Customer Onboarding Manager

practice-by-numbers | Healthcare software

2d 12h ago

Remote In-Country

Full Time

United States of America

About Practice by Numbers

Practice by Numbers is a leading SaaS company revolutionizing Healthcare Business Management Solutions (BMS SaaS) for dental practices. With nearly eight figures in revenue and a history of exceptional organic growth, we’ve built our success through product excellence, inbound-driven sales, and an obsession with customer outcomes.

We offer a full suite of analytics, patient communication, VOIP, and AI-powered tools that empower dental teams to increase productivity, deepen patient engagement, and streamline operations across solo practices, group practices, and DSOs.

Whether it’s PracticeIQ for intelligent analytics, Patient Communication, PbN Payments, PbN VOICE for VOIP-enabled call performance, or Call AI for conversation intelligence, our products are deeply integrated, modern, and designed to scale with growing practices.

Our Culture

We’re curious, collaborative, and customer-obsessed. At Practice by Numbers, you’ll work alongside high-performing engineers, onboarding specialists, and product thinkers who care deeply about transforming dental practices.

Our values:

Transparency: We communicate honestly—with our teams and our customers.

Accountability: We own our outcomes and always seek improvement.

Innovation: We challenge norms and pursue better ways.

Empathy: We approach problems from the user’s lens.

Role Overview:

The Customer Onboarding Manager (COM) delivers a high-touch, outcome-driven onboarding experience rooted in expertise and customer empathy. You will guide new customers through a strategic, prescriptive onboarding journey—starting with understanding their business goals, then mapping features to outcomes rather than chasing feature checklists.

This role blends customer education, product training, intelligent discovery, proactive accountability, and best-practice enablement.

Key Responsibilities:

Customer Discovery & Kickoff Strategy

Conduct pre-kickoff research using CRM (HubSpot), Gong sales calls, and account history to identify key customer goals, pain points, and feature priorities.

Lead kickoff meetings focused not on “what features they want,” but on what outcomes they need. Avoid letting the customer drive every decision—be prescriptive.

Present a guided onboarding plan: “Based on your practice goals, here are three capabilities we’ll enable first.” This ensures rapid, focused adoption and avoids unnecessary complexity.

Set the pace, sequence training strategically, and use proven best practices rather than allowing scattered customer-led setups.

Smart Training & Feature Rollout:

Create a smart training plan that delivers quick wins by prioritizing high-impact features first—then progressively enabling supporting features.

Deliver hands-on training via live walkthroughs, recorded demos, and guided implementation sessions.

Ensure customers complete required learning modules before go-live. Track completion and hold teams accountable for education.

Post-Onboarding Enablement & Expansion:

Monitor feature adoption, training progress, and engagement health throughout onboarding.

Collaborate with Product, CS, and Sales to identify upsell and expansion opportunities that emerge organically through early wins.

Ensure smooth transition to the Customer Success team with detailed context and adoption summaries.

Metrics, Feedback & Continuous Improvement:

Track onboarding KPIs (TTV, adoption, compliance) and flag at-risk accounts proactively.

Use customer insights to refine the onboarding journey, reduce complexity, and advocate for scalable patterns.

Maintain and contribute to internal documentation and onboarding resources.

Key Metrics You’ll Own:

Time-to-Value (TTV): Avg. time to first meaningful feature adoption.

Feature Prioritization Accuracy: % of accounts adopting top-3 stated features within 30 days.

Training Completion Rate: % of users completing modules before go-live.

Onboarding Completion Rate: % of customers who complete all onboarding milestones.

Onboarding CSAT/NPS: Satisfaction with onboarding experience.

Expansion Readiness Score: Qualitative score measuring account maturity at handoff.

Qualifications:

2–4 years in SaaS onboarding, customer success, or implementation roles.

Strong ability to synthesize customer information from CRM, sales calls, and onboarding data.

Experience using HubSpot, Rocketlane, LMS platforms, and screen-sharing tools.

Excellent project management and customer communication skills.

Background in dental software (Open Dental, Eaglesoft, Dentrix) is a plus.

Strong sense of ownership, curiosity, and a passion for delivering outcomes over checklists.

What We Offer:

Impactful Work: Help dental teams transform operations and unlock immediate value.

Modern Stack: Work with AI, VOIP, cloud platforms, and integrations that power leading-edge SaaS.

Customer-Centric Mission: Your work directly shapes how customers experience and succeed with our platform.

Competitive Compensation: Market-aligned salary, performance bonuses, and equity potential.

Benefits & Perks: Health insurance, generous PTO, wellness perks, and retirement savings options.

Growth-Driven Culture: Scale with the business—leadership opportunities await those who own outcomes.

Required Skills

hubspotgong

Required Languages

🇬🇧 English