Customer Onboarding Manager

Practice by Numbers is a leading SaaS company revolutionizing Healthcare Business Management Solutions (BMS SaaS) for dental practices. With nearly eight figures in revenue and a history of exceptional organic growth, we’ve built our success through product excellence, inbound-driven sales, and an obsession with customer outcomes.

Practice by Numbers is a leading SaaS company revolutionizing Healthcare Business Management Solutions (BMS SaaS) for dental practices. With nearly eight figures in revenue and a history of exceptional organic growth, we’ve built our success through product excellence, inbound-driven sales, and an obsession with customer outcomes.

We offer a full suite of analytics, patient communication, VOIP, and AI-powered tools that empower dental teams to increase productivity, deepen patient engagement, and streamline operations across solo practices, group practices, and DSOs.

Whether it’s Practice IQ for intelligent analytics, Patient Communication, PbN Payments, PbN VOICE for VOIP-enabled call performance, or Call AI for conversation intelligence, our products are deeply integrated, modern, and designed to scale with growing practices.

We’re curious, collaborative, and customer-obsessed. At Practice by Numbers, you’ll work alongside high-performing engineers, onboarding specialists, and product thinkers who care deeply about transforming dental practices.

Transparency:
We communicate honestly—with our teams and our customers.

Accountability:
We own our outcomes and always seek improvement.

Innovation:
We challenge norms and pursue better ways.

Empathy:
We approach problems from the user’s lens.

The Customer Onboarding Manager (COM) delivers a high-touch, outcome-driven onboarding experience rooted in expertise and customer empathy. You will guide new customers through a strategic, prescriptive onboarding journey—starting with understanding their business goals, then mapping features to outcomes rather than chasing feature checklists.

This role blends customer education, product training, intelligent discovery, proactive accountability, and best-practice enablement.

Conduct pre-kickoff research using CRM (Hub Spot), Gong sales calls, and account history to identify key customer goals, pain points, and feature priorities.

Lead kickoff meetings focused not on “what features they want,” but on what outcomes they need. Avoid letting the customer drive every decision—be prescriptive.

Present a guided onboarding plan: “Based on your practice goals, here are three capabilities we’ll enable first.” This ensures rapid, focused adoption and avoids unnecessary complexity.

Set the pace, sequence training strategically, and use proven best practices rather than allowing scattered customer-led setups.

Create a smart training plan that delivers quick wins by prioritizing high-impact features first—then progressively enabling supporting features.

Deliver hands‑on training via live walkthroughs, recorded demos, and guided implementation sessions.

Ensure customers complete required learning modules before go‑live. Track completion and hold teams accountable for education.

Monitor feature adoption, training progress, and engagement health throughout onboarding.

Collaborate with Product, CS, and Sales to identify upsell and expansion opportunities that emerge organically through early wins.

Ensure smooth transition to the Customer Success team with detailed context and adoption summaries.

Track onboarding KPIs (TTV, adoption, compliance) and flag at‑risk…