Client Onboarding Manager

About The Role

We are looking for an exceptional communicator and highly organized leader to join Loop as a Client Onboarding Manager within the Customer Success team. In this role, you will own the end-to-end onboarding experience for our clients and their employees, ensuring seamless implementation, high engagement, and strong activation of Loop’s offerings.

You will manage onboarding strategy, lead a team of onboarding specialists, collaborate closely with cross-functional stakeholders, and serve as a key escalation point to deliver a world-class onboarding journey.

Key Responsibilities

Client Onboarding Strategy & Execution

• Own and drive the overall onboarding experience for new and existing clients across virtual and in-person formats
• Develop scalable onboarding frameworks, playbooks, and calendars aligned with business and customer success goals
• Deliver high-impact onboarding presentations that educate employees on insurance benefits, product offerings, and app usage
• Ensure strong client engagement and activation through structured onboarding programs and follow-ups
• Represent Loop on-ground and virtually as the face of onboarding, driving trust and brand credibility
  
  

Team Leadership & People Management

• Manage, mentor, and support a team of onboarding specialists to deliver consistent, high-quality sessions
• Set clear performance expectations and enable team growth through coaching and best practices
• Foster a collaborative and high-performing culture within the onboarding function
  
  

Cross-functional Collaboration & Stakeholder Management

• Partner closely with Product, Marketing, Operations, and Customer Success Managers to ensure smooth onboarding delivery
• Provide feedback loops to internal teams based on client insights and onboarding trends
• Coordinate with external vendors, partners, and client stakeholders for successful execution
  
  

Client Escalations & Experience Ownership

• Act as the primary escalation point for onboarding-related client concerns and ensure timely resolution
• Manage complex client-facing situations with professionalism, empathy, and clarity
• Continuously improve onboarding experience based on feedback, outcomes, and operational learnings
  
  

Reporting & Process Improvement

• Track onboarding performance metrics, adoption trends, and engagement outcomes through CRM and reporting tools
• Develop post-onboarding reports highlighting impact, learnings, and improvement opportunities
• Identify operational gaps and implement process improvements to scale onboarding efficiently
  
  

What We’re Looking For

• Bachelor’s degree in Marketing, Communications, Business, Hospitality or a related field
• 3+ years of experience in client onboarding, customer success, field marketing, or client-facing program management
• Proven ability to manage and lead teams in fast-paced environments
• Strong experience working cross-functionally with Product, Marketing, and Customer Success teams
• Excellent stakeholder management and escalation-handling skills
• Strong proficiency in Excel and the Google Suite applications.
• Outstanding presentation and public-speaking abilities - must be confident with large audiences
• Fluency in English is mandatory (Hindi/local language is a plus)
• Strong project management, multitasking, and organizational skills
• Customer-obsessed mindset with a passion for delivering exceptional experiences
• Comfortable with travel (Up to 25%)
• Prior experience in insurance or employee benefits is a plus
  
  

Why Join Loop?

At Loop, you’ll play a key role in shaping how employees experience their health benefits from Day 1. This is an opportunity to lead onboarding at scale, influence cross-functional outcomes, and directly impact client satisfaction and product adoption.

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