SMB SaaS Onboarding & Adoption Lead (Travel)

ECP; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

ECP is seeking a Customer Onboarding Specialist to guide SMB customers from signup to full adoption of our SaaS platform in healthcare communities. You will own the onboarding journey, coordinate with Sales, Success, Support, and Product, and ensure a smooth go-live.

In this role, you’ll manage multiple onboarding projects, deliver training, monitor milestones, and identify opportunities to expand product usage. Travel up to 25% may be required to support customers on-site or at events.

Qualifications

• 2+ years of customer-facing experience in SaaS or healthcare tech.
• 1+ years of experience implementing software or web platforms.
• Strong organizational, presentation, and communication skills.
• Experience with project management or CRM software.
• Ability to travel at least 25%.

Responsibilities

• Lead end-to-end onboarding for SMB customers, including kickoff, configuration, training, and go-live support.
• Manage a portfolio of concurrent onboarding projects with milestones and timelines.
• Flex to support lower mid-market accounts when needed.
• Conduct retrainings to ensure continued product adoption after staff changes.
• Support ownership transitions for SMB accounts to protect continuity.
• Identify and drive upsell opportunities with Sales and Customer Success.
• Serve as primary contact during implementation with proactive communication.
• Monitor churn risks and implement mitigation strategies to protect retention.
• Maintain CRM records with account status and project progress.
• Generate reports from customer data to surface onboarding insights.
• Collaborate with Sales, Customer Success, Support, and Product for seamless transitions.

Skills

Organizational skills

Presentation skills

Communication skills

Healthcare software knowledge

Education

Bachelor's degree

Tools

CRM software

Job description

ECP is seeking a Customer Onboarding Specialist to guide SMB customers from signup to full adoption of our SaaS platform in healthcare communities. You will own the onboarding journey, coordinate with Sales, Success, Support, and Product, and ensure a smooth go-live.

In this role, you’ll manage multiple onboarding projects, deliver training, monitor milestones, and identify opportunities to expand product usage. Travel up to 25% may be required to support customers on-site or at events.