Job description
Company Overview: We are the leading player in the SaaS analytics and workflow space for dental practices, launched in 2015 to help dentists manage and grow their practices. Our best-in-class tech makes it more fulfilling to be a dental professional and easier to be a patient. Nearly 9,000 dental practices utilize our platform to practice smarter, generating an average top-line production increase of 50% in the first 12 months. Whether a practice wants a comprehensive 2-year growth plan or simply a more effective Morning Huddle, we take the busy work out of growth. Our platform helps practices find patients, schedule them, follow up, collect payments, file their forms, design their treatment plans, and so much more. If the profile below sounds like you - let’s talk!
Position Overview:
The Senior Manager of Onboarding, Enterprise will report to the Vice President of Customer Success – Enterprise and Partner and is responsible for managing a team of 5 Onboarding Specialists. This role ensures that enterprise dental customers achieve early adoption milestones and graduate from onboarding within 60 days at a rate exceeding 95%.
This leader will focus on driving execution of the onboarding process, coaching team members on best practices, and ensuring customers receive a high-quality, value-driven onboarding experience. The Senior Manager plays a key role in accelerating customer time-to-value and collaborating cross-functionally to align on process improvements.
Outcomes You’ll Own
Team Leadership and Execution
Coach and support a team of 5 DSO Onboarding Managers focused on successful enterprise implementations.
Set clear expectations around onboarding metrics like time to first value, graduation timeline, and adoption benchmarks.
Drive accountability and proactive customer engagement across the team.
Deliver regular feedback and support career development planning.
Customer Onboarding Execution
Design and continuously refine the enterprise onboarding journey and related playbooks to support scalable, high-impact implementations.
Ensure the onboarding team follows standardized processes while maintaining flexibility to meet customer needs.
Develop training and enablement content that promotes high adoption and customer engagement.
Provide input on improvements based on frontline experience and customer feedback.
Operational Support and Process Improvement
Define onboarding milestones and graduation criteria, and track progress against these goals.
Recommend and implement process optimizations, including workflow automation and tool enhancements.
Design onboarding-specific KPIs and maintain reporting dashboards to monitor performance and identify trends.
Retention and Risk Mitigation
Monitor onboarding accounts for early signs of risk and lead the team in proactive mitigation strategies.
Encourage a culture of early escalation and problem-solving to reduce churn risk.
Collaborate with Customer Success to align early engagement efforts with long-term account goals.
Cross-Team Collaboration
Partner with Sales, Product, Support, and Post-Onboarding Customer Success to ensure a seamless customer experience.
Participate in internal discussions and planning sessions to represent onboarding execution needs.
Support smooth transitions from onboarding to post-onboarding success by aligning on handoff processes.
Reporting and Metrics
Own onboarding reporting, including the design of KPIs, dashboards, and team activity metrics.
Share key insights with the VP and identify patterns to inform broader strategies.
Lead action planning efforts when team performance metrics fall short of expectations.
What you’ll need to get the job done:
Experience: 6+ years in Customer Success, Account Management, or related roles, with 2-3+ years in a leadership position managing teams.
Industry Knowledge: Experience in SaaS, with preference for dental or healthcare industry experience.
Leadership Skills: Demonstrated ability to lead customer-facing teams to adoption and retention goals.
Onboarding Focus: Strong track record of driving customer retention and mitigating churn in Enterprise and Mid-Market segments.
Strategic Thinking: Demonstrated experience in developing and executing customer onboarding strategies to enhance retention and growth.
Analytical Skills: Data-driven mindset with experience in performance reporting and using metrics to inform decisions.
Communication: Excellent interpersonal and communication skills, with the ability to influence and collaborate across functions and manage up.
Education: Bachelor’s degree required; MBA or equivalent advanced degree is a plus.
What You’ll Love About Us
Flexible Time Off + 10 paid holidays
Competitive Medical, Dental & vision offerings, including free medical premiums for employees, with buy up plan options, AND we match your HSA contributions.
Company sponsored Life, Disability & AD&D
Mental Health support programs, Cellphone & Gym membership Discounts
100% Paid Parental Leave
401K Retirement savings plan with company match up to 5.5% + unlimited access to financial advisors.
Tuition Reimbursement program
Flexible work location for most roles (in-office, work-from-home, or hybrid
