Onboarding Lead

Summary

Join ZERO TO THREE as the HealthySteps Onboarding Lead and play a pivotal role in providing exceptional onboarding experiences for new HealthySteps sites. You will serve as the primary point of contact, guiding prospective sites through the exploration process, ensuring a smooth transition, and fostering long-term engagement. Responsibilities include leading onboarding calls, tracking site progress, troubleshooting issues, and coordinating with internal teams. You will build strong relationships with sites, develop tailored success plans, and ensure a seamless handoff to implementation and retention teams. This role requires strong communication, project management, and problem-solving skills, along with experience in customer success or a related field. The ideal candidate will have a passion for improving the lives of infants and toddlers and a commitment to providing high-quality support.

Requirements

• 5-7 years of experience in onboarding support, technical assistance, customer success, or client-facing program/project coordination, ideally in health care, early childhood or human services settings
• Demonstrated orientation toward customer success principles including commitment to customer satisfaction, proactive engagement, and relationship-centered support. Experience applying customer success practices in health care, early childhood, or systems-change work is a plus
• Demonstrated ability to lead early-stage partnership conversations with professionalism and clarity to help prospective customers assess fit, navigate complexity, and build confidence in adopting new systems
• Strong facilitation and problem-solving skills, including guiding customers through readiness-related conversations, navigating implementation concerns, and removing barriers to implementation
• Exceptional project coordination and execution skills, with experience managing cross-functional workflows, tracking multiple timelines, and ensuring follow-through
• Experience working across teams, particularly in roles that require aligning policy, operations, finance and quality functions toward shared outcomes
• Experience designing or improving systems and tools to support repeatable, high-quality customer experiences (e.g., onboarding protocols, resource guides, feedback loops)
• Comfort using operational or experience data such as time-to-milestone trends and onboarding task completion to identify friction points, monitor site pacing, flag site risk, and coordinate support
• Excellent verbal, interpersonal, and written communication skills
• Bachelors degree required, advanced degree in public health, social work, education, public administration, or a related field preferred

Responsibilities

• Serve as the primary point of contact for prospective and onboarding sites during the Exploration Stage by leading the Introductory and Goodness-of-Fit calls, determining when prospective sites are ready for the Data Systems Overview call, and ensuring timely coordination with the Data Training and Technical Assistance (TTA)
• Lead early site onboarding conversations with clarity, professionalism, and respect while helping sites understand the model, assess their fit, and feel supported in making an informed decision to move forward with implementing the HealthySteps model
• Build trust through clear, timely communication and responsive follow-up to ensure sites consistently feel valued, supported, and guided through the onboarding process
• Guide and track each site’s progress through the onboarding process, helping them navigate key steps, remain organized, and maintain momentum. Track progress using Salesforce, identify and resolve potential delays or friction points, and ensure timely follow-up on action items
• Serve as a proactive troubleshooter, identifying site-specific onboarding risks, (e.g., staffing instability, workflow barriers, funding issues) and coordinating internal National Office responses to maintain pace and site engagement
• Coordinate Exploration stage efforts across HealthySteps National Office staff, aligning activities across Quality, Policy & Finance, Research & Evaluation, Product and Operations+ Teams to reduce friction, clarify roles, and ensure seamless execution of site onboarding efforts
• Develop and maintain tailored Customer Success Plans for each onboarding site focused on surfacing site goals, partnership preferences and key support needs. These plans complement the Implementation Plan by offering a relational and strategic view of each site’s experience, helping inform HealthySteps National Office cross-team collaboration and customer-centered onboarding support
• Maintain engagement with sites during contracting to ensure continuity in communication and partnership. Collaborate with Operations+ Team to monitor contracting progress and prepare for a seamless transition to the assigned Implementation TTA staff for training once contracting is complete
• Deliver warm handoffs to Implementation TTA staff and later to the Retention Lead to ensure the site is well supported at each stage transition
• Ensure continuity of site experience and customer success support during model implementation (after formal handoff to Implementation TTA staff). While Implementation TTAs serve as the primary contact during active implementation and provide implementation guidance, the Onboarding Lead remains engaged as a customer success advocate by tracking site health indicators, resolving emerging issues, and helping maintain consistency in how the site experiences HealthySteps across teams
• Serve as a resource to the Policy & Finance Team during recruitment, offering implementation guidance, clarifying model expectations, and supporting consistent messaging about onboarding and model fidelity. Help prospective sites receive accurate, aligned information to support decision-making
• Lead onboarding coordination for high-profile or large-scale cohorts ensuring tailored planning, streamlined execution, and alignment with external funder or partner expectations. Serve as a point of connection between site-facing teams and other National Office staff to ensure smooth, responsive rollouts
• Operationalize dual-focused onboarding by integrating fidelity expectations with customer success principles that prioritize site engagement, satisfaction, and early confidence in adopting the model
• Facilitate and document Goodness-of-Fit (GoF) site calls as growth-oriented opportunities, helping prospective sites navigate readiness questions and considerations while preserving momentum and building relational trust
• Design and continuously improve Exploration stage tools and resources, including protocols, checklists, dashboards, guides, and communication templates while balancing structure with flexibility to adapt to each site’s context and needs
• Contribute to onboarding CQI-related efforts by monitoring satisfaction scores, time-to-installation trends, and key onboarding milestones (e.g., GoF completion, team engagement). Use data and feedback loops to drive continuous improvement efforts
• Model emotionally intelligent site engagement, including active listening, validating concerns, and ensuring follow-though. Uphold a professional, supportive tone that reinforces HealthySteps’ commitment to partnership
• Prioritize clarity, responsiveness, and care in how onboarding is structured and delivered and in how the Onboarding Lead engages with sites and other National Office staff
• Perform other duties as assigned to support the efficient and effective functioning of the onboarding process, the broader customer success strategy, and the HealthySteps program

Preferred Qualifications

• Familiarity with the HealthySteps model (or similar model), preferred
• Experience with Salesforce, preferred

Benefits

Medical, dental, vision, HRA, retirement contributions, generous leave benefits