At ShiftCare, our Customer Onboarding Managers help new customers successfully implement ShiftCare, adopt best-practice workflows, and get value from the platform as quickly as possible. This is not a passive support role. We are looking for someone confident, proactive, highly organised, and comfortable managing a high-volume onboarding workload across calls, meetings, follow-ups, HubSpot tasks, training sessions, and customer problem-solving.
You will work with customers ranging from small providers with 5 seats through to larger teams with 100+ seats, helping each customer set up ShiftCare in a way that supports their business, improves their workflows, and gives them confidence from day one.
Grow With Us
We are looking for a PH-based, full-time, dedicated, and passionate Customer Onboarding Manager to join our growing Customer Success team. You will be a core member of our onboarding function, working closely with Sales, Customer Success, Support, Product, and Operations to deliver a high-quality onboarding experience for every new customer. This role is remote, but you must be able to work Australian Eastern Standard Time hours, 9am-6pm AEST.
What You'll Do Customer Onboarding & Implementation
Lead onboarding for new ShiftCare customers, from smaller teams of around 5 seats through to larger customers with 100+ seats
Guide customers through setup, training, workflow design, and best-practice implementation
Run onboarding calls, training sessions, check-ins, and follow-up meetings with confidence and structure
Help customers understand how to use ShiftCare effectively based on their business needs and operating model
Identify potential blockers early and take ownership of getting customers back on track
Workflow Problem-Solving
Work through complex customer scenarios and translate them into practical ShiftCare workflows
Ask strong discovery questions to understand each customer's operational needs
Help customers make good decisions about setup, roles, permissions, processes, scheduling, billing, and care operations
Distinguish between training gaps, workflow issues, user error, bugs, and feature requests
Escalate issues clearly and appropriately when support from other teams is needed
High-Volume Customer Communication
Manage a busy onboarding workload across calls, meetings, follow-ups, and admin tasks
Stay organised while handling multiple customers at different stages of onboarding
Communicate proactively with customers so they know what is happening, what is expected of them, and what comes next
Keep momentum high during onboarding and avoid letting customers drift or stall
Be comfortable making calls, following up directly, and driving customers toward completion
HubSpot Ownership & CRM Hygiene
Maintain accurate and detailed onboarding records in HubSpot
Keep notes, next steps, customer status, meeting outcomes, risks, and follow-up tasks up to date
Use HubSpot consistently to manage your pipeline, prioritise work, and provide visibility to the wider team
Treat CRM hygiene as a core part of the role, not an admin afterthought
Ensure leadership can clearly understand the status, risks, and progress of your onboarding customers
Training, Enablement & Content
Deliver clear, confident product training to customers in live sessions
Create or contribute to customer-facing enablement content such as short videos, walkthroughs, webinars, templates, and help resources
Be comfortable explaining product concepts simply and clearly to different customer types
Support customers in adopting underused or newly released features
Look for opportunities to improve the onboarding experience through better resources, repeatable processes, and scalable training
Continuous Improvement
Share customer feedback, onboarding patterns, common blockers, and product insights with the wider team
Help improve onboarding playbooks, templates, processes, and internal documentation
Identify ways to make onboarding more efficient without reducing customer quality
Contribute to a high-performance onboarding culture focused on outcomes, accountability, and customer success Who You Are You are proactive, confident, organised, and comfortable taking ownership. You do not wait for customers or internal teams to chase you. You drive the process forward. A strong communicator who is confident leading customer calls and training sessions
Highly organised and able to manage a high-volume workload of meetings, calls, follow-ups, and CRM tasks
Proactive, with the ability to spot risks early and take action before problems grow A strong problem solver who enjoys working through complex customer scenarios
Comfortable onboarding both small and larger customers, from 5-seat accounts through to 100+ seat teams
Experienced with HubSpot, with strong CRM discipline and attention to detail
Confident documenting customer progress, risks, next steps, and outcomes
Comfortable creating or appearing in customer-facing videos, webinars, or training content
Tech-savvy, curious, and genuinely interested in engaging deeply with the product
Quick to learn new systems, tools, and product concepts, and willing to explore how features work so you can guide customers with confidence
Patient and empathetic, while still being confident enough to guide customers firmly
Comfortable working in a fast-paced SaaS or startup environment
Accountable, reliable, and willing to take ownership of customer outcomes
Someone who wants to build a long-term career with ShiftCare and grow with the team What You'll Need 2+ years of experience in onboarding, implementation, customer success, training, support, or a similar customer-facing SaaS role
Proven experience leading customer calls, training sessions, or implementation meetings
Strong experience using HubSpot or a similar CRM, with excellent hygiene and documentation habits
Strong English communication skills, especially in phone and video-call environments
Ability to manage a high volume of customer interactions without losing quality or attention to detail
Strong problem-solving skills and comfort dealing with complex customer workflows A curious mindset and willingness to spend time understanding the product, customer use cases, and better ways of working
Ability to work independently in a remote environment
PH-based and able to work 9am-6pm AEST
High-speed and stable primary and backup internet connection, minimum 10 Mbps A screenshot of your speed test results will be required Nice to Have Experience onboarding customers in SaaS, health-tech, care management, rostering, scheduling, workforce management, or similar platforms
Experience creating customer training videos, webinars, walkthroughs, or enablement content
Experience using tools such as Intercom, ChurnZero, Loom, Zoom, Google Workspace, or Microsoft Office
Experience improving onboarding processes, playbooks, templates, or internal workflows
Exposure to healthcare, aged care, disability care, NDIS, home care, or community services What Success Looks Like Customers complete onboarding with confidence and clarity
HubSpot is accurate, up to date, and trusted by the team
Customers understand how to use ShiftCare in their day-to-day operations
Onboarding blockers are identified early and resolved quickly
You manage a high volume of work without letting quality slip
You communicate proactively and clearly with both customers and internal teams
You help improve onboarding processes as the team grows
You actively engage with the product, understand new features, and bring practical ideas back to the team Why Join ShiftCare? Fast-Track Growth: Join a growing company where strong performers are recognised and given opportunities to grow quickly
Meaningful Work: Help care providers improve the way they manage their teams, clients, schedules, and operations
Professional Development: Access training, coaching, and opportunities to build your skills across SaaS, onboarding, customer success, product education, and operations
Supportive Team Environment: Work with a team that values ownership, clear communication, customer outcomes, and continuous improvement
Long-Term Opportunity: We are looking for someone who wants to grow with ShiftCare over the next several years, not someone looking for a short-term role Final callout: If you are a confident, proactive, and detail-oriented onboarding professional who enjoys solving customer problems, leading calls, managing a busy workload, and helping customers succeed, we encourage you to apply. We are looking for strong candidates who want to do excellent work, take ownership, and grow with ShiftCare.
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