Customer Onboarding Manager

ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. Used in more than 8,000 communities nationwide, our mission is to build world-class software that improves quality of life for seniors and drives clinical, business, compliance, and operational performance for our customers.

We’re looking for a Customer Onboarding Manager to lead our Customer Onboarding Specialists in delivering strong customer outcomes, accelerating speed-to-live for SMB and mid-market customers, identifying expansion opportunities, and bringing greater structure and accountability to how the team operates.

This is a high-impact leadership role at the intersection of people development, operational excellence, customer experience, and revenue growth .

Professional development is a core responsibility of this role. You’ll invest in each specialist through regular growth-focused 1:1s, individualized development plans, skill-building, mentorship, feedback, and stretch opportunities. A key priority is building a team where specialists independently own their projects and customer relationships, proactively identify risks, and know what is expected of them. You’ll coach toward that standard while being direct when expectations aren’t being met.

Speed-to-live and speed-to-value are critical priorities. You’ll build and improve the processes, workflows, and team behaviors that help customers successfully go live faster, while establishing clear benchmarks and accountability. You’ll also partner with Sales and Customer Success to identify and capture upsell and expansion opportunities throughout onboarding.

Beyond new customer onboarding, the team manages a broad portfolio of training engagements, including retrains, ownership transition retrains, new database builds, product add-on training, and new location training. You’ll bring consistent project management discipline to these engagements through clear timelines, milestones, communication, and accountability.

ECP recently transitioned to OnRamp as our project management and customer-facing implementation platform. You’ll own the customer experience within OnRamp—not simply ensure the team uses it. You’ll build and refine content, templates, workflows, and reporting; identify opportunities to improve the customer journey; and partner with the OnRamp team when changes are needed.

This is not a role for someone looking to maintain the status quo. We’re building our processes and operating model from the ground up and need a leader who is energized by ambiguity, brings structure and clarity, and is passionate about improving both the customer experience and the capabilities of their team.

We’re looking for someone who brings solutions to leadership, takes ownership, and uses the latitude of the role to make meaningful improvements. You’ll also partner closely with the Enterprise Implementation Manager to ensure alignment when customer engagements span segments or require shared resources.

ECP is a growing company with a start-up culture. The right candidate will be adaptable, results-oriented, and motivated by making a measurable impact on customers, revenue, and the team around them. Our headquarters is in Wisconsin, but we are open to fully remote candidates located in the U.S. who are willing to travel as needed for customer and internal team purposes.
Responsibilities

- Lead, coach, and develop a team of Customer Onboarding Specialists responsible for coordinating, training, and preparing customer databases for successful go-live.

- Establish clear ownership expectations and develop specialists toward greater independence through 1:1s, individualized development plans, coaching, mentorship, and stretch opportunities.

- Drive speed-to-live and speed-to-value by owning the processes, timelines, workflows, and accountability structures that help SMB and mid-market customers successfully go live as quickly as possible.

- Apply strong proje