Customer Onboarding Manager

**At [ShiftCare](https://himalayas.app/companies/shiftcare), our Customer Onboarding Managers help new customers successfully implement [ShiftCare](https://himalayas.app/companies/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](https://himalayas.app/companies/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](https://himalayas.app/companies/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](https://himalayas.app/companies/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](https://himalayas.app/companies/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 improve onboarding playbooks, templates, processes, and internal documentation. * Identify ways to make onboarding more efficient without reducing customer quality. * Contribute to a high-performance onboarding culture focused on outcomes, accountability, and customer success. ### Who You Are You are proactive, confident, organised, and comfortable taking ownership. You do not wait for customers or internal teams to chase you. You drive the process forward. * A strong communicator who is confident leading customer calls and training sessions. * Highly organised and able to manage a high-volume workload of meetings, calls, follow-ups, and CRM tasks. * Proactive, with the ability to spot risks early and take action before problems grow. * A strong problem solver who enjoys working through complex customer scenarios. * Comfortable onboarding both small and larger customers, from **5-seat accounts through to 100+ seat teams**. * Experienced with **HubSpot**, with strong CRM discipline and attention to detail. * Confident documenting customer progress, risks, next steps, and outcomes. * Comfortable creating or appearing in customer-facing videos, webinars, or training content. * Tech-savvy, curious, and genuinely interested in engaging deeply with the product. * Quick to learn new systems, tools, and product concepts, and willing to explore how features work so you can guide customers with confidence. * Patient and empathetic, while still being confident enough to guide customers firmly. * Comfortable working in a fast-paced SaaS or startup environment. * Accountable, reliable, and willing to take ownership of customer outcomes. * Someone who wants to build a long-term career with [ShiftCare](https://himalayas.app/companies/shiftcare) and grow with the team. ### What You’ll Need * 2+ years of experience in onboarding, implementation, customer success, training, support, or a similar customer-facing SaaS role. * Proven experience leading customer calls, training sessions, or implementation meetings. * Strong experience using **HubSpot** or a similar CRM, with excellent hygiene and documentation habits. * Strong English communication skills, especially in phone and video-call environments. * Ability to manage a high volume of customer interactions without losing quality or attention to detail. * Strong problem-solving skills and comfort dealing with complex customer workflows. * A curious mindset and willingness to spend time understanding the product, customer use cases, and better ways of working. * Ability to work independently in a remote environment. * PH-based and able to work **9am–6pm AEST**. * High-speed and stable primary and backup internet connection, minimum 10 Mbps. * A screenshot of your speed test results will be required. ### Nice to Have * Experience onboarding customers in SaaS, health-tech, care management, rostering, scheduling, workforce management, or similar platforms. * Experience creating customer training videos, webinars, walkthroughs, or enablement content. * Experience using tools such as Intercom, ChurnZero, Loom, Zoom, Google Workspace, or Microsoft Office. * Experience improving onboarding processes, playbooks, templates, or internal workflows. * Exposure to healthcare, aged care, disability care, NDIS, home care, or community services. ### What Success Looks Like * Customers complete onboarding with confidence and clarity. * HubSpot is accurate, up to date, and trusted by the team. * Customers understand how to use [ShiftCare](https://himalayas.app/companies/shiftcare) in their day-to-day operations. * Onboarding blockers are identified early and resolved quickly. * You manage a high volume of work without letting quality slip. * You communicate proactively and clearly with both customers and internal teams. * You help improve onboarding processes as the team grows. * You actively engage with the product, understand new features, and bring practical ideas back to the team. ### Why Join [ShiftCare](https://himalayas.app/companies/shiftcare)? * **Fast-Track Growth:** Join a growing company where strong performers are recognised and given opportunities to grow quickly. * **Meaningful Work:** Help care providers improve the way they manage their teams, clients, schedules, and operations. * **Professional Development:** Access training, coaching, and opportunities to build your skills across SaaS, onboarding, customer success, product education, and operations. * **Supportive Team Environment:** Work with a team that values ownership, clear communication, customer outcomes, and continuous improvement. * **Long-Term Opportunity:** We are looking for someone who wants to grow with [ShiftCare](https://himalayas.app/companies/shiftcare) over the next several years, not someone looking for a short-term role. **Final callout:** If you are a confident, proactive, and detail-oriented onboarding professional who enjoys solving customer problems, leading calls, managing a busy workload, and helping customers succeed, we encourage you to apply. We are looking for strong candidates who want to do excellent work, take ownership, and grow with [ShiftCare](https://himalayas.app/companies/shiftcare). Originally posted on [Himalayas](https://himalayas.app)