**Onboarding Manager - £40-45K base + benefits – Newcastle Upon Tyne**
We are a recruiting on behalf of a growing software company who are seeking an Onboarding Manager to own and lead the full customer onboarding journey. You will ensure that every client migrating from a legacy system to their platform experiences a smooth, structured, and positive transition.
This is an active delivery role — you will be directly involved with customers and internal teams throughout each onboarding project, not simply coordinating from a distance. You will take ownership of tasks, guide customers through the process, and ensure that each project runs efficiently from start to finish.
Key Responsibilities:
* Own and deliver the end-to-end onboarding process from contract signature through to handover to Business-as-Usual (BAU) support and Account Management.
* Function as the primary point of contact for customers during onboarding, building strong relationships and ensuring their needs are met throughout the process.
* Work firsthand with each project — assisting customers directly, supporting data validation, configuring system settings, managing integrations, and ensuring readiness for go-live.
* Plan and manage migrations of patient data, settings, and integrations from their previous practice management software into our platform, working closely with the Data Conversions team to ensure data accuracy and minimal disruption.
* Coordinate internal teams (Sales, Data Migration, Training, Support, and Account Management) to deliver a seamless onboarding experience.
* Develop and maintain onboarding plans, timelines, and communication plans for each customer to ensure expectations are clear and milestones are achieved.
* Monitor onboarding progress and customer readiness, proactively identifying risks or issues and driving timely resolution.
* Lead customer communications throughout the onboarding and hypercare period, ensuring customers feel understood, supported, informed, and confident using our software.
* Collect and share feedback from customers and internal teams to continuously improve the onboarding process, tools, and documentation, as well as inform future product improvements.
* Define and track key onboarding metrics (e.g., customer satisfaction, data migration quality, time to go live, etc.).
Essential skills and experience:
* Proven experience managing customer onboarding, implementation, or project delivery in a SaaS or software environment.
* A firsthand approach — comfortable getting involved in the detail, working directly with customers, and taking ownership of key onboarding activities.
* Strong project management and communication skills, with the ability to manage multiple customers and priorities simultaneously.
* Experience working with data migrations, training, or customer support teams is highly desirable.
* A customer-first mindset with a focus on delivering exceptional experiences.
* Organised, initiative-taking, and comfortable working in a fast-paced, small-company environment.