Head of Onboarding & Customer Growth

Ecp123; Milwaukee (WI); Hybrid; USD 85,000 - 130,000; Full time

Job summary

ECP, a SaaS leader in senior living solutions, seeks a Customer Onboarding Manager to lead onboarding specialists, accelerate time-to-live for SMB and mid-market clients, and drive expansion opportunities. You will shape processes, coach a high-growth team, and partner with Sales and Success to deliver outcomes.

The role emphasizes patient-centric care, operational excellence, and revenue growth, with a flexible remote option for U.S.-based candidates and travel as needed.

Qualifications

• Bachelor’s degree in healthcare, business, or equivalent.
• 3+ years leading a customer-facing team.
• 3+ years in customer onboarding, SaaS preferred.
• Proven ability to improve speed-to-live or time-to-value.
• Strong project management across multiple engagements.
• Experience identifying upsell opportunities with Sales/CS.
• Coaching direct reports with 1:1s and development plans.
• Ability to manage SMB/mid-market customers at scale.
• CRM and project management tools proficiency.
• OnRamp experience is a plus.

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 escalates or 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.

Skills

People leadership

Onboarding management

Project management

Healthcare SaaS

CRM proficiency

Stakeholder management

Education

Bachelor’s degree

Tools

HubSpot

Salesforce

OnRamp

Job description

ECP, a SaaS leader in senior living solutions, seeks a Customer Onboarding Manager to lead onboarding specialists, accelerate time-to-live for SMB and mid-market clients, and drive expansion opportunities. You will shape processes, coach a high-growth team, and partner with Sales and Success to deliver outcomes.

The role emphasizes patient-centric care, operational excellence, and revenue growth, with a flexible remote option for U.S.-based candidates and travel as needed.