[Hiring] Customer Onboarding Manager II @Casebook PBC

Role Description

A team member at Casebook PBC plays a key role in advancing our mission to build technology to accelerate the end of poverty. They are dedicated to Casebook's vision: building and promoting the human services global operating system to accelerate the end of poverty. This individual exemplifies the Casebook values and works collaboratively to achieve the organization's goals.

We are looking for a proactive and customer-focused Onboarding Manager to lead new customers from contract signing through their first major win on our platform. You will be the first post-sale contact and trusted advisor, ensuring implementations deliver measurable outcomes. In this role, you are empowered to set customers up for success. By helping them achieve early milestones, you enable them to reach their missions and serve their communities more effectively. You will work closely with Sales, RevOps, Customer Success, Support, and Marketing.

Qualifications

• 2+ years of experience utilizing Casebook or Reveal
• 3+ years in SaaS onboarding, implementation, customer success, or a reporting/analytics-focused customer-facing role.
• Demonstrated experience configuring, teaching, or consulting on reporting or data tools within a B2B SaaS platform.
• Strong ability to translate raw data concepts into practical, meaningful insights for non-technical users.
• Experience managing multiple concurrent customer engagements with strong organizational and prioritization skills.
• Excellent communication skills; able to simplify complex reporting concepts for varied audiences.
• Understanding of the operations, terminology, and reporting needs of human services organizations (ex: case counts, outcome tracking, grant compliance)
• Background in human services, nonprofit, or government organizations, particularly in program reporting or evaluation roles. (Nice-to-have)
• Experience with platforms such as HubSpot, ChurnZero, Gainsight, Salesforce, or similar CRM/CS tools. (Nice-to-have)
• Familiarity with BI or reporting tools (e.g., Tableau, Power BI, Looker), even as an end user. (Nice-to-have)

Requirements

• Work with all newly launched customers during a dedicated post-launch engagement window to help populate, configure, and teach reporting within the Casebook platform.
• Partner with existing customers to continuously surface value through data so customers get the most out of Casebook.
• Guide customers through initial report setup, including identifying key metrics, configuring standard and custom reports, and validating data accuracy.
• Teach customers how to use reporting tools effectively so they can self-serve and grow independently.
• Ensure customers achieve a meaningful ‘reporting win’; a clear, actionable insight from their own data, within the engagement window.
• Document report configurations and handoff findings to the Customer Success Manager (CSM) for continuity.
• Proactively engage current customers to revisit, refresh, and expand their use of reporting as their programs evolve.
• Help customers build reports that support grant reporting, program evaluation, leadership dashboards, and compliance needs.
• Collaborate with CSMs to prioritize which customers would benefit most from a reporting touchpoint and coordinate outreach.

Benefits

• Competitive salary and benefits.
• Opportunities for professional growth and development.
• Collaborative and supportive team environment.
• The chance to make a real difference by supporting those who help others.
• Full benefits package including employer funded health insurance for you and a spouse, 401k, and three weeks vacation time.
• Compensation: $80,000 - 85,000 Salary + Benefits + Equity.

Company Description

At Casebook PBC, our software makes people’s lives better. We are committed to empowering community well-being through adaptive, research-based, and practice-driven technology. Designed to “help the helpers,” our innovative and award-winning SaaS solutions enhance outcomes in human services. We continually expand and evolve the Casebook Platform, aiming to support more agencies and inspire industry-wide innovation.

We are dedicated to fostering a multicultural, unprejudiced, and welcoming workplace where everyone feels included and valued. We believe that different perspectives, backgrounds, and experiences strengthen our ability to innovate and serve our clients effectively. Every employee is respected and empowered to contribute at their highest potential. Our commitment goes beyond providing opportunities—we actively create an environment where everyone has the support, resources, and recognition they need to thrive.