Onboarding Manager

It's a new day with a new opportunity at 8am!

The Customer Onboarding Manager provides amazing service that makes our customers love us. The role is to ensure a successful onboarding for new customers as they transition from previous practice management software to our solutions. This is the most important phase of the customer lifecycle, and the Onboarding Manager is responsible for establishing a solid foundation that drives customers' future successes.

Onboarding Managers work in conjunction with Sales, Product, and other internal teams to ensure customers are implemented and onboarded successfully, set up for long‑term success, able to realize value quickly, and become daily users of our solutions and value‑added services.

At 8am, our vision is to power a world where professionals thrive. We start every day on a mission to empower professionals with the most trusted, innovative technology to deliver world‑class outcomes for their clients and exceptional financial results for their business. Founded in 2005, 8am™ (formerly Affini Pay) is a professional business platform built to help legal, accounting, and other client‑focused professionals run stronger, more profitable businesses.

Today, more than 250,000 professionals across the U.S. trust 8am to help them work smarter, serve clients better, and unlock their full potential. We have been recognized as one of Inc 5000’s fastest growing companies in the U.S. for 13 years in a row.

• Master the products through a formal onboarding program and continued learning.
• Prepare and lead the customer onboarding experience, assessing customer needs, and customizing the onboarding experience to maximize utilization and delight.
• Complete assigned tasks in an organized manner to ensure project deadlines.
• Proactive outreach to ensure customer success during their introduction to the system after go‑live.
• Provide a timely response to customer inquiries via phone and email.
• Enhance customer satisfaction by providing distinctive service in all interactions.
• Establish a trusted advisor relationship to ensure customer satisfaction.
• Utilize Zoom or other web‑conferencing tools to provide efficient face‑to‑face customer service.
• Utilize Sales Force or similar systems to manage customer interaction and inquiries.
• Partner with Sales, Product, and Services teams to define ongoing best practices for onboarding tasks.
• Ensure all check‑ins and go‑live targets are executed on time.
• Keep internal systems up to date with notes and documentation for each client engagement.
• Serve as a brand ambassador to create promoters within our customer base.
• Represent the Onboarding department at off‑site meet‑ups and customer conferences.

• BA/BS/BE degree required.
• Exceptional customer relationship building skills.
• Excellent written and oral communication skills.
• Strong analytical capabilities for advanced problem‑solving.
• Demonstrable leadership skills.
• Ability to influence decision‑making and change.
• Highly organized and strong ability to multitask.
• Passion for leading and helping others, operational agility, and a blend of technical and interpersonal skills.
• Ability to display good judgment.
• Ability to work cross‑functionally in a fast‑paced environment.
• Ability to follow through on tasks until completed.
• Ability to develop trusted relationships and find creative solutions.
• High degree of flexibility.
• SaaS experience and/or legal experience desired, especially in the areas of immigration and/or personal injury.
• Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision‑making, or drive innovation.

The pay range for this position is between $24–$31.45 per hour. 8am is committed to offering competitive, fair and commensurate compensation and has provided an estimated pay range for this role. Actual compensation may vary based on job‑related knowledge, skills, experience and education. This position is non‑exempt and eligible for overtime.

At 8am, our culture is shaped by the people who bring it to life every day. Together, we build a company rooted in continuous learning, genuine community, holistic…