Onboarding Team Lead

Requirements

• Strong experience delivering customer onboarding or implementation engagements in a SaaS environment—understanding onboarding as an end-to-end process is essential
• Demonstrated leadership capability in a player–coach or team lead role; management experience in a support or ticketed environment alone is not sufficient for this position
• Ability to manage multiple customer engagements and competing priorities simultaneously
• Excellent external-facing communication and customer facilitation skills—this role requires direct customer interaction, particularly at the escalation level
• Strong judgment in risk identification, escalation, and resolution
• Continuous improvement mindset with comfort adopting AI-enabled delivery tools and data-driven ways of working
• Proficient with Windows, Microsoft Office, and work management/PSA tools
• Analytical and problem-solving skills with a high degree of attention to detail
• A self-starter who thrives both independently and in a collaborative team environment

• We are looking for an Onboarding Team Lead to serve as a key delivery leader within our Professional Services & Onboarding organization
• This is a player–coach role responsible for overseeing successful customer onboarding engagements, ensuring timely milestone completion, high-quality delivery, and strong early customer outcomes
• The Onboarding Team Lead provides day-to-day leadership and guidance to a team of Onboarding Consultants while remaining hands‑on with complex or high‑risk engagements
• This is the first Onboarding Team Lead role for the Gingr segment—an exciting opportunity to set the standard and make a lasting impact
• Oversee onboarding engagements across assigned customers or segments, ensuring milestones are delivered on time and in alignment with defined success criteria
• Act as the primary escalation point for onboarding risks, blockers, or customer concerns
• Provide hands‑on support for complex, high‑touch, or enterprise onboarding engagements
• Ensure consistent application of onboarding frameworks, templates, and best practices
• Support smooth handoff from Sales and into Customer Success or Managed Services
• Lead, coach, and support a growing team of Onboarding Consultants—including multiple direct reports as the team scales
• Provide real‑time guidance on customer engagement, delivery approach, and prioritization
• Support onboarding, training, and readiness of new and existing consultants
• Reinforce adoption of standard onboarding methodologies and AI‑assisted delivery tools
• Partner with managers on performance feedback, growth plans, and promotion readiness
• Ensure onboarding milestones, timelines, and dependencies are tracked accurately in PSA or work management tools
• Partner with PMO to reinforce delivery governance, status reporting, and risk management
• Identify and implement process improvements to improve onboarding cycle time, throughput, and predictability
• Leverage AI‑enabled insights to identify onboarding risks, delays, or capacity constraints
• Partner with Sales, Solution Consulting, and Configuration teams to ensure clean handoffs and clear scope
• Collaborate with Customer Success to align onboarding outcomes to long‑term customer goals and adoption plans
• Work closely with Product and Support teams to address onboarding‑related issues and feedback
• Coordinate with Performance Insights to support KPI tracking and analysis
• Be the first Onboarding Team Lead for the Gingr segment—a defining opportunity to shape how onboarding is done
• Lead and grow a team that directly drives customer success and early product adoption
• Operate in an AI‑forward environment with access to modern tools that amplify your efficiency and impact
• Sit at the intersection of leadership, delivery excellence, and customer outcomes
• Clear career path toward Onboarding Manager, Delivery Manager, or Professional Services Leadership