Full-Time Customer Onboarding Manager II

We are looking for a proactive and customer-focused Onboarding Manager to lead new customers from contract signing through their first major win on our platform. You will be the first post-sale contact and trusted advisor, ensuring implementations deliver measurable outcomes. In this role, you are empowered to set customers up for success.

Responsibilities:

• Guide customers from sales handoff through “Value One”—their first meaningful win with Casebook.
• Lead discovery, kickoff, and implementation sessions to set a strong foundation.
• Build trust by tailoring onboarding to each customer’s goals and challenges.
• Define measurable success criteria and track progress throughout onboarding and initial adoption.
• Ensure customers are trained, adopting key workflows, and achieving desired outcomes.
• Collaborate closely with Sales, RevOps, Marketing, Product, and Support to continually improve the onboarding journey.
• Equip customers with the tools and support they need to get their entire team up and running successfully.
• Document progress and ensure a seamless handoff to the CSM.

Key Activities:

• Manage 15–20 active onboarding projects concurrently.
• Support customer setup, configuration, and integrations.
• Run adoption workshops that drive measurable results.
• Track milestones and report progress.
• Identify and pursue advocacy opportunities early in the relationship

Education and/or Experience:

• 3+ years is SaaS onboarding, implementation, customer success, or project management.

Required Skills and Abilities:

• Experience leading onboarding or implementation projects at a B2B SaaS company.
• Proven ability to manage multiple projects and priorities.
• Skilled at guiding customers through technology adoption and early wins.
• Strong communication skills with the ability to simplify complex concepts.
• Understanding of the operations, terminology, and challenges unique to human services organizations, with the ability to turn that knowledge into effective onboarding strategies.

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