Onboarding Success Manager

Job Description

How you’ll make an impact
As an Onboarding Success Manager, you will deliver an effortless onboarding
experience that sets customers up for long-term success. As the single point of contact
for new customers, you will own the entire onboarding journey, guiding them from
sale through adoption of our practice management products. You will lead customer
meetings, create structured onboarding plans, and manage progress to ensure
implementations stay on track. You’ll coordinate cross-functional teams at the right
moments to meet commitments and resolve issues quickly, all while translating
customer needs into the right product setup and actions that maximise value.
Through clear expectations, effective communication, and strong project
management, you will shape the customer’s early experience and lay the foundation
for long-term success.
What you'll do
 Engage new customers post-sale to understand business objectives and
define the appropriate onboarding approach
 Full ownership of onboarding success plans aligned to customer
outcomes, including scoping, milestone planning, issue resolution,
tracking and delivery.
 Acting as the primary point of contact for customers throughout the
onboarding phase
 Lead structured onboarding and status review meetings, providing clear
communication and timely issue resolution
 Translate customer goals into clear onboarding requirements for internal
delivery teams
 Coordinate cross-functional resources for technical setup, training, and
product configuration
 Build strong, trust-based customer relationships to manage expectations
and drive successful adoption
 Continuously assess onboarding processes and workflows,
recommending improvements to increase efficiency and customer
experience
 Identify recurring issues and contribute to long-term, scalable solutions
 Capture and communicate customer insights, trends and feature
requests to Product and Operations teams to inform product
enhancements and roadmap decisions
 Ensure seamless handover to Customer Success and Support teams to
maintain continuity beyond onboarding
 Contribute to the creation and ongoing refinement of onboarding
documentation, playbooks, and scalable frameworks
 Advocate for customer needs using data-driven insights to enhance the
overall customer experience
What you’ll bring with you
 Min 3+ years’ experience in project management, customer onboarding, or a similar
role, preferably in a SaaS or technology-driven environment.
 Certification in PMP, PRINCE2, or other project management certification is a plus,
but not a requirement.
 Demonstrated success in managing customer relationships and delivering projects
on time and to plan.
 Experience with change management and driving customer adoption of new
technologies.
 Excellent communication and interpersonal skills, with the ability to convey complex
information clearly and effectively.
 Problem-solving mindset with the ability identify innovative solutions.
Diversity at Henry Schein One
Diversity at Henry Schein One is all about you being you. Diversity and inclusion are
integral to every aspect of our business, we push boundaries fuelled by a diverse set of
voices and a desire to make a difference. We are proud to be an equal-opportunity
employer. All qualified candidates are considered without regard to race, colour,
religion, gender, gender identity or expression, sexual orientation, national origin,
genetics, disability, or age. We welcome everyone to our team; we foster creativity and
ambition throughout our business. We’re making a difference every day and you can
too.
Our Shared Values
Everyone at Henry Schein One is encouraged to live and demonstrate our core
values:

Henry Schein is committed to the principle of equal opportunities in employment in all spheres of its operation. Henry Schein UK Holdings strives to operate a policy of equal opportunity and not discriminate against any person gender, race, colour, nationality, ethnic or national origin, religion, sexual orientation, marital status, disability, age or any other characteristic protected by law.