast capacity against sales pipeline and seasonality.

Skills

Leadership

Fintech

Product/Engineering collaboration

Data-driven

Communication

401(k) experience

Bachelor's degree

Education

Bachelor's degree or equivalent

Tools

Salesforce

CRM

MS Office

Job description

Ubiquity Retirement + Savings helps small and growing businesses make retirement benefits easier. For more than 25 years, we’ve been simplifying 401(k)s with straightforward solutions, great service, and a mission to help more people build a secure financial future.

Position Purpose

The Client Onboarding Manager owns Ubiquity’s onboarding experience from signed agreement through live plan — leading the New Plan and Conversion Team Leads, building the processes and training that let the team scale, and partnering with Product and Technology to improve the tools they rely on.

Core Responsibilities

• Lead and grow the team: coach and develop the Team Leads, hire as we scale, and build a culture of ownership, accuracy, and customer care.

• Own the onboarding pipeline: keep timelines, quality, and SLAs on track, and step in on complex or escalated cases.

• Build the playbook: design and document onboarding and conversion workflows and SOPs that hold up through volume spikes and change.

• Stand up training so every specialist can handle new plan setups and conversions with confidence.

• Partner with Product and Engineering: turn frontline patterns into requirements and help test and roll out new tools.

• Measure what matters: track KPIs like time to live, accuracy, pipeline health, and customer satisfaction, and use the data to drive staffing and process decisions.

• Plan for growth: forecast capacity against sales pipeline and seasonal peaks so the team is ready before demand arrives.

• Fix problems at the source: partner with Sales, Client Experience, Compliance, Payroll, and other teams to resolve the causes of onboarding friction.

Skills & Experience

• 5+ years in fintech, financial services, or a closely related regulated environment, including 3+ years leading a team that works directly with end customers on high-stakes, detail-heavy work (onboarding, implementation, account setup, or money movement).

• A track record of building from scratch: standing up a team or function, writing documentation, and creating structure — plus experience building training programs that ramp new hires quickly.

• Hands-on experience partnering with in-house Product and Engineering teams to define, test, and adopt internal tools or workflow automation.

• Measurable results you can point to — faster cycle times, lower error rates, higher customer satisfaction, or a team that scaled without breaking.

• Strong analytical skills and precision under pressure: comfortable using data to evaluate performance and capacity, with the judgment to balance speed and accuracy when real money and compliance are on the line.

• Clear communicator who can explain complex topics simply and present to senior leaders; proficiency with Salesforce or comparable CRM/workflow platforms and Microsoft Office.

• 401(k) experience (recordkeeping, plan administration, or retirement plan conversions) strongly preferred but not required. Bachelor’s degree or equivalent experience.

Nice to Have

• Familiarity with plan documents, payroll integrations, or asset transfers between providers.

• Experience at a company serving small businesses.

• Background in process improvement (Lean, Six Sigma) or workflow and case management tools.

• Experience using AI or automation to scale an operations team.

Compensation and Benefits

The salary range for this role is between $130,000 – $160,000, depending on experience and qualifications. This position is also eligible for a target bonus of up to 10% based on company and individual performance.