Onboarding Manager

About the Opportunity

The Customer Experience team plays a critical role in ensuring clients successfully adopt and realize value from the platform. Through thoughtful onboarding and strong stakeholder engagement, the team helps legal departments launch programs that transform how they work with outside counsel.

The Role

The organization is looking for an experienced and driven Onboarding Manager to join the team. In this role, the individual will lead the onboarding of enterprise clients to the platform, working closely with senior legal and operations stakeholders to ensure a smooth, successful implementation. The role involves managing complex onboarding projects, guiding clients through change management and platform adoption, and partnering with cross-functional teams to deliver an exceptional onboarding experience. As the organization continues to scale, this position will also play an important role in refining the onboarding strategy, processes, and playbooks. This role is ideal for someone who enjoys managing complex projects, building trusted relationships with senior stakeholders, and helping organizations adopt new technology and ways of working.

Key Responsibilities

Client Onboarding Leadership

Own and manage onboarding for multiple enterprise clients simultaneously, guiding them through each phase of implementation and ensuring a successful transition to the Customer Success team.

Stakeholder Engagement

Lead kickoff calls, onboarding meetings, and training sessions while building trusted relationships with senior legal and operational stakeholders.

Project & Implementation Management

Coordinate onboarding timelines, track milestones, and manage risks across multiple client projects to ensure successful and timely implementations.

Change Management & Training

Support clients through organizational change by developing communication plans, delivering training sessions, and helping stakeholders adopt the platform.

Cross-Functional Collaboration

Partner closely with Customer Success, Product, Engineering, and other internal teams to resolve blockers and deliver a seamless onboarding experience.

Operational Improvement

Contribute to the evolution of onboarding playbooks, documentation, and processes to improve onboarding efficiency and client outcomes as the business scales.

Location & Work Arrangement

This role is open to U.S.-based candidates only. While the position is remote, there is a strong preference for candidates located in New York. Candidates must have current, valid work authorization in the country where the role is based. Sponsorship for visas or work permits is not provided at this time.

Experience & Qualifications

• 3–6 years of experience in a client-facing role such as consulting, SaaS implementation, customer success, project management, or professional services
• Proven experience managing multiple projects or client implementations simultaneously
• Strong ability to build relationships with senior stakeholders and communicate effectively across organizations
• Demonstrated experience leading client onboarding, implementation, or change management initiatives
• Experience working in SaaS, consulting, legal operations, or technology environments is preferred
• Comfortable using project management tools such as JIRA, Asana, Monday, or similar platforms
• Strong presentation and communication skills, with the ability to guide stakeholders through complex processes
• Ability to analyze information, track project progress, and proactively identify risks or blockers

You Might Be a Great Fit If You Have Experience In

• SaaS onboarding or implementation roles
• Consulting or professional services environments
• Customer success or client delivery teams
• Legal operations or legal technology
• Project management in fast-paced startup or technology environments

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Training & Development
• Wellness Resources

Equal Opportunity Employer

The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.

Key skills/competency

• Client Onboarding
• Project Management
• Stakeholder Engagement
• Change Management
• SaaS Implementation
• Customer Success
• Enterprise Clients
• Cross-Functional Collaboration
• Operational Improvement
• Technology Adoption