Remote Customer Onboarding Team Lead — Fast Go-Live

ECP

Milwaukee (WI)

Remote

USD 90,000 - 130,000

Full time

6 days ago

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Job summary

ECP is a market-leading SaaS provider for senior living communities. We seek a Customer Onboarding Manager to lead onboarding specialists, accelerate go-live, and identify expansion opportunities while implementing structured processes.

This leadership role combines people development, customer experience, and revenue growth across onboarding engagements. You'll oversee onboarding programs, develop content in OnRamp, and partner with Sales, CS, and Product to deliver consistent, scalable

Qualifications

Bachelor's degree
3+ years leading a customer-facing team
3+ years in customer onboarding, implementation, or training in SaaS
Proven track record improving speed-to-live/time-to-value
Strong project management across multiple concurrent engagements
Experience identifying upsell/cross-sell opportunities
Experience coaching for independence and ownership
Experience building processes from scratch in fast-growth environments
Developing direct reports via 1:1s, development plans, coaching
Coaching individual contributors toward ownership and independence
Strong people leadership for SMB/mid-market delivery
CRM/PM tools proficiency (HubSpot, Salesforce); OnRamp a plus
Experience owning/improving a customer-facing platform/content/workflows
Experience applying change management to new processes/tools
Ability to monitor/interp customer health and de-risk
Excellent communication and cross-functional resolution
Willing to travel 50%+
Located in the United States

Responsibilities

Lead, coach, and develop a team of Customer Onboarding Specialists
Establish ownership and independence via 1:1s and development plans
Drive speed-to-live/value by owning onboarding processes and timelines
Apply project management discipline across onboarding and training
Oversee post-onboarding retrains and new database builds
Foster expansion-oriented culture and identify upsell opportunities
Partner with Sales/CS to capture expansion during onboarding
Improve onboarding playbooks, workflows, and standards
Define and report on KPIs like time-to-live and CSAT
Own the OnRamp experience content, templates, and reporting
Evaluate the OnRamp journey and address friction points
Ensure OnRamp is the single source of truth for engagements
Monitor health and intervene to prevent churn risks
Escalate complex engagements and protect customer relationships
Equip team with training/resources for remote/onsite delivery
Lead change management for new processes/tools
Collaborate with Enterprise Implementation Manager and cross-functionally with Sales, CS, Support, Pharmacy, Compliance, Product
Hire and develop team members; drive a high-performance culture
Develop product/industry expertise to serve customers and identify expansion
Ensure compliance and HIPAA adherence