Remote Onboarding & Customer Growth Manager

ECP; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Remote-friendly

Travel opportunities

Job summary

ECP is seeking a Customer Onboarding Manager to lead onboarding specialists, accelerate go-live for SMB and mid-market customers, and drive expansion opportunities. This role balances people development, operational excellence, and revenue growth within a remote US-based setting.

You will own the OnRamp experience, build scalable processes, and partner with Sales, Customer Success, and Product to improve customer outcomes while maintaining HIPAA compliance and security standards.

Qualifications

• Bachelor’s degree.
• 3+ years managing a customer-facing team.
• 3+ years onboarding in SaaS.
• Proven track record improving speed-to-live / time-to-value.
• Strong project management skills with multiple engagements.
• Experience identifying and acting on expansion opportunities within the customer lifecycle.
• Experience coaching and developing direct reports.
• Experience with CRM and project tools; OnRamp experience is a plus.
• Willingness to travel 50% or more.
• Healthcare/senior living affinity is a plus.

Responsibilities

• Lead and develop onboarding specialists to prep customer databases for go-live.
• Drive speed-to-live by owning onboarding processes, timelines, and accountability.
• Oversee onboarding trainings, retrains, and new location training.
• Build expansion-minded team culture to identify upsell opportunities.
• Partner with Sales and Customer Success to capture expansions.
• Own the OnRamp content, workflows, and reporting.
• Define and track KPIs like time-to-live, SLAs, and CSAT.
• Ensure OnRamp is the team’s single source of truth for engagements.

Skills

Team leadership

Customer onboarding

Project management

Upsell expansion

Cross-functional collaboration

Education

Bachelor’s degree

Tools

HubSpot

Salesforce

Job description

ECP is seeking a Customer Onboarding Manager to lead onboarding specialists, accelerate go-live for SMB and mid-market customers, and drive expansion opportunities. This role balances people development, operational excellence, and revenue growth within a remote US-based setting.

You will own the OnRamp experience, build scalable processes, and partner with Sales, Customer Success, and Product to improve customer outcomes while maintaining HIPAA compliance and security standards.