Manager, Customer Onboarding

Reserv•Atlanta, GA

1d•Remote

About The Position

We are hiring a Manager, Customer Onboarding to lead and scale our customer onboarding function at Reserv. This is a player-coach role — you will lead a team of Onboarding Specialists while also managing complex client onboardings directly (especially for large or enterprise accounts). You will own the design and execution of a standardized, repeatable, and value-focused onboarding process that reduces friction, sets clear expectations, and accelerates time-to-value for customers. This is a highly cross-functional role that interfaces with Sales, Claims, Claims Ops, Product, Engineering, Data, and Account Management — and requires someone who can drive both strategic improvements and day-to-day delivery.

Requirements

Have 5+ years of experience in onboarding, implementation, management consulting, or external project management (ideally at a TPA, Insurtech, tech-enabled services firm, or SaaS company).
Have experience managing a team while also owning projects or clients directly.
Have strong project management and process optimization skills.
Are proactive, organized, and detail-oriented — and always looking for a better way to do things.
Are confident facilitating executive-level discussions, especially around timelines, scope, or trade-offs.
Are able to drive engagement and accountability across cross-functional teams
Thrive in fast-moving, cross-functional environments and know how to translate ambiguity into structure.

Responsibilities

Lead a team of Onboarding Specialists, including coaching, performance management, and professional development.
Own and lead high-impact or complex client onboardings directly as needed.
Serve as the point of accountability for all onboarding timelines, quality, and stakeholder communications.
Champion a culture of operational excellence and client-first thinking.
Build and maintain the Onboarding Playbook: a structured, repeatable framework that outlines key phases, owners, inputs, outputs, dependencies, and timelines.
Define the data, requirements, and documentation needed from customers upfront to drive clarity and consistency.
Establish and enforce clear expectations with customers on what Reserv will and will not do — including tech enhancements, reporting, and custom configurations.
Ensure every onboarding includes a documented go-live plan, milestone tracking, and handoff process to the Customer Success team.
Monitor and improve key onboarding KPIs including: Time-to-Value (TTV) Time-to-Go-Live Onboarding cycle time by segment CSAT / client feedback SLA adherence and internal handoff quality
Analyze trends in onboarding delays, escalations, or missed expectations and continuously improve the process.

Benefits

Generous health-insurance package with nationwide coverage, vision, & dental
401(k) retirement plan with employer matching
Competitive PTO policy – we want our employees fresh, healthy, happy, and energized!
Generous family leave policy after 8 months of continuous work
Work from anywhere to facilitate your work life balance
Apple laptop, large second monitor, and other quality-of-life equipment you may want. Technology is something that should make your life easier, not harder!
The opportunity to lead and shape a core function at one of the most innovative, high-growth companies in claims administration.
A collaborative environment that values transparency, ownership, and operational rigor.
A chance to partner with major MGAs and carriers to improve the insurance experience at scale.
A team culture that values learning, iteration, and real customer impact.