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.
