Customer Onboarding Lead

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Take charge of the customer journey from "paid" to "completing, renewing, expanding".

• Establish the activation metric and ensure its movement on a weekly basis.

• Create kickoff, milestone, save, and escalation playbooks from scratch.

• Manage a small onboarding team and expand it as the product line grows.

• Determine what processes should be templated, what needs to be eliminated, and what should be escalated.

• Connect sales commitments to delivery realities without compromising either aspect.

• Implement enhancements in days rather than quarters.

⛳️ Requirements

• 4 to 7 years of experience in customer onboarding, success, account management, or implementation within a high-velocity setting.

• Developed or redesigned a 30-60-90 day onboarding flow in the past 24 months, preferably while the product was still evolving.

• Experience working within a fast-paced online education, SaaS, agency, coaching, or info-product organization that releases updates weekly.

• Owned an activation, completion, or retention metric and successfully influenced it.

• Supervised at least 2 to 5 direct reports (CSMs, onboarding specialists, implementation managers).

• Comfortable collaborating with customers and teammates in the US and UK across different time zones.

• Native or near-native proficiency in written and spoken English.

🏝️ Benefits

• Competitive base salary within the South African market, full-time.

• Performance bonus linked to the onboarding results you manage.

• Remote position based in South Africa.

• Direct access to senior onboarding leadership.

• Opportunities for growth into wider operational or regional leadership roles.

• Experience working at scale with a profitable, bootstrapped US company.