Senior Manager, Customer Onboarding

About the role:

The Sr. Manager, Customer Onboarding provides amazing service that makes our customers love us. The best candidates are great customer relationship builders. This leadership role ensures a successful onboarding for new customers as they transition from previous practice management software to the 8am software platform. This is the most important phase of the customer lifecycle, and the Senior Manager of Customer Onboarding is responsible for establishing the solid foundation that drives customers’ future success. This position leads a team of Onboarding Managers, and works with Sales, Product, Engineering, and other 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 the 8am platform and value-added services.

This is the ideal opportunity for motivated individuals who provide excellent customer service while maintaining an organized queue of internal tasks. Successful candidates have a passion for leading and helping others, operational agility, and a blend of technical and interpersonal skills.

About us:

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. They count on our purpose-built solutions to simplify operations, ensure compliance, and fuel profitable growth, so they can focus on their clients and do more of the work that matters.

Founded in 2005, 8am™ (formerly AffiniPay) is the 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, and as a result, our teams continue to grow as well!

What you'll do:

• Own the Onboarding KPI framework, aligning performance to customer retention, time-to-value, and long-term success outcomes.
  Standardize and scale the onboarding experience through clear processes, CRM data integrity, SLAs, and operational best practices.
• Serve as the strategic voice of the customer journey, partnering cross-functionally with Sales, Product, Engineering, and Operations to drive alignment and continuous improvement.
• Lead team development through structured training, mentorship, product mastery, and coaching to ensure high-quality service delivery.
• Oversee escalations and executive-level communications for complex or high-priority accounts, mitigating risk and protecting customer relationships.
• Champion a high-performance, values-driven culture while driving initiatives that improve efficiency, adoption, and customer advocacy.

About you:

• 5+ years of leadership experience in customer onboarding, implementation, client success, or related post-sales functions
  BA/BS/BE degree required
• Proven ability to lead, influence, and drive change in cross-functional, fast-paced environments
• Exceptional customer relationship-building and communication skills (written and verbal)
• Strong analytical and problem-solving capabilities with sound judgment
  Highly organized with strong prioritization skills and consistent follow-through
• Passion for team development with a balance of operational, technical, and interpersonal strengths
• SaaS experience required; legal industry experience preferred
• Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation.

Nice to have: 

• Commercial mindset grounded in customer value
• Highly organized with excellent prioritization
• Experience with AI, automation, and delivering at scale
• Thrives in a fast-paced environment

Additional Information
The annual salary range for this position is $108,000 to $160,000. The salary range for performing this role outside of the US / Austin / California may differ.  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.

Why 8am: 

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 wellness, and meaningful engagement—values that empower us as individuals and unite us as a team. Our culture is grounded in our core values: Work Smart, Win Fast; Outshine Ordinary, and We Find a Way. These values drive how we serve our customers and work with each other in a collaborative, inspiring, and empowering environment, every day.

Here’s how we support our 8Team:

• Health Insurance Coverage: We offer our 8Team a variety of medical, dental, and vision plans, designed to fit your needs, including a 100% company-paid HDHP plan for employees.
• Financial perks: We offer a competitive compensation and benefits package including annual bonuses, equity options and 401(k) or RRSP if in Canada, with a company match for all team members.
• Time for what matters: Flexible Time Off, paid holidays, and a parental leave program for our new parents.
• Wellness: Wellness stipends, mental health support, and one-on-one nutrition coaching.
• Learning and Development: Continuous learning through 8am.edu, leadership programs, professional development funds, and individually focused talent development.
• Giving back to the communities around us: Participate in our charitable matching gift program, paid time off for volunteer service, and company-sponsored volunteer events (both local and virtually).
• Engagement: Virtual and in-person team-building events, quarterly award recognition through our Rise & Shine Award of Excellence Program, and our peer-to-peer appreciation platform.

At 8am, we don’t just offer benefits - we create an environment where people can thrive, grow, and make a real impact every day.

Diversity, equity & inclusion at 8am:

At 8am, we recognize that innovation occurs with a strong team of people who are diverse in background, personality, talent and ideas. Experience comes in many forms and ensuring a diverse and inclusive workplace where we continue to learn from each other is an integral part of our culture. We are committed to creating a welcoming and transparent environment for all that embraces those differences through education, equal access to opportunities and information, inclusionary programs, and community outreach. 

Security advisory:

Our hiring teams at 8am are dedicated to recruiting top talent that share our passion for serving the professional services industry through innovative financial technology.  As such, our Talent Acquisition Team only follows legitimate hiring practices.  We will always communicate with our candidates using emails with the 8am domain and will never ask for sensitive/personal data during the application process.  All interviews take place over phone call, Zoom/Google Meet or in person.  All offers are communicated verbally by our Talent Acquisition Specialists with a written offer letter as a follow up.