Lead Customer Onboarding Manager

About the role

Traild is a fast‑growing SaaS company transforming finance operations with AI, automation, and payments infrastructure. We are seeking a Lead Customer Onboarding Manager to head our onboarding team for the Americas, ensuring high‑impact implementations and a seamless customer experience.

Key responsibilities

• Lead, coach and develop a team of Customer Onboarding Managers, setting performance expectations, KPIs and onboarding standards.
• Conduct regular performance reviews, mentoring, and career development planning.
• Act as the primary escalation point for complex, high‑risk implementations and provide strategic guidance on solution design and rollout.
• Identify risks across active implementations, intervene proactively, and ensure consistent, high‑quality execution.
• Design and continuously refine onboarding frameworks, playbooks, and governance models to support global scale.
• Establish and track onboarding metrics such as time‑to‑go‑live, adoption, customer satisfaction, and implementation quality.
• Partner with Product, Technology, Customer Success, Sales and Support teams to communicate insights, align handovers and improve the end‑to‑end customer journey.

Required profile

• Proven experience leading customer onboarding or implementation teams in a SaaS environment.
• Strong ability to manage escalations and drive cross‑functional collaboration.
• Demonstrated track record of building high‑performing teams and fostering a customer‑first culture.
• Excellent communication and stakeholder management skills.

Required skills

What we offer

• Opportunity to shape a category‑defining finance automation platform.
• High‑growth environment with real ownership and impact.
• Collaboration with product, engineering and global leadership teams.