Customer Onboarding Team Lead (SaaS)

TL;DR

Customer Onboarding Team Lead (SaaS): Leading and scaling paid onboarding programs for new and existing customers with an accent on delivering premium, expert-led experiences. Focus on coaching a team, improving KPIs, and collaborating on complex implementations.

Location: Remote (North American time zone)

Company

hirify.global builds software for Airbnbs to automate guest messaging and operations.

What you will do

• Lead Rapid Rollout and Rapid Refresh programs for customer onboarding
• Coach and develop onboarding specialists for high-quality sessions
• Own and improve KPIs like activation and satisfaction
• Assist with Mid-Market and Enterprise implementations
• Collaborate with Product, Sales, and Success teams to enhance the onboarding journey
• Keep the team updated on new product features and best practices

Requirements

• 4+ years in Customer Success, Onboarding, or Implementation, ideally in SaaS
• At least 2 years in a leadership or mentoring role
• Experience managing mid-market or enterprise customer implementations
• Skilled communicator who loves teaching and coaching
• Systems thinker who can identify improvement opportunities
• Passionate about hospitality and technology