Customer Onboarding and Implementation
We are recruiting on behalf of our client. They sit within the SaaS enterprise learning space and they wish to appoint a Customer Onboarding \& Implementation Lead. The ideal candidate will be a seasoned and experienced SaaS solutions enterprise client on-boarding specialist. Ideally someone who has built or significantly improved onboarding and implementation functions and has successfully managed enterprise customer implementations involving multiple stakeholders and technical workstreams. While a “Head of” role, this is a hands-on role combining best practice implementation, small team management plus hands-on execution of day to day client on-boarding tasks. Customer Onboarding \& Implementation Role Overview This newly created role of Customer Onboarding \& Implementation Lead will build and lead the onboarding function from the ground up. As the customer base and average deal size continue to grow, the business is investing in a dedicated onboarding function that ensures every customer launches successfully, realizes value quickly, and is set up for long-term success. This is a hands-on builder role. You will design onboarding methodology, implementation processes, customer enablement programs, and operating model while personally leading many of the most strategic customer launches. You'll have significant freedom to shape how this function operates as it grows. What you'll do * Build and own the customer onboarding and implementation function. * Design scalable onboarding processes, playbooks, success metrics, and implementation methodologies. * Lead onboarding and implementation for strategic customers, including kick-off, project management, technical setup, stakeholder alignment, training, and launch. * Support strategic pilots and proof-of-value programs in partnership with Sales. * Build scalable customer enablement programs, including webinars, office hours, onboarding resources, and re-onboarding initiatives for existing customers. * Partner closely with Sales, Customer Success, Product, and Engineering to create a seamless customer journey from sales through long-term success. * Define how customers transition from onboarding into Customer Success. * Build and grow the onboarding team as the function expands. Success in this role You'll build a repeatable onboarding engine that becomes a competitive advantage by: * Accelerating customer time-to-value and product adoption. * Delivering consistent, high-quality customer launches. * Creating scalable onboarding and customer enablement programs. * Establishing clear processes, KPIs, and operational excellence. * Building a high-performing function that scales with the business. We're looking for someone who * Has experience leading Customer Onboarding, Implementation, Professional Services, or Customer Delivery in B2B SaaS. * Has built or significantly improved onboarding and implementation functions, not just operated within them. * Has successfully managed enterprise customer implementations involving multiple stakeholders and technical work streams. * Is comfortable discussing technical topics such as SSO, APIs, integrations, and enterprise software deployments. * Thinks systematically, enjoys building processes, and combines strategic thinking with hands-on execution. * Is an exceptional project manager, communicator, and leader who enjoys creating new functions from scratch. * Experience in Learning \& Development, HR Technology, or Enterprise SaaS is a plus. Salary budget sits at the circa $100-120k level plus bonus/comms.