Onboarding + Training Manager

Log my Care; Greater London; On-site; GBP 45,000 - GBP 55,000; Full time

Job summary

A leading care technology company based in Greater London is seeking an Onboarding & Training Manager to enhance the onboarding experience for Enterprise customers. The role involves managing the end-to-end onboarding process, collaborating to improve digital training materials, and ensuring high-quality implementation. Ideal candidates will have proven experience in customer training within a SaaS environment, focusing on user outcomes and effective training delivery. This position offers a salary range of £45K - £55K and requires in-office presence on Wednesdays and Fridays.

Qualifications

• Minimum of 3 years in Enterprise onboarding or customer training.
• Ability to manage multiple onboarding journeys and stakeholders.
• Experience in a SaaS environment preferred.

Responsibilities

• Own end-to-end onboarding and training for Enterprise customers.
• Partner with Digital Customer Enablement Manager to enhance digital experiences.
• Create and maintain onboarding playbooks.

Skills

Proven experience owning Enterprise onboarding

Facilitating live onboarding sessions

Designing structured onboarding programmes

Attention to detail

Translating customer needs into guidance

Customer-first approach

Organizational skills

Balancing high-touch delivery with scalability

Tools

HubSpot

Asana

Intercom

Job description

About us

Log my Care is the platform for next-generation care providers. We’re built for forward-thinking care teams who want to move beyond outdated systems and deliver the very best person-led care. Our mission is to enable providers to deliver proactive care, helping teams anticipate needs, prevent issues before they arise, and give people the best chance at healthier, happier lives. Outdated, clunky software wastes time and holds care back.

We’re building the antidote: intuitive, powerful tools that save hours on admin, unlock smarter insights, and raise the standard of care every day. That’s why over 2,000 providers across the UK choose Log my Care to deliver safer, smarter, more proactive care that transforms lives.

The role

We're looking for an Onboarding & Training Manager to deliver a best-in-class onboarding and training experience for Enterprise-level customers, while also supporting the scale and maturity of Log My Care’s digital onboarding and training journeys.

You’ll own all Enterprise onboarding and training delivery end-to-end, ensuring customers are implemented smoothly, trained effectively, and set up to realise value quickly.

In parallel, the role works closely with the Digital Customer Enablement Manager to improve the quality, structure, and effectiveness of digital onboarding flows, help articles, video content, and self-serve education, ensuring insights from high-touch Enterprise onboarding directly inform scalable digital experiences.

Why this role matters: This role ensures Enterprise customers receive the depth, structure, and confidence they need, while directly strengthening Log My Care’s digital onboarding and training motion. It plays a critical role in reducing early-stage risk, improving adoption, and building a mature, scalable Customer Success engine.

🏢 Location: This role is based in London. Our mandatory in-office days are Wednesdays & Fridays.

💰 Salary Range: £45K - £55K

As an Onboarding + Training Manager, you will:

• 🚀 Enterprise Onboarding & Training: Own end-to-end onboarding and training for Top Tier customers, from contract signature through handover to BAU Customer Success. Design and deliver high-touch, structured onboarding and role-based training to ensure smooth implementation, clear success milestones, and fast time to value. Act as the primary onboarding and training contact throughout implementation.

• 🤝 Digital Onboarding & Enablement: Partner with the Digital Customer Enablement Manager to improve digital onboarding and training journeys. Feed insights from Enterprise onboarding into scalable digital experiences, including help articles, videos, guides, and FAQs, ensuring alignment between human-led and digital-led onboarding across customer segments.

• 📚 Content & Knowledge Quality: Own the quality of onboarding and training content across live and digital formats. Regularly review and improve materials to ensure they are clear, role-appropriate, and up to date, working with Product and Support to reduce early-life support tickets through better education and self-service.

• 🗂️ Process & Playbooks: Create and maintain Enterprise onboarding and training playbooks, documenting processes, best practices, and workflows, and support their embedding into systems alongside the Digital Customer Enablement Manager.

• 📊 Measurement & Improvement: Own Enterprise onboarding and training metrics (e.g. Time-to-Live, Time-to-Value, completion rates, CSAT/CES), using customer and internal feedback to continuously improve onboarding, training, and content quality.

• 🔗 Cross-Functional Collaboration: Work closely with Customer Success, Sales, Product, Support, and Digital Enablement to ensure aligned handovers, clear expectations, and the ongoing evolution of onboarding and training as the business scales.

✅ What Good Looks Like in this role (Success Measures)

• Enterprise customers onboarded smoothly, on time, and with confidence.
• Faster Time-to-Live and Time-to-Value for Enterprise accounts.
• Clear, repeatable Enterprise onboarding playbooks in place.
• Noticeable improvement in digital onboarding and training content quality.
• Reduced onboarding-related escalations and early-life support tickets.
• Strong alignment between human-led and digital onboarding experiences.

Skills & Experience

Must-haves:

• Proven experience owning Enterprise onboarding and/or customer training in a SaaS environment

• Confident in facilitating live onboarding and training sessions with senior customer stakeholders

• Experience designing and delivering structured onboarding programmes and training content

• Strong attention to detail and a high bar for content quality

• Ability to translate complex customer needs into clear, practical, and actionable guidance

• Customer-first and empathetic approach, with a strong focus on user outcomes

• Calm, organised, and process-driven, with the ability to manage multiple onboarding journeys

• Comfortable balancing high-touch Enterprise delivery with scalable, repeatable thinking

Nice to haves

• Experience working alongside Digital Enablement, Customer Enablement, or CS Ops functions

• Hands-on experience with customer success and delivery tools such as HubSpot, Asana, and Intercom

• Familiarity with knowledge bases, LMS platforms, and video training tools

• Experience in care-tech, health-tech, or other regulated environments

• Understanding of Time to Live (TTL), Time to Value (TTV), and customer value frameworks

• Collaborative, proactive, and quality-focused mindset

• Confidence operating in a fast-scaling environment

The Interview process:

1. Submit your Application

2. Exploratory call with Kris, our recruiter(25 mins)

3. Video Interview with Amber, Director of Customer Success & Manager) (45 mins)

4. In-person task with Amber, Mike, Customer Success Manager & Lizzie, Director of Sales + Marketing (1 hour)

5. Final video interview with Sam (Co-founder & CEO) to discuss what you might bring to the role and how you might embody our values at LmC (20 minutes).

D&I Statement

Log My Care is committed to being an inclusive and diverse workplace. The excellent work produced by our team would not be possible without bringing together all of our team's different backgrounds, experiences and skills. We treat every employee equally and fairly, regardless of age, disability, gender, marital status, race, religion, or sexual orientation. It is vitally important that each of our team members feels confident, comfortable, and empowered.