Lead Onboarding Specialist – USA

Lead Onboarding Specialist – USA   We’re expanding our North America business and looking for a Lead Onboarding Specialist who not only owns the onboarding experience for our customers, but also shapes the team behind it. This role is ideal for someone who enjoys rolling up their sleeves with clients while mentoring others, setting standards and building a high-performing onboarding practice from the ground up. Here’s the thing: you’ll be the person who defines what great onboarding looks like in a new market. You’ll coach onboarding specialists, refine how we work, and create a consistent, scalable onboarding motion that drives adoption, retention and long-term success. If you like the idea of growing a team, influencing strategy and leaving your fingerprints on a fast-growing SaaS scale-up.

At Workwize, we’re redefining the way global teams get the hardware and support they need. Our automated SaaS platform takes care of deployment, management, and retrieval—delivering equipment quickly and reliably in 100+ countries. With 50,000 users and over 120,000 devices under management, we’re taking the manual heavy lifting off IT teams so they can focus on the work that truly moves the business forward. We’re also proud to be recognized by LinkedIn as one of the Top 10 Startups in the Netherlands for 2025.

  Role Overview: 

As the Lead Onboarding Specialist, you’ll take full ownership of the customer journey from post-sale to successful implementation, elevating every step and ensuring a seamless handoff. You’ll lead clients through adoption, configuration, and those critical early wins, while also coaching and mentoring the onboarding team to deliver a consistently exceptional experience. This role blends meaningful client partnerships with impactful team leadership. You’ll shape onboarding strategy, refine and scale processes, and help build a high-performing function as we expand across the US. The ideal candidate brings experience in SaaS or technical environments, thrives in a dynamic setting, and is comfortable managing multiple onboarding programs while supporting and developing a growing team.

  Key Responsibilities:
Client Training & Enablement

• Deliver tailored onboarding and training sessions that accelerate time-to-value
• Educate users on platform functionality, integrations and workflow best practices

Account Implementation & Configuration

• Lead technical onboarding and configuration for new client accounts
• Partner with Technical and Engineering teams to troubleshoot setup challenges

Primary Point of Contact (First 30–90 Days)

• Own communication, milestones and expectations during early lifecycle stages
• Track adoption KPIs and proactively address risks

Cross-Team Collaboration & Feedback Loop

• Act as a connector across Product, Technical, Sales and Operations
• Capture client insights to influence roadmap and onboarding improvements

Strategic Advisory

• Guide clients on how to map platform functionality to their operational goals
• Recommend optimal configurations, integrations and workflows

Handover to CSM

• Ensure a smooth transition after onboarding
• Document key insights, usage patterns and client specifics

Process Innovation & Scaling

• Improve onboarding playbooks, automation and tools
• Define and track metrics to boost efficiency, satisfaction and retention

Team Leadership, Coaching & Mentorship

• Coach and support onboarding specialists through feedback, training and development
• Set team goals, monitor performance and drive quality standards
• Help onboard and train new team members as the function grows
• Build a culture of collaboration, shared best practices and continuous learning

What We’re Looking For:

• 4+ years in onboarding, implementation, customer success or technical account management
• 1–2 years of experience coaching or mentoring team members
• Strong understanding of SaaS systems, integrations (APIs) and IT environments
• Excellent project management skills and the ability to juggle multiple onboarding programmes
• Clear, confident communication with both technical and non-technical audiences
• A proactive problem-solver who moves quickly and thinks critically
• Experience improving processes, workflows or onboarding operations
• Collaborative, curious and comfortable in a high-growth environment

Bonus Points: <