Senior Onboarding Manager

About the Role

The Synchronizer API is the strategic core of NexHealth. Hundreds of health-tech companies are in production on it today, and the single biggest driver of revenue is how quickly their locations go live. A signed contract generates value only once those locations are onboarded and running.

This role owns that outcome. Our largest customers are committing to location volume at a scale that requires real program management: multi-month migrations spanning our engineering team, the customer’s engineering team, their customer success team, and thousands of individual practices. Success depends on a clear plan, agreed ownership on both sides, and a realistic schedule that both teams are held to. Critically, you are not onboarding practices yourself. Our developer customers onboard their own practice networks. Your job is to make them capable of doing it flawlessly and at volume.

You are the person who builds that plan with the customer and drives it to completion. You define the sequence, establish who owns what, keep the schedule honest, and make sure questions get answered before they become delays.

Our customers are excellent at building software. Most have never onboarded a dental practice. They underestimate what it takes: server access, consent, install sequencing, verification, and the operational reality of a front desk that cannot afford downtime. We have done this thousands of times. Bringing that expertise to their team, before they learn it the hard way, is the difference between a migration that lands and one that stalls.

What You Will Do

• Own the location onboarding number. Your primary metric is locations successfully live and billing. You are accountable for the schedule, not just for coordinating it.
• Run enterprise migrations end to end. For our largest customers, you build and own the migration plan: scope, sequencing, ownership on both sides, milestones, dependencies, and the weekly cadence that keeps it on track.
• Establish clear ownership on every program. Every migration has a written plan naming who is responsible for each step on the NexHealth side and the customer side. No ambiguity, no assumed handoffs.
• Train the trainer. Your customers execute the onboarding. You build the capability that lets them do it correctly the first time: the process, the materials, the certification, and the escalation path for when something goes wrong in the field.
• Set and defend a joint throughput target. Locations provisioned, installed, and live per week, agreed with the customer and grounded in what both teams can actually deliver.
• Activate new developers. Move developers from first integration to first production location quickly, ensuring they know the tools, the documentation, and the fastest path to value.
• Convert pilots into production customers. Own the operational path from pilot to live locations. A pilot that never onboards locations never converts.
• Build the onboarding plan for each customer. Who does what, in what order, by when, and how success is measured. Written, agreed by both sides, and reviewed weekly. This is the core artifact of the role.
• Build the enablement layer. Runbooks, install guides, troubleshooting trees, and training sessions for customer field teams. Anything that lets a customer onboard their next hundred locations without needing you on the call.
• Manage migration schedules at volume. Track thousands of locations across multiple programs. Know which are live, which are blocked, what is blocking them, and who owns resolution.
• Run the weekly customer cadence. Structured working sessions with the customer’s program lead and engineering team covering progress against plan, risks, and decisions needed.
• Drive technical questions to resolution. Customers raise integration questions throughout a migration. You identify which ones affect the schedule, route them to the right internal owner with a date, and close the loop.
• Define phase gates, not just milestones. Pilot cohorts, entry and exit criteria, and clear conditions for moving to the next wave.
• Escalate early and specifically. Surface schedule risk when it appears, not when it lands. Bring the issue, the impact, and the ask.
• Coordinate across Engineering, Solutions Engineering, Account Management, Support, and Sales. You are not doing the deep technical work. You make sure the right person is on it and the customer always knows where things stand.
• Turn each migration into a repeatable process. Templates, checklists, standard timelines, and playbooks, so every subsequent program runs faster than the last.
• Report accurately. Onboarding pipeline, live locations, and revenue realization are tracked and shared. The business plans against what you report.

What You Will Bring

• 4+ years in implementation, onboarding, technical program management, or customer success at a SaaS or API-first company, owning delivery against committed dates.
• A track record of running large, multi-month rollouts across hundreds or thousands of sites, endpoints, or locations.
• Experience authoring an implementation plan jointly with a customer, including negotiating the ownership split and holding both sides accountable to it.
• Experience building enablement for a customer or partner team — documentation, training, and certification — not just delivering the work yourself.
• Technical fluency with APIs and integration workflows, with a clear sense of where integrations break and what a realistic timeline looks like.
• Experience managing multi-stakeholder programs, adapting communication for executive sponsors, program leads, and engineers alike.
• Sound judgment about what counts as done — you measure working integrations, not completed activities.
• A habit of raising risk early and being specific about what's needed to resolve it.

Bonus Points For

• Prior experience in health-tech, developer tools, or API platforms.
• Familiarity with EHR/PMS systems and practice workflows.
• Experience as an early implementation hire building the function from scratch.
• Experience working directly with developer teams as the primary customer.