Senior Customer Success Manager - Onboarding (Mid-Market/Enterprise) - Hybrid

Who is ShiftCare?

ShiftCare is a fast-growing SaaS scale-up and its innovative software is a market leader helping Australian, American, and Canadian disability support providers, in-home aged carers, and allied health professionals streamline their operations. From rostering to client management and billing, we empower care businesses to grow by improving operational efficiency.

About the Role

We’re looking for a Senior Customer Onboarding Manager to lead implementation for our Enterprise and Mid-Market clients. This is a hands-on, technical, and customer-facing role, responsible for delivering a best-in-class onboarding experience through tailored setup, data migration, training, and integration support.

You’ll work closely with senior stakeholders at our clients—typically with 100+ users and ARR between $20K–$150K—to guide them through successful go-lives and early adoption. Professionalism, clear communication, and a client-first mindset are essential, as many engagements will involve in-person sessions and on-site delivery.

What You’ll Do

Enterprise & Mid-Market Onboarding

• Own the onboarding journey from contract close to go-live for customers with complex needs
• Conduct discovery sessions to understand customer workflows, goals, and technical setup
• Lead and manage implementation plans, including timelines, milestones, and stakeholder alignment
• Facilitate data migration, system setup, and integration configurations
• Deliver operational training to ensure confident product usage post-launch
• Provide post-go-live support and smooth handoff to long-term Success Manager

Customer Relationship & Issue Resolution

• Build strong relationships as the primary point of contact during onboarding
• Act as the technical escalation point to resolve onboarding-related issues
• Monitor customer onboarding health and engagement metrics to ensure timely progress
• Adapt approach based on customer industry, readiness, and complexity

Internal Collaboration

• Work closely with Sales, Product, Engineering, and Support to meet onboarding goals
• Provide feedback to internal teams to continuously improve onboarding processes and tooling
• Ensure onboarding SLAs are met and documented for internal reporting

Team Lead

• Lead team standups and training - ensuring the team is unblocked and consistently improving their ways of working.
• Serve as an escalation point to unblock team members with their implementation challenges and assist in problem solving.
• Report on team performance and coach the team on achieving their targets.
• Enhance existing onboarding processes and establish best practice ways of working.
• Identify and address any gaps in implementation processes.

Requirements

• What You’ll Bring
• 4+ years experience in technical onboarding, implementation, or solutions consulting in a SaaS environment
• Experience working with mid-market and enterprise customers (typically $15K–$150K ARR)
• Proven ability to lead end-to-end implementations involving data migration, API integrations, and complex workflows
• Exceptional interpersonal and presentation skills, with a confident and professional client-facing style
• Comfortable with in-person client meetings, including discovery and training sessions
• Project management strengths, with the ability to juggle multiple implementations at once
• Excellent problem-solving skills and attention to detail
• Experience with timesheet, payroll, or accounting software is a plus
• Industry familiarity (NDIS, aged care, home care) is a bonus but not required
• What Success Looks Like
• Customers go live on time, with confidence and clarity about how to use ShiftCare
• Minimal friction during implementation due to proactive discovery and planning
• Strong customer trust and professional engagement from day one
• Smooth transition to ongoing customer success post-onboarding