Manager, Client Onboarding and Implementation

About the Role

Lead the strategy and execution of end-to-end onboarding for veterinary clinics, ensuring their success on our platform and mentoring a high-performing team.

Responsibilities

• Lead, coach, and develop a team of 5+ Onboarding Specialists, driving accountability and a high standard of client delivery.
• Own the overall implementation strategy and lifecycle—from project planning frameworks to go-live execution.
• Serve as the escalation point and key liaison between veterinary clinics and internal teams, ensuring a seamless and consultative onboarding experience.
• Define team-wide project goals, success metrics, and delivery standards aligned with client needs and business priorities.
• Guide clinics through complex migrations of existing workflows onto a new platform, providing both strategic direction and hands-on support.
• Build, refine, and scale project management processes, templates, and tooling used across the team.
• Oversee training delivery and support your team in troubleshooting configuration, data imports, and integrations.
• Maintain clear, executive-level communication with internal stakeholders and client leadership.
• Partner with Product and Engineering to influence the implementation workflow and champion the needs of clients and your team.

Requirements

• Bachelor's degree.
• 4+ years managing complex software implementation projects, preferably in a SaaS or tech-enabled services environment, with at least 2 years in a people management role.
• Proven experience leading and developing high-performing teams in a fast-paced environment.
• Strong organizational skills and the ability to manage team capacity across multiple concurrent client engagements.
• Exceptional written and verbal communication skills with both technical and non-technical audiences, including executive stakeholders.
• Proficiency in project management tools and experience building scalable processes, timelines, and reporting frameworks.
• Willingness to travel to client sites as needed (up to 10–15%).

Nice-to-Haves

• Experience working with clinics, healthcare providers, or other medical environments.