- Own the onboarding process for new customers from signed agreement through burn-in.
- Plan and lead go-live activities, including technical setup, workflow alignment, and training coordination.
- Deliver both in-person and virtual training sessions for clinicians, therapists, and staff.
- Ensure each site achieves key early metrics.
- Monitor early utilization data and identify trends, risks, and opportunities.
- Transition mature accounts smoothly to long-term CSM ownership.
- Maintain detailed documentation on each onboarding phase and customer milestone.
- Standardize onboarding playbooks, training templates, and implementation guides.
- Coordinate with Sales and the Customer Success team to align on scope and site expectations.
Project ManagementCustomer SuccessHubSpot