Onboarding Lead for Speed-to-Live & Growth

Socket.dev; United States; Remote; USD 110,000 - 160,000; Full time

Job summary

ECP is a market-leading SaaS provider delivering care-focused software to senior living communities across the United States. We seek a Customer Onboarding Manager to lead Onboarding Specialists, accelerating live deployment for SMB and mid-market customers, while driving expansion opportunities and embedding accountability across the team.

This leadership role combines people development, operational excellence, and revenue growth, with a focus on building scalable onboarding processes,

Qualifications

• Bachelor's degree required.
• 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 with the ability to manage multiple concurrent engagements.
• Experience identifying and acting on upsell or expansion opportunities within the customer lifecycle, ideally with Sales or Customer Success.
• Experience coaching a team to identify and act on expansion opportunities independently.
• Proficiency with CRM and project management tools such as HubSpot, Salesforce, or similar. Direct OnRamp experience is a strong plus.

Responsibilities

• Lead, coach, and develop a team of Customer Onboarding Specialists responsible for coordinating, training, and preparing customer databases for go-live.
• Build and enforce ownership expectations and develop specialists toward greater independence through regular 1:1s and development plans.
• Drive speed-to-live and speed-to-value by owning onboarding processes, timelines, workflows, and accountability structures for SMB and mid-market customers.
• Apply strong project management discipline across onboarding engagements with clear plans, milestones, and risk management.
• Oversee post-onboarding training engagements including retrains, ownership transitions, and new location training.
• Identify upsell or expansion opportunities within the onboarding journey and collaborate with Sales/CS to capture them.
• Define, track, and report on KPIs such as time-to-live, SLAs, CSAT, and upsell conversion.

Skills

People leadership

Customer onboarding

Project management

SaaS experience

Cross-functional collaboration

Education

Bachelor's degree

Tools

HubSpot

Salesforce

Job description

ECP is a market-leading SaaS provider delivering care-focused software to senior living communities across the United States. We seek a Customer Onboarding Manager to lead Onboarding Specialists, accelerating live deployment for SMB and mid-market customers, while driving expansion opportunities and embedding accountability across the team.

This leadership role combines people development, operational excellence, and revenue growth, with a focus on building scalable onboarding processes,