Client Onboarding Manager

About Flex Dental:

Flex Dental Solutions  is an innovative and quickly growing software company that focuses on providing a great product and exceptional support and service. Flex's Software works directly with Dental Companies located in the United States.

Job Summary

The Client Onboarding Manager leads the team responsible for helping dental practices successfully implement and begin using Flex software. This role owns the onboarding experience from the transition out of Sales through implementation, training, and the handoff to ongoing support and customer success.

This manager sets clear expectations, develops team members, and builds scalable processes that help customers feel confident and prepared to use Flex in their daily workflows. They balance customer needs with team capacity, remove barriers to progress, and use data and feedback to improve onboarding quality and efficiency.

Working closely with Sales, Support, Customer Success, and Product, the Client Onboarding Manager ensures customers receive a coordinated experience and the team has the tools, knowledge, and support needed to deliver it.

This will be a hybrid role, with the potential for occasional travel (less than 10%).

Key Responsibilities

Team Leadership and Development

• Hire, onboard, coach, and develop a high-performing onboarding team.
• Set clear expectations for performance, service quality, communication, and accountability.
• Manage workloads, priorities, and coverage to balance customer needs with team capacity.
• Assess team performance through regular coaching, customer feedback, and reviews of training sessions and customer interactions.
• Build team proficiency across Flex software through structured learning and ongoing development.

Onboarding Operations and Customer Experience

• Oversee implementation and training across Flex software, ensuring a consistent experience tailored to each practice’s needs.
• Oversee initial and refresher training for new and existing customers, helping practices build confidence, reinforce their knowledge, and adapt their use of Flex as workflows and needs evolve.
• Establish onboarding milestones, timelines, and responsibilities, and hold the team accountable for moving customers toward successful completion.
• Monitor customer progress, identify barriers or stalled accounts, and coordinate timely next steps.
• Ensure training helps customers understand relevant features, configure workflows, and confidently use Flex.
• Manage onboarding escalations, coordinating resolution and keeping customers informed.
• Ensure a clear handoff to Support and Customer Success, including relevant account context and outstanding needs.

Process Improvement and Scalability

• Develop and maintain onboarding workflows, procedures, training standards, and customer communications.
• Use customer feedback, team insights, and performance data to improve onboarding quality, efficiency, and consistency.
• Identify opportunities to simplify processes, reduce manual work, and expand self-guided education.
• Prepare the team for product updates and changes to onboarding requirements.
• Maintain clear ownership and escalation paths for implementation dependencies and exceptions.

Cross-Functional Collaboration and Performance Management

• Partner with Sales to align customer expectations and ensure effective onboarding handoffs.
• Coordinate with internal teams and external partners to resolve implementation barriers.
• Share recurring customer challenges and actionable feedback with Product and other stakeholders.
• Track and report on onboarding performance, including time to completion, customer readiness, satisfaction, and team capacity.
• Communicate operational risks, staffing needs, and improvement opportunities to leadership.

Qualifications

Required

• Minimum of two years of experience directly overseeing an onboarding team at a software company.
• Demonstrated ability to coach employees, manage performance, and develop a team.
• Experience managing software implementation, customer training, and onboarding processes.
• Strong organizational skills, with the ability to manage competing priorities and customer timelines.
• Clear, effective communication and the ability to guide customers and employees through challenges.
• Experience using data and customer feedback to evaluate performance and improve processes.
• Ability to collaborate across departments and establish clear responsibilities and handoffs.

Highly Preferred

• Dental software experience.
• Patient engagement software experience.
• Familiarity with dental practice operations and workflows.