Onboarding Manager

Key Responsibilities

• Own and manage onboarding of 8-12 enterprise clients simultaneously, guiding them through all phases of implementation and adoption.
• Lead clients through onboarding projects ranging from 3-6 months, ensuring milestones, deliverables, and timelines remain on track.
• Identify, manage, and escalate risks to the onboarding project plans proactively before they impact outcomes.
• Partner with internal and external stakeholders to remove blockers and ensure successful implementation.
• Serve as the primary point of contact throughout onboarding.
• Lead kick-off meetings, project reviews, and training sessions.
• Build trusted relationships with senior legal, procurement, operations, finance, and technology stakeholders.
• Drive accountability while maintaining strong client relationships and a positive customer experience that builds long-term trust and growth opportunities.
• Develop expertise in the PERSUIT platform and associated workflows, including eBilling functionality and platform configuration.
• Guide clients through system setup, configuration, data readiness, and adoption activities.
• Collaborate with subject matter experts to support more complex technical requirements and integrations.
• Contribute to support ticket resolution and troubleshooting with users.
• Contribute to the evolution of onboarding playbooks, documentation, processes, and client communications.
• Identify opportunities to improve efficiency, scalability, and client outcomes.
• Leverage AI, automation, and operational tooling to streamline workflows and enhance the onboarding experience.
• Surface customer feedback and implementation insights to Product and cross-functional teams.
• Partner closely with Customer Success, Sales, Support, Product, Engineering, and other internal stakeholders to deliver a seamless onboarding experience.
• Share knowledge and best practices across the Customer Experience organization and the whole company.

Requirements

• Required: Bachelor's degree or equivalent experience.
• Required: 3-6 years of experience in a client-facing role such as: SaaS onboarding or implementation, Customer success, Consulting or professional services, Project management, Client delivery.
• Required: Proven experience managing multiple concurrent projects with competing priorities and deadlines.
• Required: Strong stakeholder management skills, including experience working with senior-level client stakeholders.
• Required: Exceptional communication, presentation, and relationship-building skills.
• Required: Strong organizational skills and attention to detail.
• Required: Ability to proactively identify risks and drive solutions.
• Required: Current authorization to work in the United States.

Preferred Experience

• Experience with project management tools such as Jira, Smartsheet, Asana, Monday.com, or similar platforms.
• Experience in SaaS, legal technology, legal operations, consulting, or professional services environments.
• Familiarity with eBilling, legal operations workflows, or enterprise software implementations.
• Curiosity and enthusiasm for AI tools, process improvement, and operational scalability.
• Experience working in a fast-paced startup or high-growth technology environment.