Description
About Reserv
Reserv is an insurtech creating and incubating cutting-edge AI and automation technology to bring efficiency and simplicity to claims. Founded by insurtech veterans with deep experience in SaaS and digital claims, Reserv is venture-backed by Bain Capital and Altai Ventures and began operations in May 2022. We are focused on automating highly manual tasks to tackle long-standing problems in claims and set a new standard for TPAs, insurance technology providers, and adjusters alike.
We have ambitious (but attainable!) goals and need people who can work in an evolving environment. If building a leading TPA and the prospect of tackling the long-standing challenges of the claims role sounds exciting, we can’t wait to meet you.
About the role
We are hiring a Manager, Customer Onboarding to lead and scale our customer onboarding function at Reserv. This is a player-coach role — you will lead a team of Onboarding Specialists while also managing complex client onboardings directly (especially for large or enterprise accounts). You will own the design and execution of a standardized, repeatable, and value-focused onboarding process that reduces friction, sets clear expectations, and accelerates time-to-value for customers. This is a highly cross-functional role that interfaces with Sales, Claims, Claims Ops, Product, Engineering, Data, and Account Management — and requires someone who can drive both strategic improvements and day-to-day delivery.
What we need
We need you to do all the things typical to the role:
Team Leadership & Execution
- 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.
Onboarding Design & Standardization
- 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.
Metrics & Continuous Improvement
- 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.
What Success Looks Like
- Onboarding is consistently completed on time, with clear expectations set, and with zero surprises to internal teams post-go-live.
- Customers feel confident and clear on what to expect from Reserv during onboarding and after.
- The onboarding process is repeatable, scalable, and documented — not dependent on tribal knowledge.
- Onboarding Specialists are engaged, coached, and accountable.
- Internal stakeholders (Sales, Claims, Claims Ops, Product) are informed early and aligned around the onboarding plan.
Requirements
- 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!
Additionally, You'll Get
- The opportunity to lead and shape a core function at one of the most innovative, high-growth companies in claims administration.
- A collaborative environment that values transparency, ownership, and operational rigor.
- A chance to partner with major MGAs and carriers to improve the insurance experience at scale.
- A team culture that values learning, iteration, and real customer impact.
At Reserv, we value diversity in backgrounds, perspectives, and life experiences and believe that diversity in viewpoints and critical thinking drives innovation, first-principles thinking, and success. We welcome applicants from all backgrounds and encourage those from all walks of life to apply. If you believe you are a good fit for this role, we would love to hear from you!
