Sr. Onboarding Manager

YAPI•Dallas, TX

9d•$85,000 - $95,000•Remote

About The Position

The Senior Client Onboarding Manager plays a critical role in delivering a seamless transition from new sale to active, successful platform user. You will own the onboarding experience for healthcare practices adopting the Yapi-DoctorLogic platform, guiding clients through implementation, configuration, training, and initial performance milestones. This role will primarily support our patient engagement solutions, helping healthcare practices successfully implement and adopt tools that improve patient communication, engagement, and practice workflows. The ideal candidate can also flex across patient acquisition onboarding, including website and digital marketing implementations, as business and client needs evolve. As a senior member of the onboarding team, you will be expected to operate with a high degree of autonomy, manage complex or high-touch implementations, exercise sound judgment when navigating ambiguity, and help strengthen onboarding processes and best practices across the organization.

Requirements

5+ years of experience in SaaS onboarding, implementation, client success, account management, project management, or a closely related client-facing role, with demonstrated ownership of complex customer implementations.
Experience onboarding healthcare technology, patient engagement, practice management, patient communication, or comparable SaaS solutions strongly preferred.
Strong communication, presentation, and customer education skills.
Ability to explain technical concepts in clear, accessible language.
Proven ability to manage multiple onboarding projects in a fast-paced environment.
Excellent organization, prioritization, and time-management skills.
High technical aptitude; comfortable learning new software, tools, and workflows quickly.
Strong active listening skills and a passion for helping customers succeed.
Problem-solving mindset with the ability to troubleshoot issues independently before escalating.
Demonstrated ability to operate independently, make sound decisions with incomplete information, and recognize when escalation or additional stakeholder involvement is required.
Experience managing complex client relationships, competing priorities, and implementation risks while maintaining a strong customer experience.

Nice To Haves

Experience working with healthcare practices (dental, medical aesthetics, dermatology, etc.).
Knowledge of operational workflows in practices that use patient communication or marketing platforms.
Familiarity with onboarding metrics such as time-to-value, activation rate, or adoption benchmarks.
Understanding of tiered support processes or software troubleshooting.
Bachelor's degree in Communications, Business, Marketing, or a related field.
Experience with patient engagement platforms, including patient communications, scheduling, forms, reminders, reputation management, or related practice workflows.
Experience with patient acquisition onboarding, including healthcare websites, digital marketing, SEO, content, domains, or website launches.
Experience working across both patient engagement and patient acquisition solutions is highly desirable.

Responsibilities

Lead the transition from Sales to Onboarding by developing a tailored onboarding plan.
Understand each client’s practice structure, workflows, and marketing objectives to customize their onboarding path.
Maintain consistent communication with customers, collecting needed materials and information to keep the project moving.
Independently assess implementation complexity, dependencies, risks, and client readiness and adjust the onboarding approach accordingly.
Lead more complex, high-touch, or multi-stakeholder implementations that require stronger project management and client guidance.
Conduct live training sessions designed to educate practice teams on workflows, settings, and platform features that impact patient communication and marketing success.
Serve as a consultative partner to practices, helping them understand how patient engagement tools can improve communication, operational workflows, patient experience, and adoption across their teams.
When supporting patient acquisition clients, guide practices through website and digital marketing onboarding requirements, including content, assets, approvals, access, and launch readiness.
Adapt training and onboarding strategies based on client sophistication, practice size, workflows, and business objectives rather than relying on a one-size-fits-all approach.
Partner with Technical Support on software installations, configurations, migrations, or website integrations as needed.
Ensure clients meet technical prerequisites (network settings, permissions, devices, browser requirements).
Identify and escalate any roadblocks impacting onboarding timelines or client readiness.
Develop a strong working knowledge of patient engagement configurations, integrations, practice workflows, and common implementation dependencies.
For patient acquisition implementations, coordinate website, domain, content, asset, and other launch requirements with clients and internal teams.
Troubleshoot onboarding issues independently when appropriate, identify root causes, and determine when technical or leadership escalation is necessary.
Guide clients through onboarding milestones, ensuring they meet key deployment, training, and activation benchmarks.
Monitor platform utilization and early performance data to identify gaps or opportunities to improve time-to-value.
Maintain detailed documentation of client progress and key decisions throughout onboarding.
Actively maintain a clear, up-to-date picture of project status, timelines, and outstanding needs.
Own assigned projects from initiation through completion with minimal supervision and consistent client communication.
Navigate and utilize project management tools to track progress, tasks, and milestones.
Proactively identify implementation risks, stalled projects, adoption concerns, and competing priorities and develop a plan to move clients forward.
Manage a portfolio of concurrent implementations while independently prioritizing client needs, deadlines, escalations, and internal dependencies.
Use onboarding data and recurring client themes to identify opportunities to improve time-to-value, adoption, and the overall onboarding experience.
Work closely with Sales, Client Success, Support, Engineering, and Marketing teams to deliver a consistent client experience and contribute to overall company success.
Relay product feedback and common client themes to internal teams to support continuous improvement.
Act as a senior onboarding partner across functions, helping identify gaps between the sales promise, implementation requirements, product capabilities, and the client experience.
Contribute to the development and refinement of onboarding processes, documentation, playbooks, training materials, and best practices.
Share knowledge and provide informal guidance or mentorship to other onboarding team members as needed.
Provide clear communication, education, and support to help clients feel confident and empowered using the platform.
Ensure clients complete onboarding with strong satisfaction scores and are well-prepared for handoff to the ongoing Client Success team.
Assemble, present, refine, and deliver a final product that meets customer expectations and DoctorLogic/Yapi quality standards.
Own difficult client conversations when timelines, expectations, scope, or readiness require resetting, balancing advocacy for the client with business and operational realities.
Ensure handoffs to Client Success include clear documentation of client goals, adoption status, risks, outstanding opportunities, and relevant relationship context.