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.