Customer Onboarding Manager

Customer Onboarding Manager

We're recruiting for a Customer Onboarding specialist to join a fast-growing digital healthcare organisation, supporting the onboarding of clinics and healthcare professionals onto a new online medication service.

This is a highly customer-facing, organised and hands-on role where you'll help clinics get set up, understand the onboarding process and successfully start using the platform.

It would suit someone from customer success, client onboarding, account coordination, implementation or a strong customer service/administrative background who enjoys managing multiple relationships and making sure things get done.

The role

You'll act as one of the main points of contact for clinics and clients as they move through the onboarding journey, coordinating everything required to get them successfully set up.

Working closely with internal commercial, operational and healthcare teams, you'll manage multiple clinics through the process at any one time - keeping communication flowing, documentation up to date and onboarding activity moving forward.

Your responsibilities will include

Coordinating the end-to-end onboarding of new clinics and clients

Acting as a key point of contact throughout the onboarding process

Guiding customers through the steps required to get set up on the online platform

Managing documentation, data collection, onboarding checklists and internal processes

Arranging onboarding calls, training sessions and follow-ups

Maintaining accurate CRM records and onboarding trackers

Monitoring progress across multiple accounts and proactively chasing outstanding actions

Identifying potential delays or issues and working with internal teams to resolve them

Keeping clinics informed and engaged throughout their onboarding journey

Supporting the wider team with ongoing client relationships and engagement

Helping improve onboarding processes, templates and customer communications as the service grows

What we're looking for

You don't necessarily need healthcare or pharmaceutical experience. More important is your ability to manage customers, stay organised and coordinate a detailed onboarding process from start to finish.

You'll ideally have

Experience within customer success, onboarding, account coordination, implementation, customer service or a similar client-facing role

Strong organisation skills and the ability to manage multiple customers and priorities simultaneously

Excellent written and verbal communication skills

Confidence communicating professionally with external clients and stakeholders

Strong attention to detail, particularly around documentation and customer information

Experience using CRM systems, trackers or other workflow tools

A proactive approach - you're comfortable following up, chasing actions and keeping things moving

The ability to work across different internal teams to solve problems for customers

Experience within healthcare, pharmacy, healthtech, SaaS or another regulated environment would be useful, but isn't essential.