Back to jobs
New

Manager, Customer Onboarding

Remote · Atlanta, Georgia, United States

Description

About Reserv

Reserv is an insurtech creating and incubating cutting-edge AI and automation technology to bring efficiency and simplicity to claims. Founded by insurtech veterans with deep experience in SaaS and digital claims, Reserv is venture-backed by Bain Capital and Altai Ventures and began operations in May 2022. We are focused on automating highly manual tasks to tackle long-standing problems in claims and set a new standard for TPAs, insurance technology providers, and adjusters alike.

We have ambitious (but attainable!) goals and need people who can work in an evolving environment. If building a leading TPA and the prospect of tackling the long-standing challenges of the claims role sounds exciting, we can’t wait to meet you.

 

About the role

We are hiring a Manager, Customer Onboarding to lead and scale our customer onboarding function at Reserv. This is a player-coach role — you will lead a team of Onboarding Specialists while also managing complex client onboardings directly (especially for large or enterprise accounts). You will own the design and execution of a standardized, repeatable, and value-focused onboarding process that reduces friction, sets clear expectations, and accelerates time-to-value for customers. This is a highly cross-functional role that interfaces with Sales, Claims, Claims Ops, Product, Engineering, Data, and Account Management — and requires someone who can drive both strategic improvements and day-to-day delivery.

 

What we need

We need you to do all the things typical to the role:

Team Leadership & Execution

 

  • Lead a team of Onboarding Specialists, including coaching, performance management, and professional development.
  • Own and lead high-impact or complex client onboardings directly as needed.
  • Serve as the point of accountability for all onboarding timelines, quality, and stakeholder communications.
  • Champion a culture of operational excellence and client-first thinking.

 

Onboarding Design & Standardization

 

  • Build and maintain the Onboarding Playbook: a structured, repeatable framework that outlines key phases, owners, inputs, outputs, dependencies, and timelines.
  • Define the data, requirements, and documentation needed from customers upfront to drive clarity and consistency.
  • Establish and enforce clear expectations with customers on what Reserv will and will not do — including tech enhancements, reporting, and custom configurations.
  • Ensure every onboarding includes a documented go-live plan, milestone tracking, and handoff process to the Customer Success team.



Metrics & Continuous Improvement

 

  • Monitor and improve key onboarding KPIs including:
  • Time-to-Value (TTV)
  • Time-to-Go-Live
  • Onboarding cycle time by segment
  • CSAT / client feedback
  • SLA adherence and internal handoff quality
  • Analyze trends in onboarding delays, escalations, or missed expectations and
  • continuously improve the process.

 

What Success Looks Like

 

  • Onboarding is consistently completed on time, with clear expectations set, and with zero surprises to internal teams post-go-live.
  • Customers feel confident and clear on what to expect from Reserv during onboarding and after.
  • The onboarding process is repeatable, scalable, and documented — not dependent on tribal knowledge.
  • Onboarding Specialists are engaged, coached, and accountable.
  • Internal stakeholders (Sales, Claims, Claims Ops, Product) are informed early and aligned around the onboarding plan.

Requirements

  • Have 5+ years of experience in onboarding, implementation, management consulting, or external project management (ideally at a TPA, Insurtech, tech-enabled services firm, or SaaS company).
  • Have experience managing a team while also owning projects or clients directly.
  • Have strong project management and process optimization skills.
  • Are proactive, organized, and detail-oriented — and always looking for a better way to do things.
  • Are confident facilitating executive-level discussions, especially around timelines, scope, or trade-offs.
  • Are able to drive engagement and accountability across cross-functional teams
  • Thrive in fast-moving, cross-functional environments and know how to translate ambiguity into structure.

Benefits

  • Generous health-insurance package with nationwide coverage, vision, & dental
  • 401(k) retirement plan with employer matching
  • Competitive PTO policy – we want our employees fresh, healthy, happy, and energized!
  • Generous family leave policy after 8 months of continuous work
  • Work from anywhere to facilitate your work life balance
  • Apple laptop, large second monitor, and other quality-of-life equipment you may want. Technology is something that should make your life easier, not harder!

 

Additionally, You'll Get

  • The opportunity to lead and shape a core function at one of the most innovative, high-growth companies in claims administration.
  • A collaborative environment that values transparency, ownership, and operational rigor.
  • A chance to partner with major MGAs and carriers to improve the insurance experience at scale.
  • A team culture that values learning, iteration, and real customer impact.


At Reserv, we value diversity in backgrounds, perspectives, and life experiences and believe that diversity in viewpoints and critical thinking drives innovation, first-principles thinking, and success. We welcome applicants from all backgrounds and encourage those from all walks of life to apply. If you believe you are a good fit for this role, we would love to hear from you!

Create a Job Alert

Interested in building your career at Reserv? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Reserv’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.