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Role Description

The Sr. Manager, Customer Onboarding provides amazing service that makes our customers love us. The best candidates are great customer relationship builders. This leadership role ensures a successful onboarding for new customers as they transition from previous practice management software to the 8am software platform. This is the most important phase of the customer lifecycle, and the Senior Manager of Customer Onboarding is responsible for establishing the solid foundation that drives customers’ future success. This position leads a team of Onboarding Managers, and works with Sales, Product, Engineering, and other teams to ensure customers are implemented and onboarded successfully, set up for long-term success, able to realize value quickly and become daily users of the 8am platform and value-added services.

This is the ideal opportunity for motivated individuals who provide excellent customer service while maintaining an organized queue of internal tasks. Successful candidates have a passion for leading and helping others, operational agility, and a blend of technical and interpersonal skills.

Qualifications

• 5+ years of leadership experience in customer onboarding, implementation, client success, or related post-sales functions
• BA/BS/BE degree required
• Proven ability to lead, influence, and drive change in cross-functional, fast-paced environments
• Exceptional customer relationship-building and communication skills (written and verbal)
• Strong analytical and problem-solving capabilities with sound judgment
• Highly organized with strong prioritization skills and consistent follow-through
• Passion for team development with a balance of operational, technical, and interpersonal strengths
• SaaS experience required; legal industry experience preferred
• Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation.

Requirements

• Own the Onboarding KPI framework, aligning performance to customer retention, time-to-value, and long-term success outcomes.
• Standardize and scale the onboarding experience through clear processes, CRM data integrity, SLAs, and operational best practices.
• Serve as the strategic voice of the customer journey, partnering cross-functionally with Sales, Product, Engineering, and Operations to drive alignment and continuous improvement.
• Lead team development through structured training, mentorship, product mastery, and coaching to ensure high-quality service delivery.
• Oversee escalations and executive-level communications for complex or high-priority accounts, mitigating risk and protecting customer relationships.
• Champion a high-performance, values-driven culture while driving initiatives that improve efficiency, adoption, and customer advocacy.

Benefits

• Health Insurance Coverage: A variety of medical, dental, and vision plans, including a 100% company-paid HDHP plan for employees.
• Financial perks: Competitive compensation and benefits package including annual bonuses, equity options, and 401(k) or RRSP if in Canada, with a company match for all team members.
• Time for what matters: Flexible Time Off, paid holidays, and a parental leave program for new parents.
• Wellness: Wellness stipends, mental health support, and one-on-one nutrition coaching.
• Learning and Development: Continuous learning through 8am.edu, leadership programs, professional development funds, and individually focused talent development.
• Giving back to the communities around us: Charitable matching gift program, paid time off for volunteer service, and company-sponsored volunteer events (both local and virtually).
• Engagement: Virtual and in-person team-building events, quarterly award recognition through the Rise & Shine Award of Excellence Program, and a peer-to-peer appreciation platform.