Senior Manager, DSO Onboarding

Summary

Join our team as a Senior Manager of Onboarding, Enterprise and lead a team of 5 Onboarding Specialists to ensure enterprise dental customers achieve early adoption milestones and graduate from onboarding within 60 days at a rate exceeding 95%. You will drive execution of the onboarding process, coach team members, and ensure customers receive a high-quality onboarding experience. This role is key to accelerating customer time-to-value and collaborating cross-functionally to improve processes. You will design and refine the enterprise onboarding journey, develop training content, define onboarding milestones, and track progress against goals. Furthermore, you will monitor accounts for risks, collaborate with other teams for seamless customer experience, and own onboarding reporting and metrics. This position requires strong leadership, analytical, and communication skills.

Requirements

• Experience: 6+ years in Customer Success, Account Management, or related roles, with 2-3+ years in a leadership position managing teams
• Industry Knowledge: Experience in SaaS, with preference for dental or healthcare industry experience
• Leadership Skills: Demonstrated ability to lead customer-facing teams to adoption and retention goals
• Onboarding Focus: Strong track record of driving customer retention and mitigating churn in Enterprise and Mid-Market segments
• Strategic Thinking: Demonstrated experience in developing and executing customer onboarding strategies to enhance retention and growth
• Analytical Skills: Data-driven mindset with experience in performance reporting and using metrics to inform decisions
• Communication: Excellent interpersonal and communication skills, with the ability to influence and collaborate across functions and manage up
• Education: Bachelor’s degree required; MBA or equivalent advanced degree is a plus

Responsibilities

• Coach and support a team of 5 DSO Onboarding Managers focused on successful enterprise implementations
• Set clear expectations around onboarding metrics like time to first value, graduation timeline, and adoption benchmarks
• Drive accountability and proactive customer engagement across the team
• Deliver regular feedback and support career development planning
• Design and continuously refine the enterprise onboarding journey and related playbooks to support scalable, high-impact implementations
• Ensure the onboarding team follows standardized processes while maintaining flexibility to meet customer needs
• Develop training and enablement content that promotes high adoption and customer engagement
• Provide input on improvements based on frontline experience and customer feedback
• Define onboarding milestones and graduation criteria, and track progress against these goals
• Recommend and implement process optimizations, including workflow automation and tool enhancements
• Design onboarding-specific KPIs and maintain reporting dashboards to monitor performance and identify trends
• Monitor onboarding accounts for early signs of risk and lead the team in proactive mitigation strategies
• Encourage a culture of early escalation and problem-solving to reduce churn risk
• Collaborate with Customer Success to align early engagement efforts with long-term account goals
• Partner with Sales, Product, Support, and Post-Onboarding Customer Success to ensure a seamless customer experience
• Participate in internal discussions and planning sessions to represent onboarding execution needs
• Support smooth transitions from onboarding to post-onboarding success by aligning on handoff processes
• Own onboarding reporting, including the design of KPIs, dashboards, and team activity metrics
• Share key insights with the VP and identify patterns to inform broader strategies
• Lead action planning efforts when team performance metrics fall short of expectations

Benefits

• Flexible Time Off + 10 paid holidays
• Competitive Medical, Dental & vision offerings, including free medical premiums for employees, with buy up plan options, AND we match your HSA contributions
• Company sponsored Life, Disability & AD&D
• Mental Health support programs, Cellphone & Gym membership Discounts
• 100% Paid Parental Leave
• 401K Retirement savings plan with company match up to 5.5% + unlimited access to financial advisors
• Tuition Reimbursement program
• Flexible work location for most roles (in-office, work-from-home, or hybrid