About Reserv

Reserv is an insurtech creating and incubating cutting-edge AI and automation technology to bring efficiency and simplicity to claims. Founded by insurtech veterans with deep experience in SaaS and digital claims, Reserv is venture-backed by Bain Capital and Altai Ventures and began operations in May 2022. We are focused on automating highly manual tasks to tackle long-standing problems in claims and set a new standard for TPAs, insurance technology providers, and adjusters alike.

We have ambitious (but attainable!) goals and need people who can work in an evolving environment. If building a leading TPA and the prospect of tackling the long-standing challenges of the claims role sounds exciting, we can’t wait to meet you.

About the role

• We are hiring a Manager, Customer Onboarding to lead and scale our customer onboarding function at Reserv. This is a player-coach role — you will lead a team of Onboarding Specialists while also managing complex client onboardings directly (especially for large or enterprise accounts). You will own the design and execution of a standardized, repeatable, and value-focused onboarding process that reduces friction, sets clear expectations, and accelerates time-to-value for customers. This is a highly cross-functional role that interfaces with Sales, Claims, Claims Ops, Product, Engineering, Data, and Account Management — and requires someone who can drive both strategic improvements and day-to-day delivery.
  
  

What you'll do

• Team Leadership & Execution

• Lead a team of Onboarding Specialists, including coaching, performance management, and professional development.
• Own and lead high-impact or complex client onboardings directly as needed.
• Serve as the point of accountability for all onboarding timelines, quality, and stakeholder communications.
• Champion a culture of operational excellence and client-first thinking.
  
  
• Onboarding Design & Standardization
• Build and maintain the Onboarding Playbook: a structured, repeatable framework that outlines key phases, owners, inputs, outputs, dependencies, and timelines.
• Define the data, requirements, and documentation needed from customers upfront to drive clarity and consistency.
• Establish and enforce clear expectations with customers on what Reserv will and will not do — including tech enhancements, reporting, and custom configurations.
• Ensure every onboarding includes a documented go-live plan, milestone tracking, and handoff process to the Customer Success team.
  
  
• Metrics & Continuous Improvement
• Monitor and improve key onboarding KPIs including:
• Time-to-Value (TTV)
• Time-to-Go-Live
• Onboarding cycle time by segment
• CSAT / client feedback
• SLA adherence and internal handoff quality
• Analyze trends in onboarding delays, escalations, or missed expectations and
• continuously improve the process.
  
  
• What Success Looks Like

• Onboarding is consistently completed on time, with clear expectations set, and with zero surprises to internal teams post-go-live.
• Customers feel confident and clear on what to expect from Reserv during onboarding and after.
• The onboarding process is repeatable, scalable, and documented — not dependent on tribal knowledge.
• Onboarding Specialists are engaged, coached, and accountable.
• Internal stakeholders (Sales, Claims, Claims Ops, Product) are informed early and aligned around the onboarding plan.

Qualifications

• Have 5+ years of experience in onboarding, implementation, management consulting, or external project management (ideally at a TPA, Insurtech, tech-enabled services firm, or SaaS company).
• Have experience managing a team while also owning projects or clients directly.
• Have strong project management and process optimization skills.
• Are proactive, organized, and detail-oriented — and always looking for a better way to do things.
• Are confident facilitating executive-level discussions, especially around timelines, scope, or trade-offs.
• Are able to drive engagement and accountability across cross-functional teams
• Thrive in fast-moving, cross-functional environments and know how to translate ambiguity into structure.

Benefits

• Generous health-insurance package with nationwide coverage, vision, & dental
• 401(k) retirement plan with employer matching
• Competitive PTO policy – we want our employees fresh, healthy, happy, and energized!
• Generous family leave policy after 8 months of continuous work
• Work from anywhere to facilitate your work life balance
• Apple laptop, large second monitor, and other quality-of-life equipment you may want. Technology is something that should make your life easier, not harder!

Additionally, we will

• Listen to your feedback to enhance and improve upon the long-standing challenges of an adjuster and the claims role
• Work toward reducing and eliminating all the administrative work from an adjuster role
• Foster a culture of empathy, transparency, and empowerment in a remote-first environment

At Reserv, we value diversity in backgrounds, perspectives, and life experiences and believe that diversity in viewpoints and critical thinking drives innovation, first-principles thinking, and success. We welcome applicants from all backgrounds and encourage those from all walks of life to apply. If you believe you are a good fit for this role, we would love to hear from you!