Customer Onboarding Manager

At ShiftCare , our Customer Onboarding Managers help new customers successfully implement ShiftCare , adopt best-practice workflows, and get value from the platform as quickly as possible.

This is not a passive support role. We are looking for someone confident, proactive, highly organised, and comfortable managing a high-volume onboarding workload across calls, meetings, follow-ups, HubSpot tasks, training sessions, and customer problem-solving.

You will work with customers ranging from small providers with 5 seats through to larger teams with 100+ seats , helping each customer set up ShiftCare in a way that supports their business, improves their workflows, and gives them confidence from day one.
Grow With Us

We are looking for a PH-based, full-time, dedicated, and passionate Customer Onboarding Manager to join our growing Customer Success team.

You will be a core member of our onboarding function, working closely with Sales, Customer Success, Support, Product, and Operations to deliver a high-quality onboarding experience for every new customer.

This role is remote, but you must be able to work Australian Eastern Standard Time hours, 9am–6pm AEST .
What You’ll Do
1. Customer Onboarding & Implementation

- Lead onboarding for new ShiftCare customers, from smaller teams of around 5 seats through to larger customers with 100+ seats .

- Guide customers through setup, training, workflow design, and best-practice implementation.

- Run onboarding calls, training sessions, check-ins, and follow-up meetings with confidence and structure.

- Help customers understand how to use ShiftCare effectively based on their business needs and operating model.

- Identify potential blockers early and take ownership of getting customers back on track.

2. Workflow Problem-Solving

- Work through complex customer scenarios and translate them into practical ShiftCare workflows.

- Ask strong discovery questions to understand each customer’s operational needs.

- Help customers make good decisions about setup, roles, permissions, processes, scheduling, billing, and care operations.

- Distinguish between training gaps, workflow issues, user error, bugs, and feature requests.

- Escalate issues clearly and appropriately when support from other teams is needed.

3. High-Volume Customer Communication

- Manage a busy onboarding workload across calls, meetings, follow-ups, and admin tasks.

- Stay organised while handling multiple customers at different stages of onboarding.

- Communicate proactively with customers so they know what is happening, what is expected of them, and what comes next.

- Keep momentum high during onboarding and avoid letting customers drift or stall.

- Be comfortable making calls, following up directly, and driving customers toward completion.

4. HubSpot Ownership & CRM Hygiene

- Maintain accurate and detailed onboarding records in HubSpot .

- Keep notes, next steps, customer status, meeting outcomes, risks, and follow-up tasks up to date.

- Use HubSpot consistently to manage your pipeline, prioritise work, and provide visibility to the wider team.

- Treat CRM hygiene as a core part of the role, not an admin afterthought.

- Ensure leadership can clearly understand the status, risks, and progress of your onboarding customers.

5. Training, Enablement & Content

- Deliver clear, confident product training to customers in live sessions.

- Create or contribute to customer-facing enablement content such as short videos, walkthroughs, webinars, templates, and help resources.

- Be comfortable explaining product concepts simply and clearly to different customer types.

- Support customers in adopting underused or newly released features.

- Look for opportunities to improve the onboarding experience through better resources, repeatable processes, and scalable training.

6. Continuous Improvement

- Share customer feedback, onboarding patterns, common blockers, and product insights with the wider team.

- Help