Customer Onboarding Manager II

Company Description

At Casebook PBC, our software makes people’s lives better. We are committed to empowering community well-being through adaptive, research-based, and practice-driven technology. Designed to “help the helpers,” our innovative and award-winning SaaS solutions enhance outcomes in human services. We continually expand and evolve the Casebook Platform, aiming to support more agencies and inspire industry-wide innovation.

We are dedicated to fostering a multicultural, unprejudiced, and welcoming workplace where everyone feels included and valued. We believe that different perspectives, backgrounds, and experiences strengthen our ability to innovate and serve our clients effectively. Every employee is respected and empowered to contribute at their highest potential. Our commitment goes beyond providing opportunities—we actively create an environment where everyone has the support, resources, and recognition they need to thrive.

Job Description

OVERVIEW:

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.

CASEBOOK VALUES

• Impact: We strive to help improve the lives of vulnerable children, adults, families, and communities.

• Customer Commitment: We provide ground-breaking human services software products and exceptional customer experiences shaped by organizational needs and best practices.

• Teamwork: We collaborate with team members, customers, and other partners with mutual respect, encouraging meaningful relationships and open communication.

• Innovation: We find new ways to grow our product, company, and each other.

• Accountability: We accept responsibility for our actions, holding ourselves accountable for results.

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.

KEY ACTIVITIES:

• Manage 15–20 active onboarding projects concurrently.

• Support customer setup, configuration, and integrations.

• Run adoption workshops that drive measurable results.

• Track milestones and report progress.

• Identify and pursue advocacy opportunities early in the relationship

Qualifications

EDUCATION AND/OR EXPERIENCE:

• 3+ years is SaaS onboarding, implementation, customer success, or project management. 

REQUIRED TECHNICAL / OTHER SKILLS AND ABILITIES:

• 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, with the ability to turn that knowledge into effective onboarding strategies.

Nice-to-Have:

• 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.

Attributes for Success:

• Passionate about customer experience and motivated by helping the helpers.

• Focused on ensuring customers achieve early success that sets them up for long-term impact.

• Highly organized and able to manage multiple projects at once.

• Comfortable in a fast-paced, evolving environment.

• Strong problem-solver with a strategic mindset.

• Collaborative team player who can influence across teams.

REQUIRED TECHNICAL/OTHER SKILLS AND ABILITIES:

• Community platform tools

• Email marketing tools

• Analytics and reporting

• Event management tools

• CRM familiarity

• Community engagement & moderation

• Customer advocacy development

• Cross-functional collaboration

• Strategic thinking & innovation

Additional Information

Why Join Us?

• Casebook PBC is proud to be a certified Great Place to Work: https://www.greatplacetowork.com/certified-company/7015438

• Competitive salary and benefits.

• Opportunities for professional growth and development.

• Collaborative and supportive team environment.

• The chance to make a real difference by supporting those who help others.

Compensation:  $80,000 - 90,000 Salary + Bonus + Benefits + Equity
 

Demo of Casebook: https://play.goconsensus.com/ac9bc58df

In addition to salary and sales commission, this position includes a full benefits package including employer funded health insurance for you and a spouse, 401k, and three weeks vacation time.