Customer Onboarding Manager

Role Summary

At ShiftCare, the Customer Onboarding Manager plays a pivotal role in helping new clients implement the ShiftCare platform efficiently, adopting best practices and integrating workflows to quickly derive value. This role demands a proactive, confident, and organized individual capable of managing a substantial onboarding pipeline, including calls, meetings, follow-ups, CRM tasks, training sessions, and troubleshooting client challenges.

Key Responsibilities

• Lead onboarding processes for diverse customers ranging from small teams with 5 seats to large groups with over 100 seats.
• Guide client setup, provide training, and design workflows tailored to their operational models.
• Conduct onboarding calls, training sessions, and regular check-ins to maintain a structured onboarding experience.
• Identify and resolve potential blockers early to keep customers progressing toward success.
• Analyze complex customer scenarios to advise on practical ShiftCare workflow implementations, including setup, roles, permissions, and billing operations.
• Clearly distinguish between training gaps, workflow issues, user errors, bugs, or feature requests, escalating issues when required.
• Manage multiple onboarding projects simultaneously while communicating proactively to prevent delays.
• Maintain impeccable CRM hygiene in HubSpot by documenting all customer interactions, statuses, risks, and follow-ups.
• Create and deliver clear, effective product training and contribute to customer enablement content such as videos, webinars, and resources.
• Share client feedback and onboarding patterns to improve internal playbooks and enhance overall onboarding quality.

Candidate Profile

• Proactive and self-driven with excellent organizational skills capable of managing a wide volume of customer engagements.
• Strong communicator comfortable leading calls and training sessions.
• An adept problem solver with experience managing complex workflows and client requirements.
• Experienced in using HubSpot or comparable CRMs with diligent data management skills.
• Tech-savvy and eager to deeply understand ShiftCare’s product and customer use cases.
• Patient and empathetic while maintaining strong guidance during onboarding.
• Accountable and reliable team player interested in long-term growth with the company.
• Capable of working remotely in a fast-paced SaaS/startup environment during Australian Eastern Standard Time hours (9am-6pm AEST).

Requirements

• Minimum 2 years’ experience in onboarding, implementation, customer success, training, or related SaaS customer-facing roles.
• Proven track record leading customer-focused calls and training sessions.
• Proficiency in HubSpot CRM with excellent documentation and workflow management skills.
• Strong English communication skills, especially on phone and video calls.
• Ability to handle multiple customer interactions simultaneously with precision and attention to detail.
• High-speed, stable internet connection (minimum 10 Mbps) with capability to provide speed test evidence.
• Must be based in the Philippines and able to work the 9am-6pm AEST schedule.

Preferred Qualifications

• Experience with SaaS platforms related to health-tech, care management, rostering, or workforce scheduling.
• Skills in creating customer training videos, webinars, and enablement content.
• Familiarity with tools like Intercom, ChurnZero, Loom, Zoom, Google Workspace, or Microsoft Office.
• Experience in improving onboarding processes, playbooks, and templates.
• Background or exposure to healthcare sectors including aged care, disability care, NDIS, home care, or community services.

Performance Indicators

• Customers complete onboarding with assurance and understanding.
• Accurate, up-to-date HubSpot records trusted by management.
• Clients effectively utilize ShiftCare in daily operations.
• Early detection and rapid resolution of onboarding challenges.
• Consistent management of high-volume workload without compromising quality.
• Clear and proactive communication with customers and teams.
• Ongoing contributions to improving onboarding protocols and training materials.
• Active engagement with the product and introduction of practical solutions and feedback.

Why Join ShiftCare?

• Opportunity for rapid advancement in a growing company based on merit.
• Meaningful contributions helping care providers optimize team and client management.
• Access to professional development through training and coaching across SaaS and customer success roles.
• Collaborative culture emphasizing ownership, communication, and customer outcomes.
• Long-term career potential with a dedicated and expanding team.

Additional Information

This is a full-time remote role based in the Philippines requiring availability to work during Australian Eastern Standard Time (9am-6pm AEST). Candidates must have a reliable high-speed internet connection and must provide proof of connection speed. The company values proactive ownership, quality delivery, and continuous improvement in customer onboarding experiences.