Onboarding Specialist

Tops; United States; Remote; USD 62,000 - 72,000; Full time

Job summary

A progressive healthcare technology company seeks an experienced Onboarding Specialist to enhance customer success. In this remote role, you'll deliver training, develop documentation, and monitor engagement. Ideal for candidates with substantial SaaS and dental software support experience. Join us in revolutionizing healthcare through exceptional onboarding experiences.

Benefits

Comprehensive health, dental, and vision coverage options

Flexible paid time off

401(k) plan with company match

Wellness benefits

Culture Committee initiatives

Qualifications

• 5+ years of experience in SaaS platforms and dental software customer support.
• Proven ability to deliver training and build relationships with stakeholders.
• Strong work ethic with a willingness to travel for customer onboarding when necessary.

Responsibilities

• Lead and execute onboarding projects for new and existing clients.
• Deliver online training sessions to improve customer success.
• Monitor and analyze customer satisfaction scores to prevent churn.

Skills

Ability to train and transfer knowledge

Strong team player

Self-motivated approach

Strong documentation skills

Education

Bachelor’s degree preferred or equivalent

Tools

SaaS platforms

Dental software

Job description

Overview

Title: Onboarding Specialist
Team: Customer Success
Location: Remote
Reports To: Onboarding & Training Manager

About PracticeTek Stop scrolling-your dream job might just be here! At PracticeTek, we don’t do ordinary, we do bold ideas, big impact, and endless opportunities to grow. Imagine working with teammates who celebrate your wins, challenge you to think bigger, and cheer you on every step of the way. Imagine building solutions that actually change lives and reshape how healthcare works. That’s the vibe here: high-energy, high-impact, and 100% human. Ready to jump in? Let’s go!

We’re on a mission to revolutionize healthcare practices effortlessly and we live out our brand promise every day: being the Trusted Partner in retail healthcare. PracticeTek is one of the largest retail-healthcare tech providers in North America, offering everything a practitioner would need, from pre-encounter workflows to practice management, analytics, digital intake forms, marketing tools, EHRs, and payment systems, for a whopping 40,000+ clinics worldwide. Over the years, we’ve brought together the best-in-class platforms that serve the Chiropractic, Wellbeing, Vision and Dental providers and their patients; and we are united by one mission, to revolutionize retail healthcare practices effortlessly.

Here, you’ll have the flexibility to contribute across multiple brands, each offering a unique path for growth. Whether you’re building products, supporting customers, or driving strategy, your journey with PracticeTek is full of opportunity.

We believe in showing up with consistent care, staying always ahead, keeping our approach market-in, making every experience feel effortless, owning it openly, and striving to do right in every decision. These aren’t just words; they’re how we live, work, and make an impact together.

At PracticeTek, You’ll Get To

• Shape the future of healthcare with technology solutions that are always evolving to meet real-world needs.
• Team up with passionate, talented people who care deeply about patients, providers, and making a difference.
• See your impact firsthand by helping practices deliver care that’s simpler, smarter, and better for everyone.
• Grow your career and your skills in an environment that celebrates curiosity, collaboration, and continuous development.

Why You’ll Love It Here

As Part Of The TekTribe, You’ll Enjoy

• Comprehensive health, dental, and vision coverage options
• Wellness benefits that support lifestyle, behavioral health, and overall wellbeing
• Flexible paid time off, sick time, and 10 company-paid holidays
• 401(k) plan with company match to help you build your future
• Culture Committee driving initiatives that spark connection, fun, and belonging
• A workplace powered by innovation, collaboration, and energy every day

About Tops

We are seeking an experienced and customer-focused Onboarding Specialist to join our team and play a pivotal role in ensuring long-term customer success. This position is dedicated to delivering an exceptional onboarding experience, providing training, developing documentation, monitoring customer engagement and retention, and driving process improvements to support scalability.

What You’ll Do

Here’s how you’ll help us bring our mission to life and show up as a Trusted Partner:

• Complete/Pass Pace Certification Exam
• Lead and execute onboarding projects
• Delivery online training to new and existing clients in a 1:1 & group training setting
• Teach continuing education courses at TopsFest
• Create curriculum: training documentation & videos
• Access client data & offer recommendations for better workflows
• Monitor NPS & CSAT scores outreach to customers to prevent churn
• Cross sell integrated services
• Present TopsOrtho curriculum in webinars
• Escalate Feature Requests as needed
• Collaborate with cross functional Tops teams for new training, webinar content
• Train new Tops team members for software proficiency
• Lead & mentor team members
• Work with leaders to evaluate & improve onboarding workflows for efficiency & customer experience improvements
• On occasion, a willingness to travel to tradeshows, events, or on-site customer onboarding

How Success Is Measured

Here’s how we’ll know you’re making an impact and raising the bar:

• CSAT (Onboarding Satisfaction): ≥95% positive feedback
• Time-to-Value: Customers fully trained and launched in ≤45 days
• Average Training Completion (Internal): ≤30 days
• Pass Pace Certification Exam: ≤90 days

What You Bring

Your unique talents are what make you shine. For this role, success looks like:

• Bachelor’s degree preferred, or equivalent combination of education and work experience
• 5 years Orthodontic experience preferred
• 5+ years with SaaS platforms
• 5+ years with Dental software customer support
• Ability to train and transfer knowledge
• Strong team player with excellent work ethic and ability to work remotely with remote team
• Self-motivated approach, with a strong desire to grow as a leader
• Ability to build open, trustworthy relationships with other leaders of the business, customers, vendors, and senior leadership team
• Action oriented with strong sense of urgency; ability to overcome obstacles to achieve results in a timely fashion with a proactive approach
• Demonstrates strong documentation skills with the ability to create clear, accurate, and organized records, guides, and process notes to support onboarding and team continuity

Ready to Join?

If you’re excited to bring your ideas, energy, and expertise to a team that’s shaping the future of healthcare, we can’t wait to hear from you. Apply today and let’s make healthcare simpler, smarter, and Better. Together.

The Fine Print (That Really Matters)

At PracticeTek, we determine compensation by considering market data, internal equity, and each candidate’s skills and experience. For this position, we reasonably expect to pay between $62,000-72,000. This role is also eligible for benefits, including health, dental, vision, paid time off, 401(k) with company match, and may be eligible for additional compensation such as bonuses or equity, as applicable.

PracticeTek is an Equal Opportunity Employer. We are committed to creating an inclusive environment where all employees feel valued and supported. All qualified applicants will receive fair treatment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, age, disability, veteran status, genetic information, marital status, uniformed service status, or any other characteristic protected under applicable law.

This job description is not a contract of employment and does not alter the at-will relationship between PracticeTek and its employees.

End of refined description.