[Hiring] Onboarding Experience Manager @Intiveo

Role Description

As an Onboarding Experience Manager at Intiveo, you'll be the first impression and trusted guide for our new clients. You are the first trusted partner clients work with after signing, guiding them from the initial kickoff through full adoption of our Patient Engagement platform.

• Translate big goals into actionable steps.
• Build strong relationships with clients.
• Show clients how Intiveo can elevate their workflow, efficiency, and overall patient journey.
• Focus on reducing “time to value” and ensuring a seamless transition into the platform.
• Equip clients with the workflows, knowledge, and confidence they need to achieve their business goals.
• Deliver best-in-class onboarding, drive early product adoption, and build strong client advocacy from day one.

Qualifications

• 3+ years' experience in onboarding, implementation, project management, customer success, or a related client-facing SaaS role.
• Exceptionally organized and proactive, with a talent for managing competing priorities and solving problems creatively.
• A proactive problem-solver who can anticipate needs, address potential risks early, and adapts confidently even when things feel a bit unclear.
• Confident communicator with strong verbal, written, and presentation skills—comfortable and enthusiastic presenting on Zoom or in front of a group.
• Tech-savvy and quick to learn new tools.
• Comfortable speaking up, sharing ideas, and actively contributing to continuous improvement.
• Detail-oriented with a strong commitment to quality and delivering consistent, repeatable outcomes.

Requirements

• Own & Lead the Onboarding Journey.
• Manage a portfolio of new client onboardings, delivering a structured, predictable, and delightful onboarding experience.
• Create customized onboarding plans based on the client's goals, practice workflows, and operational requirements.
• Conduct meetings, establish clear expectations, define success metrics, and guide clients through each onboarding milestone.
• Provide best practices that increase adoption and enable clinics to become self-sufficient power users.
• Demonstrate how Intiveo enhances clinic efficiency, patient communication, and end-to-end experience.
• Deliver high-impact product training tailored to each customer's role, workflows, and business strategy.
• Ensure accounts are configured for maximum efficiency, accuracy, and alignment with the patient journey.
• Audit account setups for gaps, recommend enhancements, and implement improvements.
• Use onboarding metrics, usage insights, and customer goals to accelerate adoption.
• Identify potential risks early and proactively address barriers to ensure clients stay on track.
• Conduct live customer satisfaction review meetings to present onboarding progress, gather feedback, and validate that clients are achieving their expected outcomes.
• Collaborate with Sales to ensure alignment on client expectations, goals, and platform usage.
• Partner with Tech Ops to manage escalations to resolve bugs or implementation issues.
• Identify inefficiencies or gaps in the current onboarding workflow and recommend process improvements.
• Provide feedback to the Product team to improve onboarding flows, reduce friction, and enhance the customer journey.

Benefits

• Generous vacation time.
• Wellness Fund.
• RRSP matching.
• ESOP (employee stock ownership program).
• Annual retreat.
• Your birthday off!
• And more.

How Success is Measured

• Time to Value: How quickly clients recognize meaningful value from Intiveo.
• Days in Onboarding: Completion of onboarding milestones within expected timelines.
• Onboarding Completion Rate: Percentage of clients completing onboarding and achieving defined success outcomes.
• Adoption Metrics: Early usage and adoption of core features by go-live.
• Client Advocacy: Indicators like Google Reviews, testimonials, or referrals.
• Process Compliance: Accuracy and consistency in documentation, setup, and transitions.