Lead Customer Onboarding Manager - US/Canada

Traild is a high-growth SaaS company redefining how finance teams operate through AI, automation, and payments infrastructure. They are seeking an experienced Lead Customer Onboarding Manager to lead and grow their Customer Onboarding team in the Americas, focusing on team leadership, operational excellence, and cross-functional collaboration.

Responsibilities:

• Lead, coach and develop a team of Customer Onboarding Managers
• Set clear performance expectations, KPIs and onboarding standards
• Conduct regular performance reviews, mentoring and career development planning
• Support hiring, onboarding and enablement of new team members
• Foster a culture of accountability, ownership and customer-first thinking
• Act as the primary escalation point for complex, high-risk implementations
• Provide strategic guidance on solution design, configuration and rollout approach
• Proactively identify risks across active implementations and intervene as needed
• Ensure consistent, high-quality execution across all onboarding engagements
• Design and continuously refine onboarding frameworks, playbooks and governance models
• Establish clear onboarding metrics (time-to-go-live, adoption, customer satisfaction, implementation quality)
• Improve processes to support global scale and operational efficiency
• Identify opportunities for automation and improved tooling
• Partner with Product and Technology teams to communicate implementation insights and recurring challenges
• Align with Customer Success, Sales and Support teams to ensure seamless customer handovers
• Contribute to strategic decisions that enhance the end-to-end customer journey
• Build strong relationships with senior customer stakeholders
• Provide executive-level updates during complex or strategic implementations
• Ensure customers achieve measurable business outcomes aligned to their goals

Requirements:

• 2+ years experience leading an implementation team
• Proven ability to manage escalations and navigate complex stakeholder environments
• Strong operational mindset with experience building scalable processes
• Exceptional leadership, communication and stakeholder management skills
• Experience thriving in a fast-paced startup or scale-up environment
• High levels of ownership, intrapreneurship and proactiveness
• Strong collaborator who embraces growth, hands-on execution and adaptability