The Client Onboarding Manager plays a critical role in delivering a seamless transition from new sale to active, successful platform user. You will own the onboarding experience for healthcare practices adopting the Yapi-DoctorLogic platform, guiding clients through implementation, configuration, training, and initial performance milestones.
This role combines project management, customer education, technical coordination, and consultative guidance. You will collaborate closely with Sales, Client Success, Support, and Technical teams to ensure clients achieve time-to-value quickly and are set up for long-term success.
Align early expectations around timeline, required resources, and onboarding goals.
Understand each client’s practice structure, workflows, and marketing objectives to customize their onboarding path.
Establish a strong relationship with each new customer and define the scope of the project in terms of needs, tasks, and required deliverables.
Maintain consistent communication with customers, collecting needed materials and information to keep the project moving.
Conduct live training sessions designed to educate practice teams on workflows, settings, and platform features that impact patient communication and marketing success.
Consult clients on which team members should join each session and best practices for successful adoption.
Deliver an engaging onboarding experience that communicates ROI and moves the client toward early wins.
Partner with Technical Support on software installations, configurations, migrations, or website integrations as needed.
Ensure clients meet technical prerequisites (network settings, permissions, devices, browser requirements).
Identify and escalate any roadblocks impacting onboarding timelines or client readiness.
Guide clients through onboarding milestones, ensuring they meet key deployment, training, and activation benchmarks.
Monitor platform utilization and early performance data to identify gaps or opportunities to improve time-to-value.
Maintain detailed documentation of client progress and key decisions throughout onboarding.
Actively maintain a clear, up-to-date picture of project status, timelines, and outstanding needs.
Own assigned projects from initiation through completion with minimal supervision and consistent client communication.
Navigate and utilize project management tools to track progress, tasks, and milestones.
Cross-Functional Collaboration
Work closely with Sales, Client Success, Support, Engineering, and Marketing teams to deliver a consistent client experience and contribute to overall company success
Relay product feedback and common client themes to internal teams to support continuous improvement.
Customer Experience & Transition to Long-Term Success
Provide clear communication, education, and support to help clients feel confident and empowered using the platform.
Ensure clients complete onboarding with strong satisfaction scores and are well-prepared for handoff to the ongoing Client Success team.
Maintain and grow relationships with new customers throughout their implementation period.
Assemble, present, refine, and deliver a final product that meets customer expectations and Yapi-DoctorLogic quality standards.
1–3 years of experience in SaaS Onboarding, Implementation, Client Success, Account Management, or Software Support
Strong communication, presentation, and customer education skills.
Ability to explain technical concepts in clear, accessible language.
Proven ability to manage multiple onboarding projects in a fast-paced environment.
Excellent organization, prioritization, and time-management skills.
High technical aptitude; comfortable learning new software, tools, and workflows quickly.
Strong active listening skills and a passion for helping customers succeed.
Problem-solving mindset with the ability to troubleshoot issues independently before escalating.
Experience working with healthcare practices (dental, medical aesthetics, dermatology, etc.).
Knowledge of operational workflows in practices that use patient communication or marketing platforms.
Familiarity with onboarding metrics such as time-to-value, activation rate, or adoption benchmarks.
Understanding of tiered support processes or software troubleshooting.
Bachelor's degree in Communications, Business, Marketing, or a related field
Client-Centric Mindset – Passion for helping clients achieve measurable results.
Project Management – Ability to manage multiple onboarding timelines and clients simultaneously.
Technical Aptitude – Comfort navigating installations, configurations, and integrations.
Consultative Communication – Skilled at guiding clients and adjusting messaging based on audience.
Problem Solving – Identifies roadblocks and drives solutions across teams.
Collaboration & Influence – Works effectively across Sales, Success, Support, and Engineering.
Adaptability – Thrives in a dynamic, fast-changing SaaS environment.
Follow-Through – Consistently meets deadlines, SLAs, and onboarding commitments.
Join a team that's transforming healthcare technology. We bring together DoctorLogic's all-in-one marketing platform for medical providers and Yapi's dentist-created practice automation software, serving thousands of practices nationwide. We're in an exciting growth phase. Doubling our customer base while building a fully remote team that values collaboration, transparency, and turning mistakes into valuable learning opportunities. You'll connect with practices across the country, build genuine customer relationships, and work alongside teammates who take ownership and support each other. We're on a mission to become the employer of choice, providing excellent benefits, professional growth opportunities, and the satisfaction of making a real impact in an environmentally sustainable company. If you're looking for a place where your voice matters, innovation thrives, and your work makes a difference in healthcare, this is it.
