Customer Onboarding Specialist- West Coast

About the Role

Sensi sits at the intersection of AI, aging care, and real human support. Our technology helps home care agencies better understand what is happening inside the homes they serve, but successful adoption depends on more than the technology itself. It requires strong training, clear communication, hands-on support, and trusted relationships with the people using it every day.

We are looking for a Customer Onboarding Specialist / Implementation Manager to lead onsite deployments with home care agencies across the United States. This is one of the most impactful client-facing roles at Sensi and one of the few conducted primarily in person.

You will serve as the trainer, coach, relationship-builder, and onsite implementation expert for agencies adopting Sensi’s technology. Your job is to make sure agencies not only install the product correctly, but truly understand how to use it, explain it, and integrate it into their care model with confidence.

This is a highly hands-on role. You will travel frequently, work directly with agency teams and older adults in the home, lead training for non-technical users, support light technical setup, and help drive strong adoption after deployment.

What You’ll Do

• Lead onsite deployments with home care agencies, including device setup, router installation, staff training, and hands-on implementation support.
• Train agency teams on how to use Sensi’s technology, understand key workflows, and confidently explain the product to clients, families, and internal stakeholders.
• Serve as the onsite teacher, coach, and trusted advisor who helps non-technical users feel comfortable and confident with the platform.
• Present Sensi’s AI product and value proposition to agency teams, clients, families, and key stakeholders during field visits.
• Manage onboarding from post-sale through successful implementation, ensuring agencies are trained, operational, and positioned for long-term adoption.
• Identify training gaps, adoption risks, or operational blockers and work cross-functionally to resolve them.
• Build strong relationships with agency owners, care managers, caregivers, and other key client stakeholders.
• Support light technical troubleshooting during deployments and escalate issues when needed.
• Gather and document client feedback, field insights, and adoption blockers to help improve the product, customer experience, and internal processes.
• Maintain accurate account documentation, activity tracking, deployment notes, and status updates in HubSpot.
• Partner closely with Customer Success, Product, Support, Sales, and Operations to ensure successful client outcomes.
• Stay involved throughout the onboarding lifecycle to help agencies maintain momentum after the onsite visit.

Travel Expectations

This role requires frequent domestic travel, typically 60–75%. Candidates should expect to support approximately 10–15 agency deployments per quarter.

Most onsite deployments include 2 full days onsite with the agency, plus ½ day of travel to the client and ½ day of travel returning home. Travel is conducted within the United States and may require being on the road multiple weeks per month.

Whenever possible, travel will be scheduled close to the candidate’s home region to reduce transit time and support work-life balance.

What We’re Looking For

• 3+ years of experience in client relationship management, sales, customer success, implementation, training, healthcare, home care, or another client-facing role.
• Strong teaching, coaching, or training skills, especially with non-technical users.
• Excellent verbal communication and presentation ability.
• Ability to explain technology in a simple, clear, and engaging way.
• Comfort working directly with clients in person, including agency teams, care providers, older adults, and families.
• Strong relationship-building skills and the ability to create trust quickly.
• Tech-savvy mindset with the ability to learn new tools, support basic setup, and troubleshoot issues in real time.
• Strong problem-solving skills and the ability to stay calm when plans change or challenges come up onsite.
• Ability to manage multiple deployments, client priorities, and follow-up tasks while maintaining quality.
• Customer success mindset with a strong sense of ownership over adoption and outcomes.
• Willingness and ability to travel frequently across the United States.

Nice to Have

• Experience in home care, senior care, healthcare, physical therapy, occupational therapy, clinical operations, or a related field.
• Prior experience in sales, field operations, enablement, implementation, onboarding, or customer success.
• Experience training internal teams, end users, or non-technical audiences.
• Comfort presenting to groups and keeping people engaged during training.
• Experience handling skeptical users, detractors, or challenging group dynamics.
• Familiarity with CRM tools such as HubSpot, Salesforce, or similar platforms.
• Experience working in a startup or fast-changing environment.
• Strong coachability, energy, and interest in building a career in client-facing implementation.

What Success Looks Like

In the first 30–45 days, you will complete product immersion, hands-on installation practice, internal training, and shadowing with experienced team members.

During ramp, you will participate in approximately 4–5 weeks of shadow travel to observe client deployments, onsite installations, training sessions, and real client conversations.

By Month 2 or Month 3, you should be ready to begin independently managing a portfolio of approximately 10–20 agency accounts and leading onsite or virtual deployments with support from your manager and cross-functional partners.

Long-term success in this role means agencies are fully trained, confident, operational, and actively using Sensi after deployment. You will be measured not only by successful installations, but by adoption, engagement, documentation quality, follow-through, and the agency’s ability to continue using Sensi independently after your visit.