Senior Living SaaS Onboarding Lead (Travel 25%)

ECP; Chicago (IL); On-site; USD 60,000 - 85,000; Full time

Job summary

ECP, a market-leading SaaS provider for senior living communities, seeks a Customer Onboarding Specialist to guide SMB customers from onboarding to full adoption. You will manage multiple projects, coordinate with Sales and Customer Success, and ensure smooth handoffs while driving product usage and ARR.

Ideal candidates have 2+ years in SaaS/healthcare customer-facing roles, experience implementing software, and strong organization and communication skills. Travel up to 25% is expected.

Qualifications

• Bachelor's degree required.
• 2+ years of customer-facing SaaS/healthcare experience.
• 1+ years implementing software or web platforms.
• Strong organizational, presentation, and communication skills.
• Experience with project management or CRM software.
• Willingness to travel at least 25%.
• Healthcare software experience is a bonus.

Responsibilities

• Lead end-to-end SMB onboarding including kickoff, config, training, and go-live support.
• Manage multiple onboarding projects with milestones and timelines.
• Flex to support lower mid-market accounts as needed.
• Conduct retrainings to maintain product adoption following staff changes or updates.
• Support ownership transitions to protect customer health and continuity.
• Identify upsell opportunities with Sales and Customer Success to grow ARR.
• Serve as primary contact during implementation via phone, email, and video.
• Track progress and maintain accurate CRM records.
• Collaborate with Sales, CS, Support, and Product to ensure smooth transitions.
• Share learnings to drive continuous improvement.

Skills

Customer-facing

Project management

CRM experience

Communication skills

Presentation skills

Organizational skills

Travel-enabled

Education

Bachelor's degree

Tools

CRM software

Job description

ECP, a market-leading SaaS provider for senior living communities, seeks a Customer Onboarding Specialist to guide SMB customers from onboarding to full adoption. You will manage multiple projects, coordinate with Sales and Customer Success, and ensure smooth handoffs while driving product usage and ARR.

Ideal candidates have 2+ years in SaaS/healthcare customer-facing roles, experience implementing software, and strong organization and communication skills. Travel up to 25% is expected.