Reserv · 21 hours ago
Manager, Customer Onboarding
United States
Full-time
Remote
Senior Level
5+ years expReserv is an insurtech creating and incubating cutting-edge AI and automation technology to bring efficiency and simplicity to claims. They are seeking a Manager, Customer Onboarding to lead and scale their customer onboarding function, overseeing a team of Onboarding Specialists and managing complex client onboardings.
ConsultingFinancial ServicesInsurance
Responsibilities
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
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
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
Qualification
Required
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!
Company
Reserv
Reserv offers solutions for optimizing property and casualty claims processing.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$84.15MKey Investors
QBE VenturesFlourish VenturesAltai Ventures,Bain Capital Ventures
2025-09-16Series B· $16M
2025-06-04Series B· $25M
2023-10-03Series A· $20M
Leadership Team
Martha Dreiling
Co-Founder & Chief Operating Officer
Andrew Pedler
Vice President
Recent News
alleywatch.com
2025-09-23
2025-09-23
FinTech Global
2025-09-19
Company data provided by crunchbase