Customer Onboarding Manager
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 2h ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 21h ago
The date the source published, not the day we noticed it (2026-09-17). Last seen at its source just now.
Is it remote?
Marked remote on the employer's board
Their board carries a remote setting on this posting — a field they filled in, not wording we read. The location field names somewhere specific, which is usually where the team or the entity sits.
Who may apply?
United States
The description states no restriction of its own. This is the source's own tag.
Pay not stated
Similar roles pay $80k–147.8k/yr
Middle 50% of 227 listings that do state pay — Customer · all levels · United States · USD/year. This employer has published no salary; this is what comparable listings we hold disclose, never converted between currencies or periods. How this is calculated.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
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workable employer's own board first seen 2h ago · last seen just now
The listing
ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. ECP is used in over 8,500 communities around the world. We're looking to further expand by increasing the number of customers that use our software and increasing the scope of how we serve our customers by developing and releasing new products. Senior living is deeply underpenetrated with software, and ECP is one of the industry's largest and fastest-growing software companies. Our mission is to build world-class software that improves the quality of life for seniors and improves clinical, business, compliance, and operational performance for our customers.
As a Customer Onboarding Specialist, you will be the primary point of contact for new SMB customers as they implement our platform. Your primary focus is guiding SMB customers from sales close through full adoption, but you are also a flexible team player who steps in wherever the team needs you most. When lower mid-market volume spikes or a teammate needs support, you lean in.
- Lead the end-to-end onboarding experience for SMB customers, including project kickoff, system configuration, user training, and go-live support.
- Manage a portfolio of concurrent onboarding projects, keeping customers on track against defined milestones and timelines.
- Flex to support lower mid-market accounts or teammates’ portfolios as business needs and team capacity require.
- Conduct re-trainings for existing SMB customers as needed, ensuring continued product adoption and proficiency following staff changes, low engagement, or product updates.
- Support ownership transitions for SMB accounts, ensuring a seamless handoff that protects customer health and continuity.
- Identify and drive upsell opportunities within your customer portfolio, partnering with Sales and Customer Success to expand product usage and ARR.
- Serve as the primary point of contact during the implementation phase, delivering responsive and proactive communication via phone, email, and video.
- Identify and escalate churn risks early, implementing mitigation strategies to protect customer retention.
- Maintain accurate and up-to-date records in the CRM, tracking account status, project progress, and key customer interactions.
- Generate product and service reports by analyzing customer data to surface actionable insights that improve the onboarding experience.
- Collaborate with Sales, Customer Success, Support, and Product teams to deliver seamless transitions and resolve customer issues effectively.
- Contribute to a culture of continuous improvement by sharing learnings and best practices with teammates.
Requirements
- Bachelor’s degree required.
- 5+ years of customer-facing experience in a SaaS, technology, or healthcare environment.
- 3+ years of experience implementing software or web-based platforms.
- 2+ years of experience managing people.
- Strong organizational, presentation, and communication skills.
- Experience working with project management or CRM software.
- A genuine passion for helping people solve real-world problems.
- Comfortable operating in a dynamic environment where priorities and account assignments may shift based on team needs.
- Experience with senior living or healthcare software is a bonus.
- Ability to travel up to ~25% based on customer demand.