Onboarding Specialist, Team Lead

Description

Do you thrive in a fast-paced environment where innovation meets results? Are you passionate about helping businesses reach their full potential? 

As a trailblazing SaaS company in the field service industry, we're at the forefront of change, driving success in one of today's most resilient and rewarding sectors. Our all-in-one platform empowers field and home service businesses with tools to streamline scheduling, dispatching, invoicing, and customer communication, all in one place.

We’re looking for talented individuals who are excited to join our mission of making field service a breeze.

Who We Need

The Onboarding Team Lead plays a critical role in ensuring the onboarding team delivers a consistent, high-quality experience that drives customer adoption and long-term success.

This individual serves as the operational partner to the Onboarding Manager, supporting the day-to-day execution of the team while maintaining strong organization, process adherence, and positive team energy.

The ideal candidate is highly organized, proactive, and enjoys helping others succeed. They bring strong operational discipline and a positive, motivating presence that elevates team performance.

Responsibilities

• Lead and Manage: Partner with the Manager of Onboarding to build and direct a high-performing team of Onboarding Specialists. Foster a collaborative and supportive environment where your team thrives.
• Recruit, Train, and Develop: Assist in recruiting top talent and cultivate your team's skills through ongoing training and development initiatives. Empower your team to deliver exceptional onboarding experiences.
• Optimize the Onboarding Process: Continuously refine and improve the onboarding journey based on data, customer feedback, and industry best practices. Ensure a smooth and efficient onboarding experience.
• Craft Engaging Content: Develop and deliver compelling onboarding training materials, including presentations, demos, and knowledge base articles, to effectively engage new customers.
• Collaborate Cross-Functionally: Partner seamlessly with Sales, Product, and Engineering teams. Ensure alignment on the onboarding process, address customer needs, and deliver a frictionless handoff from pre-sales to onboarding.
• Measure and Report: Track and analyze key onboarding metrics, such as time-to-value, customer satisfaction, product adoption, and HyperCare outcomes. Translate data insights into actionable reports to demonstrate the program's impact.
• Become a Customer Journey Expert: Cultivate a deep understanding of the customer lifecycle and best practices in customer onboarding, Go Live readiness, and post-launch adoption.
• Stay Product-Savvy: Continuously learn about the latest product features and best practices. Evolve into a product expert to confidently guide new customers and address their inquiries.
• Retain At-Risk Customers: Partner with customers who are showing signs of disengagement or risk during the onboarding phase. Collaborate with internal stakeholders to develop and execute tailored intervention strategies, including outreach, re-engagement plans, and escalation paths, to stabilize and advance at-risk accounts before they churn.
• Own the Full Customer Journey Through HyperCare: Oversee the complete customer lifecycle from initial onboarding through the HyperCare phase post-Go Live. Ensure customers not only reach a successful launch but continue to deepen product adoption and realize measurable value during the critical first month after going live. Define success milestones, track progress, and coordinate with your team to deliver a seamless, high-touch experience that bridges onboarding and long-term retention.
• Champion Customer Focus: Foster a customer-centric culture within the Onboarding team. Ensure all efforts prioritize creating exceptional customer experiences from first touchpoint through HyperCare graduation.

This is a hybrid role working Tues, Wed and Thurs in our Austin office and Mon and Fri working remote.

Requirements

• 3+ years in customer onboarding, customer success, or implementation within a SaaS environment.
• 1+ years in a team lead or supervisory role with a proven ability to develop and motivate others.
• Demonstrated success managing customers through full onboarding lifecycles, including at-risk intervention and post-Go Live HyperCare programs.
• Deep understanding of the onboarding lifecycle from pre-sales handoff through Go Live and HyperCare.
• Familiarity with customer health scoring, churn signals, and at-risk r