Customer Onboarding Manager II - Reporting and Forms Specialist

At Casebook PBC, our software makes people’s lives better. We are committed to empowering community well-being through adaptive, research-based, and practice-driven technology. Designed to “help the helpers,” our innovative and award-winning SaaS solutions enhance outcomes in human services. We continually expand and evolve the Casebook Platform, aiming to support more agencies and inspire industry-wide innovation.

We are dedicated to fostering a multicultural, unprejudiced, and welcoming workplace where everyone feels included and valued. We believe that different perspectives, backgrounds, and experiences strengthen our ability to innovate and serve our clients effectively. Every employee is respected and empowered to contribute at their highest potential. Our commitment goes beyond providing opportunities—we actively create an environment where everyone has the support, resources, and recognition they need to thrive.

OVERVIEW:

A team member at Casebook PBC plays a key role in advancing our mission to build technology to accelerate the end of poverty. They are dedicated to Casebook's vision: building and promoting the human services global operating system to accelerate the end of poverty. This individual exemplifies the Casebook values and works collaboratively to achieve the organization's goals.

We are looking for a proactive and customer-focused Onboarding Manager to lead new customers from contract signing through their first major win on our platform. You will be the first post-sale contact and trusted advisor, ensuring implementations deliver measurable outcomes. In this role, you are empowered to set customers up for success. By helping them achieve early milestones, you enable them to reach their missions and serve their communities more effectively. You will work closely with Sales, RevOps, Customer Success, Support, and Marketing.

CASEBOOK VALUES

• Impact: We strive to help improve the lives of vulnerable children, adults, families, and communities.
• Customer Commitment: We provide ground-breaking human services software products and exceptional customer experiences shaped by organizational needs and best practices.
• Teamwork: We collaborate with team members, customers, and other partners with mutual respect, encouraging meaningful relationships and open communication.
• Innovation: We find new ways to grow our product, company, and each other.
• Accountability: We accept responsibility for our actions, holding ourselves accountable for results.

💡 Location: This is a remote US-based role. Candidates must be authorized to work in the US.

About the (Department) Team

At Casebook, our Customer Success team is dedicated to empowering our clients and maximizing the impact of our solutions. This team of passionate problem-solvers partners closely with customers to ensure they receive exceptional support, guidance, and value from the Casebook Platform. Through proactive collaboration, strategic insights, and a deep understanding of client needs, they drive adoption, satisfaction, and long-term success. Their work ensures Casebook delivers meaningful outcomes for human services organizations, helping them thrive in an ever-evolving landscape.

Your Impact

As a Customer Onboarding Manager II – Reporting & Form Specialist, you'll play a pivotal role in building and delivering data-driven success for human services organizations — transforming raw platform data into meaningful insights that help nonprofits, government agencies, and community organizations demonstrate their impact, secure funding, and better serve the communities they work with.

You'll collaborate with a diverse, high-performing team that includes client stakeholders, Customer Success Managers, Sales, RevOps, Marketing, and Product teams to ensure every customer unlocks the full value of the Casebook platform.

You'll provide subject matter expertise on reporting and form configuration, own post-launch customer engagement workflows, and influence internal playbooks, training resources, and reporting standards. You'll also contribute directly to the Casebook Platform implementation, which serves human services organizations — from small nonprofits to large-scale state and local government agencies — guiding them from platform launch to confident, data-driven decision-making.

What You’ll Do (Responsibilities)

• We are looking for a proactive, customer-focused specialist who combines strong human service organization expertise with deep knowledge of reporting and data configuration. In this role, you will serve two connected purposes:
• Work with all newly launched customers during a dedicated post-launch engagement window to help populate, configure, and teach reporting within the Casebook platform, turning raw data into meaningful insights as early as possible.
• Work with some newly onboarding customers to develop strategic, complex forms, as needed.
• Partner with existing customers to continuously surface value through data so customers get the most out of Casebook.
• Work with some existing customers to develop strategic, complex forms, as needed.
• You will be a trusted advisor and hands-on specialist, helping customers move from platform launch to data-driven decision-making. Your work directly enables customers to demonstrate impact to funders, leadership, and the communities they serve.
• New Customer Reporting Engagement (Pre/Post-Launch)
• Partner with all newly launched or onboarding customers during a structured, time-boxed post-launch engagement focused exclusively on reporting and form configuration.
• Guide customers through initial report setup, including identifying key metrics, configuring standard and custom reports, and validating data accuracy.
• Teach customers how to use reporting tools effectively so they can self-serve and grow independently.
• Ensure customers achieve a meaningful ‘reporting win’; a clear, actionable insight from their own data, within the engagement window.
• Document report configurations and handoff findings to the Customer Success Manager (CSM) for continuity.

Existing Customer Reporting Partnership

• Proactively engage current customers to revisit, refresh, and expand their use of reporting as their programs evolve.
• Identify opportunities where customers are underutilizing reporting features and develop targeted sessions to address gaps.
• Help customers build reports that support grant reporting, program evaluation, leadership dashboards, and compliance needs.
• Collaborate with CSMs to prioritize which customers would benefit most from a reporting touchpoint and coordinate outreach.
• Cross-Functional & Platform Work
• Serve as an internal subject matter expert on Casebook’s reporting and form capabilities, providing guidance to CSMs, Sales, and Support.
• Partner with the Product team to surface common customer reporting challenges and advocate for platform improvements.
• Contribute to the development of reporting templates, playbooks, and training resources that scale the team’s impact.
• Track engagement outcomes and report on the impact of reporting sessions on customer health and retention metrics.

KEY ACTIVITIES

• Manage a rotating queue of post-launch reporting engagements for all new customers within defined time windows.

• Conduct 1:1 and small-group reporting workshops tailored to each customer’s program type and data needs.

• Audit existing customer report libraries to identify gaps and opportunities for deeper adoption.

• Build and maintain a library of standard report templates and configuration guides.

• Track engagement metrics, session outcomes, and reporting milestones in the CRM.

• Identify and pursue customer advocacy opportunities (case studies, testimonials) tied to reporting success stories.

• Define measurable success criteria and track progress throughout onboarding and initial adoption.

• Ensure customers are trained, adopting key workflows, and achieving desired outcomes.

• Collaborate closely with Sales, RevOps, Marketing, Product, and Support to continually improve the onboarding journey.

• Equip customers with the tools and support they need to get their entire team up and running successfully.

• Document progress and ensure a seamless handoff to the CSM.

What You Bring (Skills and Experience)

✅ EDUCATION AND/OR EXPERIENCE:

• 2+ years of experience utilizing Casebook or Reveal
• 3+ years in SaaS onboarding, implementation, customer success, or a reporting/analytics-focused customer-facing role.

✅REQUIRED TECHNICAL / OTHER SKILLS AND ABILITIES:

• Demonstrated experience configuring, teaching, or consulting on reporting or data tools within a B2B SaaS platform.
• Strong ability to translate raw data concepts into practical, meaningful insights for non-technical users.
• Experience managing multiple concurrent customer engagements with strong organizational and prioritization skills.
• Excellent communication skills; able to simplify complex reporting concepts for varied audiences.
• Understanding of the operations, terminology, and reporting needs of human services organizations (ex: case counts, outcome tracking, grant compliance)

✅NICE-TO-HAVE:

• Background in human services, nonprofit, or government organizations, particularly in program reporting or evaluation roles.
• Experience with platforms such as HubSpot, ChurnZero, Gainsight, Salesforce, or similar CRM/CS tools.
• Familiarity with BI or reporting tools (e.g., Tableau, Power BI, Looker), even as an end user.

Why Join Us?

• Casebook PBC is proud to be a certified Great Place to Work: https://www.greatplacetowork.com/certified-company/7015438
• Competitive salary and benefits.
• Opportunities for professional growth and development.
• Collaborative and supportive team environment.
• The chance to make a real difference by supporting those who help others.

Compensation:  $80,000 - 85,000 Salary + Benefits + Equity

In addition to salary and sales commission, this position includes a full benefits package including employer funded health insurance for you and a spouse, 401k, and three weeks vacation time.