Customer Onboarding Manager

At ShiftCare, our Customer Onboarding Managers help new customers successfully implement ShiftCare, adopt best-practice workflows, and get value from the platform as quickly as possible.

This is not a passive support role. We are looking for someone confident, proactive, highly organised, and comfortable managing a high-volume onboarding workload across calls, meetings, follow-ups, HubSpot tasks, training sessions, and customer problem-solving.

You will work with customers ranging from small providers with 5 seats through to larger teams with 100+ seats, helping each customer set up ShiftCare in a way that supports their business, improves their workflows, and gives them confidence from day one.

Grow With Us

We are looking for a PH-based, full-time, dedicated, and passionate Customer Onboarding Manager to join our growing Customer Success team.

You will be a core member of our onboarding function, working closely with Sales, Customer Success, Support, Product, and Operations to deliver a high-quality onboarding experience for every new customer.

This role is remote, but you must be able to work Australian Eastern Standard Time hours, 9am–6pm AEST.

What You’ll Do

1. Customer Onboarding & Implementation

• Lead onboarding for new ShiftCare customers, from smaller teams of around 5 seats through to larger customers with 100+ seats.
• Guide customers through setup, training, workflow design, and best-practice implementation.
• Run onboarding calls, training sessions, check-ins, and follow-up meetings with confidence and structure.
• Help customers understand how to use ShiftCare effectively based on their business needs and operating model.
• Identify potential blockers early and take ownership of getting customers back on track.

2. Workflow Problem-Solving

• Work through complex customer scenarios and translate them into practical ShiftCare workflows.
• Ask strong discovery questions to understand each customer’s operational needs.
• Help customers make good decisions about setup, roles, permissions, processes, scheduling, billing, and care operations.
• Distinguish between training gaps, workflow issues, user error, bugs, and feature requests.
• Escalate issues clearly and appropriately when support from other teams is needed.

3. High-Volume Customer Communication

• Manage a busy onboarding workload across calls, meetings, follow-ups, and admin tasks.
• Stay organised while handling multiple customers at different stages of onboarding.
• Communicate proactively with customers so they know what is happening, what is expected of them, and what comes next.
• Keep momentum high during onboarding and avoid letting customers drift or stall.
• Be comfortable making calls, following up directly, and driving customers toward completion.

4. HubSpot Ownership & CRM Hygiene

• Maintain accurate and detailed onboarding records in HubSpot.
• Keep notes, next steps, customer status, meeting outcomes, risks, and follow-up tasks up to date.
• Use HubSpot consistently to manage your pipeline, prioritise work, and provide visibility to the wider team.
• Treat CRM hygiene as a core part of the role, not an admin afterthought.
• Ensure leadership can clearly understand the status, risks, and progress of your onboarding customers.

5. Training, Enablement & Content

• Deliver clear, confident product training to customers in live sessions.
• Create or contribute to customer-facing enablement content such as short videos, walkthroughs, webinars, templates, and help resources.
• Be comfortable explaining product concepts simply and clearly to different customer types.
• Support customers in adopting underused or newly released features.
• Look for opportunities to improve the onboarding experience through better resources, repeatable processes, and scalable training.

6. Continuous Improvement

• Share customer feedback, onboarding patterns, common blockers, and product insights with the wider team.
• Help improve onboarding playbooks, templates, processes, and internal documentation.
• Identify ways to make onboarding more efficient without reducing customer quality.
• Contribute to a high-performance onboarding culture focused on outcomes, accountability, and customer success.

Who You Are

You are proactive, confident, organised, and comfortable taking ownership. You do not wait for customers or internal teams to chase you. You drive the process forward.

• A strong communicator who is confident leading customer calls and training sessions.
• Highly organised and able to manage a high-volume workload of meetings, calls, follow-ups, and CRM tasks.
• Proactive, with the ability to spot risks early and take action before problems grow.
• A strong problem solver who enjoys working through complex customer scenarios.
• Comfortable onboarding both small and larger customers, from 5-seat accounts through to 100+ seat teams.
• Experienced with HubSpot, with strong CRM discipline and attention to detail.
• Confident documenting customer progress, risks, next steps, and outcomes.
• Comfortable creating or appearing in customer-facing videos, webinars, or training content.
• Tech-savvy, curious, and genuinely interested in engaging deeply with the product.
• Quick to learn new systems, tools, and product concepts, and willing to explore how features work so you can guide customers with confidence.
• Patient and empathetic, while still being confident enough to guide customers firmly.
• Comfortable working in a fast-paced SaaS or startup environment.
• Accountable, reliable, and willing to take ownership of customer outcomes.
• Someone who wants to build a long-term career with ShiftCare and grow with the team.

What You’ll Need

• 2+ years of experience in onboarding, implementation, customer success, training, support, or a similar customer-facing SaaS role.
• Proven experience leading customer calls, training sessions, or implementation meetings.
• Strong experience using HubSpot or a similar CRM, with excellent hygiene and documentation habits.
• Strong English communication skills, especially in phone and video-call environments.
• Ability to manage a high volume of customer interactions without losing quality or attention to detail.
• Strong problem-solving skills and comfort dealing with complex customer workflows.
• A curious mindset and willingness to spend time understanding the product, customer use cases, and better ways of working.
• Ability to work independently in a remote environment.
• PH-based and able to work 9am–6pm AEST.
• High-speed and stable primary and backup internet connection, minimum 10 Mbps.
• A screenshot of your speed test results will be required.

Nice to Have

• Experience onboarding customers in SaaS, health-tech, care management, rostering, scheduling, workforce management, or similar platforms.
• Experience creating customer training videos, webinars, walkthroughs, or enablement content.
• Experience using tools such as Intercom, ChurnZero, Loom, Zoom, Google Workspace, or Microsoft Office.
• Experience improving onboarding processes, playbooks, templates, or internal workflows.
• Exposure to healthcare, aged care, disability care, NDIS, home care, or community services.

What Success Looks Like

• Customers complete onboarding with confidence and clarity.
• HubSpot is accurate, up to date, and trusted by the team.
• Customers understand how to use ShiftCare in their day-to-day operations.
• Onboarding blockers are identified early and resolved quickly.
• You manage a high volume of work without letting quality slip.
• You communicate proactively and clearly with both customers and internal teams.
• You help improve onboarding processes as the team grows.
• You actively engage with the product, understand new features, and bring practical ideas back to the team.

Why Join ShiftCare?

• Fast-Track Growth: Join a growing company where strong performers are recognised and given opportunities to grow quickly.
• Meaningful Work: Help care providers improve the way they manage their teams, clients, schedules, and operations.
• Professional Development: Access training, coaching, and opportunities to build your skills across SaaS, onboarding, customer success, product education, and operations.
• Supportive Team Environment: Work with a team that values ownership, clear communication, customer outcomes, and continuous improvement.
• Long-Term Opportunity: We are looking for someone who wants to grow with ShiftCare over the next several years, not someone looking for a short-term role.

Final callout: If you are a confident, proactive, and detail-oriented onboarding professional who enjoys solving customer problems, leading calls, managing a busy workload, and helping customers succeed, we encourage you to apply.

We are looking for strong candidates who want to do excellent work, take ownership, and grow with ShiftCare.