Casebook PBC

Customer Onboarding Manager II

Casebook PBC

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $80,000 - $90,000 per year

Job Level

Mid-LevelSenior

About the role

  • 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
  • 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

Requirements

  • 3+ years is SaaS onboarding, implementation, customer success, or project management
  • 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
  • Nice-to-Have: Background in human services, nonprofit, or government organizations (can substitute this experience for up to a year of SaaS experience)
  • Experience with platforms such as HubSpot, ChurnZero, Gainsight, Salesforce, or similar
  • Familiarity with Community platform tools, Email marketing tools, Analytics and reporting, Event management tools, CRM familiarity, Community engagement & moderation, Customer advocacy development, Cross-functional collaboration, Strategic thinking & innovation