Lead Customer Onboarding Manager - US/Canada

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
• Ensure consistent, high-quality execution across all onboarding engagements
• 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
• Executive Stakeholder Management
• Build strong relationships with senior customer stakeholders
• Provide executive-level updates during complex or strategic implementations
• Ensure customers achieve measurable business outcomes aligned to their goals

Qualifications

• 2+ years experience leading an implementation team
• Experience with SAP BI, Acumatica, Syspro or IFS required
• 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