Customer Onboarding Manager II

Casebook PBC

106d • $80,000 - $90,000

About The Position

A team member at Casebook PBC plays a key role in advancing our mission to build technology to accelerate the end of poverty. They are dedicated to Casebook's vision: building and promoting the human services global operating system to accelerate the end of poverty. This individual exemplifies the Casebook values and works collaboratively to achieve the organization's goals. We are looking for a proactive and customer-focused Onboarding Manager to lead new customers from contract signing through their first major win on our platform. You will be the first post-sale contact and trusted advisor, ensuring implementations deliver measurable outcomes. In this role, you are empowered to set customers up for success. By helping them achieve early milestones, you enable them to reach their missions and serve their communities more effectively. You will work closely with Sales, RevOps, Customer Success, Support, and Marketing.

Requirements

• 3+ years in SaaS onboarding, implementation, customer success, or project management.
• Experience leading onboarding or implementation projects at a B2B SaaS company.
• Proven ability to manage multiple projects and priorities.
• Skilled at guiding customers through technology adoption and early wins.
• Strong communication skills with the ability to simplify complex concepts.
• Understanding of the operations, terminology, and challenges unique to human services organizations.

Nice To Haves

• Background in human services, nonprofit, or government organizations (can substitute this experience for up to a year of SaaS experience).
• Experience with platforms such as HubSpot, ChurnZero, Gainsight, Salesforce, or similar.

Responsibilities

• Guide customers from sales handoff through 'Value One'—their first meaningful win with Casebook.
• Lead discovery, kickoff, and implementation sessions to set a strong foundation.
• Build trust by tailoring onboarding to each customer’s goals and challenges.
• Define measurable success criteria and track progress throughout onboarding and initial adoption.
• Ensure customers are trained, adopting key workflows, and achieving desired outcomes.
• Collaborate closely with Sales, RevOps, Marketing, Product, and Support to continually improve the onboarding journey.
• Equip customers with the tools and support they need to get their entire team up and running successfully.
• Document progress and ensure a seamless handoff to the CSM.

Benefits

• Competitive salary and benefits.
• Opportunities for professional growth and development.
• Collaborative and supportive team environment.
• Employer funded health insurance for you and a spouse.
• 401k.
• Three weeks vacation time.
• Salary range of $80,000 - $90,000 + Bonus + Benefits + Equity.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 11-50 employees