Customer Success Manager - Onboarding

Summary

Join ShiftCare's growing team as a Customer Success Manager - Onboarding! Based in the Philippines, this full-time, remote position focuses on optimizing workflows, analyzing customer support trends, and ensuring exceptional customer experiences. You will own client relationships post-onboarding, providing training, support, and guidance. Success is measured by client health, product usage, and retention. This role requires strong technical aptitude, excellent communication skills, and a proactive approach. ShiftCare offers a collaborative remote work culture, training opportunities, and career development.

Requirements

• 3+ years experience in a customer onboarding, training, or implementation role at a SaaS company
• Strong technical aptitude and ability to learn software tools quickly
• Excellent communication and instructional skills in English – both written and verbal
• A proactive, empathetic, and solution-oriented approach to customer interaction
• Confidence in conducting live screen-sharing sessions and answering questions on the fly
• Empathetic to customer needs, and serve as a trusted adviser
• Be hungry, quick to learn, and quicker to execute
• Be a good communicator, both verbal and written. Able to explain concepts clearly and concisely
• Have a long-term vision of working and growing with a successful start-up and stay with the team for at least 2 to 4 years
• Detail-oriented. Keeping track of notes in our CRM is a must
• Must have a high-speed and stable primary and backup internet connection (at least 10 Mbps). Please note that we will require you to submit a document showing a screenshot of your speed test results

Responsibilities

• Lead 1:1 and group onboarding sessions via video calls, walking new customers through platform setup and best practices
• Design and deliver structured training tailored to each customer's workflows and goals
• Provide hands-on assistance with initial configuration, integrations, and data imports
• Serve as a product expert – translating technical features into clear, easy-to-understand value for customers
• Collect feedback and collaborate with Product & Support to continuously improve the onboarding process
• Maintain accurate records of onboarding progress in CRM tools and follow up consistently to ensure customer success
• Experience with tools such as Intercom, Hubspot, Zoom, Google Workspace, etc
• Be an expert in ShiftCare, so you can guide users and answer their questions
• Keep track of client activity, notes, and next steps clearly inside of HubSpot and ChurnZero
• Pro-actively analyse customer product usage and evaluate account health
• Translate customer data into appropriate actions
• Coordinate resources to drive feature adoption
• Champion software and constantly evaluate usage to make sure our customers are fully utilising product features

Preferred Qualifications

• Experience working with clients in healthcare, disability support, aged care, or similar regulated industries
• Familiarity with workforce scheduling, compliance, or billing software
• Startup experience of 1 to 3 years
• Knowledge in building out CS processes via platforms such as HubSpot, Intercom, ChurnZero

Benefits

• The opportunity to be part of a growing, mission-driven tech company
• Collaborative and supportive remote work culture
• Exposure to global SaaS operations and best practices
• Training and career development opportunities
• Fast-track Growth
• Job Security
• Professional Development Opportunities