Responsibilities: • Team Leadership & Performance Management • Recruit, onboard, coach, and retain a regional team of Implementation Agents, fostering a culture of accountability, customer obsession, and continuous improvement. • Set clear individual and team performance goals aligned to activation rates, time-to-value, feature adoption, CSAT scores, and churn reduction targets. • Conduct regular 1:1s, team reviews, and performance evaluations; identify skill gaps and build development plans to close them. • Onboarding Strategy & Programme Oversight • Design scalable onboarding frameworks that allow the team to manage growing customer volumes without compromising on quality or personalisation. • Define and maintain onboarding milestones, success metrics, and quality standards across all customer segments. • Identify opportunities to streamline onboarding timelines and reduce time-to-value without sacrificing adoption depth. • Escalation Management & Issue Resolution • Act as the first point of escalation for complex technical issues, difficult customer situations, or onboarding stalls that agents are unable to resolve independently. • Partner with Product, Engineering, and Support teams to drive resolution of systemic issues affecting onboarding outcomes across the region. • Maintain clear escalation pathways and SLA standards, ensuring customers always feel supported and informed during issue resolution. • Cross-functional Collaboration • Partner closely with the Sales team to ensure smooth pre-to-post sale handoffs and that customer expectations are properly set before onboarding begins. • Collaborate with Account Managers to refine the handoff process, ensuring agents provide complete, high-quality context that enables seamless long-term retention. • Work with the Product team to surface recurring customer pain points, usability gaps, and feature adoption blockers, acting as a regional voice of the customer. • Data, Reporting & Insights • Track and analyse team-wide performance data including activation rates, onboarding completion timelines, feature adoption depth, CSAT scores, and early-stage churn metrics. • Produce regular reports for senior leadership on regional onboarding health, trends, risks, and improvement initiatives. • Use data to identify underperforming segments, agents, or onboarding touchpoints, and drive targeted interventions to address root causes. • Process Improvement & Innovation • Continuously review and refine onboarding processes, tools, and resources to improve efficiency, consistency, and customer outcomes. • Champion the adoption of new technologies, automation, or methodologies that can enhance the team's ability to deliver high-touch onboarding at scale. • Build a feedback loop between frontline agent insights and senior leadership/product decisions to ensure ground-level learnings influence the business. Requirements: • Bachelor's degree in Business, Technology, Operations, or a related field (or equivalent experience). • 4 - 6 years of experience in customer onboarding, customer success, or implementation roles, with at least 2–3 years in a team lead or people management capacity. • Proven track record of leading onboarding or CS teams to consistently achieve activation, adoption, and retention targets, ideally within SaaS, retail technology, or fintech. • Strong people leadership skills with the ability to motivate, develop, and hold a distributed team accountable for outcomes. • Excellent analytical skills, able to interpret customer health data, team performance metrics, and identify actionable trends. • Exceptional communication and stakeholder management skills; able to present to senior leadership, navigate cross-functional relationships, and represent the customer voice persuasively. • Deep customer empathy combined with a results-driven orientation. • Highly organised with demonstrated ability to manage multiple priorities, projects, and escalations simultaneously without compromising quality. • Comfortable working in fast-paced, ambiguous environments; brings structure and clarity without over-engineering. • Experience building or scaling onboarding teams from the ground up in a high-growth technology company. • Exposure to retail operations, merchant services, or point-of-sale technology. • Experience designing training curricula, onboarding playbooks, or knowledge management systems. • Familiarity with customer health scoring methodologies, NPS/CSAT frameworks, or CS operations best practices. • About You • You are a natural leader who takes genuine pride in developing the people around you, and you measure your success by the success of your team and your customers. • You are strategic and execution-focused; you can zoom out to design the right system and zoom in to resolve a customer escalation on the same day. • You bring calm, clarity, and decisiveness under pressure. When things go wrong, your team looks to you and finds confidence, not panic. • You are deeply data-literate; you use numbers to tell stories, make decisions, and hold yourself and your team accountable. • You are a collaborative partner who builds trust across functions, Sales, Product, Support, and Account Management, and all see you as an ally, not a blocker. • You thrive in environments where the playbook is still being written, and you take ownership of writing it. • You are customer-obsessed at scale, even as you move further from direct customer interaction, you never lose sight of the human beings behind the metrics. • What Success Looks Like • Your regional team consistently achieves 90%+ customer activation rates within the 30–60 day onboarding window, month over month. • Average time-to-live for customers in your region is at or below the 1–2 week target, with no systemic delays attributed to onboarding execution gaps. • Regional post-onboarding CSAT scores average 4.5+ Requirements: • Bachelor's degree in Business, Technology, Operations, or a related field (or equivalent experience). • 4 - 6 years of experience in customer onboarding, customer success, or implementation roles, with at least 2–3 years in a team lead or people management capacity. • Proven track record of leading onboarding or CS teams to consistently achieve activation, adoption, and retention targets, ideally within SaaS, retail technology, or fintech. • Strong people leadership skills with the ability to motivate, develop, and hold a distributed team accountable for outcomes. • Excellent analytical skills, able to interpret customer health data, team performance metrics, and identify actionable trends. • Exceptional communication and stakeholder management skills; able to present to senior leadership, navigate cross-functional relationships, and represent the customer voice persuasively. • Deep customer empathy combined with a results-driven orientation. • Highly organised with demonstrated ability to manage multiple priorities, projects, and escalations simultaneously without compromising quality. • Comfortable working in fast-paced, ambiguous environments; brings structure and clarity without over-engineering. • Experience building or scaling onboarding teams from the ground up in a high-growth technology company. • Exposure to retail operations, merchant services, or point-of-sale technology. • Experience designing training curricula, onboarding playbooks, or knowledge management systems. • Familiarity with customer health scoring methodologies, NPS/CSAT frameworks, or CS operations best practices. • About You • You are a natural leader who takes genuine pride in developing the people around you, and you measure your success by the success of your team and your customers. • You are strategic and execution-focused; you can zoom out to design the right system and zoom in to resolve a customer escalation on the same day. • You bring calm, clarity, and decisiveness under pressure. When things go wrong, your team looks to you and finds confidence, not panic. • You are deeply data-literate; you use numbers to tell stories, make decisions, and hold yourself and your team accountable. • You are a collaborative partner who builds trust across functions, Sales, Product, Support, and Account Management, and all see you as an ally, not a blocker. • You thrive in environments where the playbook is still being written, and you take ownership of writing it. • You are customer-obsessed at scale, even as you move further from direct customer interaction, you never lose sight of the human beings behind the metrics. • What Success Looks Like • Your regional team consistently achieves 90%+ customer activation rates within the 30–60 day onboarding window, month over month. • Average time-to-live for customers in your region is at or below the 1–2 week target, with no systemic delays attributed to onboarding execution gaps. • Regional post-onboarding CSAT scores average 4.5+
