Lead Customer Onboarding Manager

Job Summary

Leading the Customer Onboarding team remotely, the full-time Lead Customer Onboarding Manager will mentor staff, manage escalations, and ensure high-quality onboarding processes while collaborating cross-functionally to enhance customer experiences.

Key Responsibilities

• Lead, coach, and develop a team of Customer Onboarding Managers, setting performance expectations and conducting regular reviews
• Act as the primary escalation point for complex implementations, providing strategic guidance and ensuring consistent execution
• Design and refine onboarding frameworks and metrics to improve operational efficiency and support global scaling

Required Qualifications

• 2+ years of experience leading an implementation team
• Proven ability to manage escalations and navigate complex stakeholder environments
• Strong operational mindset with experience in building scalable processes
• Exceptional leadership and stakeholder management skills
• Experience in a fast-paced startup or scale-up environment