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Role Description

The Customer Experience team plays a critical role in ensuring our clients successfully adopt and realize value from the PERSUIT platform. Through thoughtful onboarding and strong stakeholder engagement, the team helps legal departments launch programs that transform how they work with outside counsel.

We are looking for an experienced and driven Onboarding Manager to join our team. In this role, you will lead the onboarding of enterprise clients to the PERSUIT platform, working closely with senior legal and operations stakeholders to ensure a smooth, successful implementation.

You will manage complex onboarding projects, guide clients through change management and platform adoption, and partner with cross-functional teams to deliver an exceptional onboarding experience. As we continue to scale, you will also play an important role in refining our onboarding strategy, processes, and playbooks.

This role is ideal for someone who enjoys managing complex projects, building trusted relationships with senior stakeholders, and helping organizations adopt new technology and ways of working.

Key Responsibilities

• Client Onboarding Leadership: Own and manage onboarding for multiple enterprise clients simultaneously, guiding them through each phase of implementation and ensuring a successful transition to the Customer Success team.
• Stakeholder Engagement: Lead kickoff calls, onboarding meetings, and training sessions while building trusted relationships with senior legal and operational stakeholders.
• Project & Implementation Management: Coordinate onboarding timelines, track milestones, and manage risks across multiple client projects to ensure successful and timely implementations.
• Change Management & Training: Support clients through organizational change by developing communication plans, delivering training sessions, and helping stakeholders adopt the platform.
• Cross-Functional Collaboration: Partner closely with Customer Success, Product, Engineering, and other internal teams to resolve blockers and deliver a seamless onboarding experience.
• Operational Improvement: Contribute to the evolution of onboarding playbooks, documentation, and processes to improve onboarding efficiency and client outcomes as the business scales.

Qualifications

• 3–6 years of experience in a client-facing role such as consulting, SaaS implementation, customer success, project management, or professional services.
• Proven experience managing multiple projects or client implementations simultaneously.
• Strong ability to build relationships with senior stakeholders and communicate effectively across organizations.
• Demonstrated experience leading client onboarding, implementation, or change management initiatives.
• Experience working in SaaS, consulting, legal operations, or technology environments is preferred.
• Comfortable using project management tools such as JIRA, Asana, Monday, or similar platforms.
• Strong presentation and communication skills, with the ability to guide stakeholders through complex processes.
• Ability to analyze information, track project progress, and proactively identify risks or blockers.

Requirements

• You might be a great fit if you have experience in:
• SaaS onboarding or implementation roles.
• Consulting or professional services environments.
• Customer success or client delivery teams.
• Legal operations or legal technology.
• Project management in fast-paced startup or technology environments.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Training & Development
• Wellness Resources