Lead Onboarding Specialist, Workwize

• 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
• If you like the idea of growing a team, influencing strategy and leaving your fingerprints on a fast-growing SaaS scale-up
• 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
• 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

Desirable

• 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
• You’ll coach onboarding specialists, refine how we work, and create a consistent, scalable onboarding motion that drives adoption, retention and long-term success
• 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
• Deliver tailored onboarding and training sessions that accelerate time-to-value
• Educate users on platform functionality, integrations and workflow best practices
• 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
• Act as a connector across Product, Technical, Sales and Operations
• Capture client insights to influence roadmap and onboarding improvements
• Guide clients on how to map platform functionality to their operational goals
• Recommend optimal configurations, integrations and workflows
• Ensure a smooth transition after onboarding
• Document key insights, usage patterns and client specifics
• Improve onboarding playbooks, automation and tools
• Define and track metrics to boost efficiency, satisfaction and retention
• 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