Lead Customer Onboarding Manager

About the role

We are seeking an experienced Lead Customer Onboarding Manager to lead, mentor, and grow our Customer Onboarding team in the Americas. This role involves managing and developing a team, overseeing escalations, providing strategic guidance, and ensuring consistent, high-quality execution across all onboarding engagements.

Key Responsibilities

• Team Leadership & Development
• Lead, coach, and develop a team of Customer Onboarding Managers
• Set clear performance expectations, KPIs, and onboarding standards
• Conduct regular performance reviews, mentoring, and career development planning
• Support hiring, onboarding, and enablement of new team members
• Foster a culture of accountability, ownership, and customer-first thinking
• Escalation & Delivery Oversight
• Act as the primary escalation point for complex, high-risk implementations
• Provide strategic guidance on solution design, configuration, and rollout approach
• Proactively identify risks across active implementations and intervene as needed
• Operational Excellence & Scale
• Design and continuously refine onboarding frameworks, playbooks, and governance models
• Establish clear onboarding metrics (time-to-go-live, adoption, customer satisfaction, implementation quality)
• Improve processes to support global scale and operational efficiency
• Identify opportunities for automation and improved tooling
• Cross-Functional Leadership
• Partner with Product and Technology teams to communicate implementation insights and recurring challenges
• Align with Customer Success, Sales, and Support teams to ensure seamless customer handovers
• Contribute to strategic decisions that enhance the end-to-end customer journey

What We're Looking For

• 2+ years experience leading an implementation team
• Experience with SAP BI, Acumatica, Syspro, or IFS
• Proven ability to manage escalations and navigate complex stakeholder environments
• Strong operational mindset with experience building scalable processes
• Exceptional leadership, communication, and stakeholder management skills
• Experience thriving in a fast-paced startup or scale-up environment
• High levels of ownership, intrapreneurship, and proactiveness
• Strong collaborator who embraces growth, hands-on execution, and adaptability

Salary Range And Description

The base salary range for this position is: U.S. Candidates: USD $120,000 - $140,000 per year
Canadian Candidates: CAD $120,000 - $140,000 per year
Compensation is determined based on experience, education, and geographic location. The final offer may vary within the stated range to reflect the candidate’s qualifications and market conditions in their area.

The Perks of Working at Traild

• Flexibility: we offer a range of remote, hybrid, and flexible working options
• Global team: we are growing across APAC, NA, and EMEA and have teams all across the world
• Exponential growth: this is an opportunity to get involved with a true rocketship with all the excitement and opportunities that come with it
• Team culture: our eNPS score is 78, where anything above 50 is considered world-class