Senior Customer Success Manager – Onboarding, Mid-Market/Enterprise

ShiftCare

Senior Customer Onboarding Manager for SaaS, managing implementation for healthcare clients with complex needs. Leading training and technical support for successful go-lives.

Posted 7/6/2026full-timeSydney • 🇦🇺 AustraliaSeniorWebsite

About the role

Key responsibilities & impact

Own the onboarding journey from contract close to go-live for customers with complex needs
Conduct discovery sessions to understand customer workflows, goals, and technical setup
Lead and manage implementation plans, including timelines, milestones, and stakeholder alignment
Facilitate data migration, system setup, and integration configurations
Deliver operational training to ensure confident product usage post-launch
Provide post-go-live support and smooth handoff to long-term Success Manager
Build strong relationships as the primary point of contact during onboarding
Act as the technical escalation point to resolve onboarding-related issues
Monitor customer onboarding health and engagement metrics to ensure timely progress
Adapt approach based on customer industry, readiness, and complexity
Work closely with Sales, Product, Engineering, and Support to meet onboarding goals
Provide feedback to internal teams to continuously improve onboarding processes and tooling
Ensure onboarding SLAs are met and documented for internal reporting
Lead team standups and training - ensuring the team is unblocked and consistently improving their ways of working.
Serve as an escalation point to unblock team members with their implementation challenges and assist in problem solving.
Report on team performance and coach the team on achieving their targets.
Enhance existing onboarding processes and establish best practice ways of working.
Identify and address any gaps in implementation processes.

Requirements

What you’ll need

4+ years experience in technical onboarding, implementation, or solutions consulting in a SaaS environment
Experience working with mid-market and enterprise customers (typically $15K–$150K ARR)
Proven ability to lead end-to-end implementations involving data migration, API integrations, and complex workflows
Exceptional interpersonal and presentation skills, with a confident and professional client-facing style
Comfortable with in-person client meetings, including discovery and training sessions
Project management strengths, with the ability to juggle multiple implementations at once
Excellent problem-solving skills and attention to detail
Experience with timesheet, payroll, or accounting software is a plus
Industry familiarity (NDIS, aged care, home care) is a bonus but not required

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account ShiftCare Website LinkedIn All Job Openings 11 - 50 employees ☁️ SaaS ⚕️ Healthcare Insurance 👥 HR Tech SaaS
Healthcare Insurance
HR Tech ShiftCare is an easy-to-use software platform designed to streamline care management for support providers. It offers various features including rostering, invoicing, and human resources management, with a special focus on services like NDIS, aged care, and allied health. The platform enhances efficiency by integrating tasks such as scheduling, incident management, and document storage, reducing paperwork and allowing providers to dedicate more time to personalized client care. With seamless integration with accounting software, it simplifies financial aspects like billing and funds management, making it ideal for growing care businesses. Senior Customer Success Manager – Onboarding, Mid-Market/Enterprise 🔥 1 hour ago 🏢🏡 Sydney – Hybrid ⏰ Full Time 🟠 Senior 🚀 Onboarding Specialist Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Own the onboarding journey from contract close to go-live for customers with complex needs
Conduct discovery sessions to understand customer workflows, goals, and technical setup
Lead and manage implementation plans, including timelines, milestones, and stakeholder alignment
Facilitate data migration, system setup, and integration configurations
Deliver operational training to ensure confident product usage post-launch
Provide post-go-live support and smooth handoff to long-term Success Manager
Build strong relationships as the primary point of contact during onboarding
Act as the technical escalation point to resolve onboarding-related issues
Monitor customer onboarding health and engagement metrics to ensure timely progress
Adapt approach based on customer industry, readiness, and complexity
Work closely with Sales, Product, Engineering, and Support to meet onboarding goals
Provide feedback to internal teams to continuously improve onboarding processes and tooling
Ensure onboarding SLAs are met and documented for internal reporting
Lead team standups and training - ensuring the team is unblocked and consistently improving their ways of working.
Serve as an escalation point to unblock team members with their implementation challenges and assist in problem solving.
Report on team performance and coach the team on achieving their targets.
Enhance existing onboarding processes and establish best practice ways of working.
Identify and address any gaps in implementation processes. 🎯 Requirements
4+ years experience in technical onboarding, implementation, or solutions consulting in a SaaS environment
Experience working with mid-market and enterprise customers (typically $15K–$150K ARR)
Proven ability to lead end-to-end implementations involving data migration, API integrations, and complex workflows
Exceptional interpersonal and presentation skills, with a confident and professional client-facing style
Comfortable with in-person client meetings, including discovery and training sessions
Project management strengths, with the ability to juggle multiple implementations at once
Excellent problem-solving skills and attention to detail
Experience with timesheet, payroll, or accounting software is a plus
Industry familiarity (NDIS, aged care, home care) is a bonus but not required Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Customer Onboarding Manager 🕒 4 days ago PropertyMe 51 - 200 🏠 Real Estate ☁️ SaaS Website LinkedIn All Job Openings Customer Onboarding Manager leading onboarding team at PropertyMe to ensure successful customer journeys. Overseeing metrics, processes, and cross-functional collaboration within a PropTech company. 🏢🏡 Sydney – Hybrid ⏰ Full Time 🟡 Mid-level 🟠 Senior 🚀 Onboarding Specialist View More Onboarding Specialist Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Find jobs using your resume Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

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Hard Skills & Tools

Data MigrationAPI IntegrationsImplementation PlanningSaaS Solutions ConsultingWorkflow AnalysisCustomer Engagement MetricsOnboarding Process ImprovementStakeholder AlignmentOperational TrainingProblem Solving

Soft Skills

Interpersonal SkillsPresentation SkillsAttention to DetailClient-Facing CommunicationTeam Leadership