Onboarding Manager

About the Role

This role primarily supports law-firm buyer onboarding and serves as the business-to-technical bridge from signed agreement through requirements, data mapping, routing, testing, CRM delivery, go-live, and early stabilization. Owns law-firm buyer onboarding from signed agreement through first delivered case and stabilization of the first 30 days. Serves as the primary buyer contact, translates business requirements into testable onboarding specifications, and coordinates Development, QA, Operations, and external stakeholders through go-live.

What You'll Do

• Lead buyer kickoff calls and document case types, intake criteria, geographies, volume goals, prepay terms, delivery windows, contacts, and other requirements.
• Convert business requirements into a standardized onboarding specification for technical implementation.
• Coordinate the Onboarding Developer, intake/signing partners, QA, Operations, and buyer contacts.
• Manage onboarding pipeline, milestones, dependencies, risks, and status updates in ClickUp.
• Schedule and attend end-to-end testing; confirm required sign-off before go-live.
• Monitor the first 30 days for delivery pacing, acceptance, disputes, returns, and setup problems.
• Triage buyer issues, route work to the appropriate technical/operational owner, and remain accountable for communication through resolution.
• Maintain onboarding checklists, templates, SOPs, and recurring-friction feedback for product/process improvement.

Required Qualifications

• 3+ years in client onboarding, implementation, technical account management, or a comparable B2B/SaaS role.
• Demonstrated success managing multiple concurrent implementations with firm deadlines.
• Technical fluency with APIs, CRM integrations, call routing, field mappings, and implementation requirements.
• Excellent written/verbal communication with attorneys, intake managers, engineers, and operational stakeholders.
• Strong project management, requirements gathering, documentation, organization, and follow-through.

Preferred Qualifications

• Legal services, personal injury/mass tort lead generation, or legal-tech experience.
• Legal CRM and call-tracking familiarity (Lead Docket, Litify, Filevine, Ringba).
• Understanding of prepaid volume, delivery windows, disputes, and replacement workflows.

Work Schedule and Location

Full-time remote. Must work 9:00 a.m.-5:00 p.m. Eastern Time because the position is directly client-facing with U.S. law firms. Reliable internet, a secure remote work environment, and appropriate protection of company and customer information are required.

Compensation and Benefits

The actual offer will depend on relevant experience, skills, work location, internal equity, and other lawful job-related factors. This range reflects base compensation only.

Eligible U.S. W-2 employees participate in the benefit plans applicable to the position, subject to plan terms and eligibility rules. Benefit details are provided during the hiring process.

We are committed to equal opportunity and diversity in the workplace. We consider all qualified applicants without regard to race, color, religion, gender, sexual orientation, national origin, disability, or veteran status. All inquiries and applications are kept confidential.