LawPay

Senior Manager, Customer Onboarding

LawPay

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $108,000 - $160,000 per year

Job Level

Senior

About the role

  • 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.

Requirements

  • 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.
Benefits
  • Health Insurance Coverage: We offer our 8Team a variety of medical, dental, and vision plans, designed to fit your needs, including a 100% company-paid HDHP plan for employees.
  • Financial perks: We offer a 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 our 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: Participate in our 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 our Rise & Shine Award of Excellence Program, and our peer-to-peer appreciation platform.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer onboardingimplementationclient successanalytical skillsproblem-solvingoperational best practicesSaaSAI tools
Soft Skills
leadershipcommunication skillsrelationship-buildingorganizational skillsprioritizationteam developmentmentorshipcoaching
Certifications
BABSBE