Yourgi Client Onboarding Manager

Welcome to Destination Pet. We are One Pack- a united team working together to elevate the love and lives of pet families. Our pet-obsessed professionals create a connected care network of trustworthy partners who bring creative innovation every day. We are revolutionizing the pet industry. Join us!

We are looking to add aClient Onboarding Managerto ourYourgiteam!

LOCATION :Fully Remote

REPORTS TO: Director of Yourgi Operations & Marketing

PAY:$85,000 -$110,000/ annually

CORE RESPONSIBILITES:

Client Relationship & Onboarding Excellence

• Guide new clients through their journey with us, transforming technical implementations into meaningful connections

• Conduct discovery conversations that reveal not just what clients need, but why it matters to them and their pets

• Create customized onboarding experiences that reflect our commitment to making pet care effortless

• Build relationships with key stakeholders that extend far beyond project timelines

Project Leadership with Purpose

• Develop implementation plans that serve both business objectives and deeper client aspirations

• Coordinate cross-functional teams in service of seamless client experiences

• Transform project milestones into celebration points that reinforce our shared mission

• Anticipate challenges before they become obstacles, guided by empathy and foresight

Education & Empowerment

• Design training experiences that connect daily workflows to the larger vision of enhanced pet care

• Create learning materials that speak to both technical needs and emotional outcomes

• Facilitate user acceptance processes that build confidence and excitement about new possibilities

• Ensure every client achieves not just technical success, but genuine transformation in how they serve pets

Support Excellence Across All Levels

• Provide frontline support that treats every inquiry as an opportunity to strengthen relationships

• Address complex technical challenges with patience, expertise, and unwavering commitment to resolution

• Mentor support team members, sharing wisdom about how technical excellence serves deeper purpose

• Lead critical issue resolution with the understanding that behind every problem is someone who cares deeply about their pet

Dispute Resolution & Reputation Stewardship

• Transform payment disputes into opportunities for deeper understanding and stronger partnerships

• Monitor and respond to feedback across all channels with grace, authenticity, and commitment to improvement

• Convert challenges into testimonials by addressing concerns with transparency and care

• Protect and enhance our reputation by ensuring every interaction reflects our values

Process Innovation & Continuous Improvement

• Identify opportunities to streamline experiences in service of both clients and our mission

• Gather insights that help us evolve our approach to better serve the pet care community

• Use data not just to measure performance, but to understand the human stories behind the numbers

• Collaborate across departments to create systems that amplify our collective impact

REQUIREMENTS:

Education & Experience:

• Bachelor's degree in Business, Communications, or related field, though we value wisdom gained through diverse paths

• 3-5 years of client onboarding or customer success experience, where you've learned that relationships matter more than transactions

• 2+ years of B2B customer support experience, where you've seen how thoughtful service transforms business outcomes

• Demonstrated ability to manage multiple client implementations while maintaining the personal touch that makes each feel special

• Experience with CRM systems, ticketing platforms, and project management tools - understanding them as enablers of human connection

• Knowledge of payment processing and dispute resolution, guided by fairness and empathy

• Proficiency with social media platforms, recognizing them as channels for authentic community building

• Strong problem-solving abilities that balance analytical thinking with emotional intelligence

• Natural ability to remain calm and professional under pressure, understanding that your response sets the tone for resolution

• Exceptional written and verbal communication skills that bridge technical complexity and human understanding

• Experience with conflict resolution that transforms disagreements into deeper understanding

• Customer-focused mindset grounded in genuine care for the people and pets we serve

• Adaptability in the face of change, knowing that flexibility serves both growth and relationship preservation

• Detail-oriented approach that ensures nothing falls through the cracks of client experience

• Team collaboration spirit that recognizes every role as essential to our shared success

• Most importantly, alignment with our belief that work can and should be an expression of purpose.

Skills:

• Project Management Professional (PMP) certification that reflects commitment to bringing structure to complexity

• Experience in SaaS, technology, or pet care industries with insight into how innovation serves traditional values

• Advanced understanding of APIs and technical integrations, combined with ability to explain complexity simply

• Previous experience developing training programs that connect daily tasks to deeper meaning

• Knowledge of customer success metrics that measure not just efficiency, but genuine impact

• Background in consulting or professional services where client outcomes determined success

PERKS:

• Health, vision, dental, long & short-term disability, and Life insurance

• A Startup mentality company with stable funding

• 401k match

• Pet Care discounts

• Flexible Time Off

• Opportunity to grow your career with a network of like-minded professionals

Destination Pet LLC affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, age, disability or any other characteristic protected by federal, state or local law. Equal Opportunity Employer Minorities/Women/Veterans/Disabled.
Destination Pet LLC endeavors to make our employment website and application process accessible to all users and applicants. In doing so, we provide reasonable accommodations to applicants with disabilities. If you have a disability and require a reasonable accommodation or assistance completing the application process, please contact a member of our recruitment team.

At Destination Pet, we're all about creating a workplace that's bursting with diversity and inclusivity. We don't play favorites or judge folks based on skin color, religion, gender, age, disability, or any other protected characteristics. Our hiring decisions are solely based on what you can bring to the team. So, we're throwing the door wide open for all like-minded candidates who believe in celebrating and honoring diversity and inclusion. Ready to join our pack?

Originally posted on Himalayas

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