Customer Onboarding Lead - 15 Month FTC (Matern...

Eftsure Pty Ltd; North Sydney; Hybrid; AUD 130,000 - 170,000; Full time

Job summary

Eftsure Pty Ltd is seeking a Customer Onboarding Lead in North Sydney on a 15-month maternity leave contract. You will lead a high-performing onboarding team, own strategic implementations from first engagement through deployment, and shape onboarding processes to improve the customer experience.

Based in North Sydney with a hybrid setup (3 days from home, 2 in the office), the role combines hands-on delivery, team coaching, and collaboration with product and sales to drive successful fintech

Qualifications

• 4+ years in customer onboarding, implementation or similar B2B SaaS role.
• 1–2 years leading or managing a team.
• Bachelor's degree in business, IT or related field.
• Proven ability to manage multiple projects and stakeholders.
• Experience with ERP or accounting systems is a plus.

Responsibilities

• Lead performance, workloads and development of the onboarding team.
• Own onboarding projects from kick-off to handover.
• Coordinate with internal and external partners.
• Drive process improvements and scale onboarding.
• Track KPIs and customer outcomes.

Skills

Team leadership

CRM systems

Communication

Training delivery

REST APIs

Education

Bachelor's degree in business or IT

Tools

MS Office

ERP systems

Project management tools

Job description

Lead a high-performing onboarding team
15-month maternity leave contract
3 days from home 2 in the office
North Sydney

Payment fraud is growing fast, and Australian businesses need a partner they can trust. If you love turning complex implementations into smooth, successful launches and helping a team do its best work we'd love to hear from you.

About Eftsure

Eftsure is a fast-scaling SaaS fraud technology platform that protects the B2B payments of Australian businesses. Through real-time supplier verification and payment protection, we make sure our customers never pay the wrong people.

In a world of explosive and evolving cybercrime, our mission is to help the Australian business community transact securely. Our vision is to become the security standard for B2B payments through continual platform evolution and international expansion.

The role

As Customer Onboarding Lead, you'll make sure every new Eftsure customer gets up and running successfully. You'll lead and develop a team of Customer Onboarding Managers while personally managing strategic implementations, from first engagement through to deployment and adoption.

You’ll also shape how we onboard: driving process improvements, contributing to strategic initiatives and working across the business to lift team performance and the customer experience.

What you’ll be doing

Leading the team: manage performance, workloads and resources; run one-on-ones and reviews; coach and mentor; support recruitment and training; and act as the team's escalation point.

Running customer onboardings: own projects from kick-off to handover, build tailored onboarding plans, manage timelines and expectations, and coordinate internal teams and external partners.

Guiding customers technically: support platform setup, configuration, data migration and integrations; troubleshoot issues; and raise bugs and development requests.

Training and pre-sales: deliver platform training to customers and colleagues, and support sales demos and pre-sales activity.

Improving how we work: lead process improvements, roll out new tools and systems, and partner with other teams on product and business improvements.

Tracking and reporting: monitor onboarding timelines, completion rates, team KPIs and customer satisfaction, and use the data to spot risks and trends.

What you’ll bring

4+ years in customer onboarding, implementation or a similar customer-facing B2B SaaS role

1–2 years leading or managing a team, with a genuine passion for coaching people to succeed

A tertiary qualification in business, IT or a related field, or equivalent practical experience

Confidence with CRM/CSM systems, MS Office, project management tools and collaboration platforms

Excellent organisational skills and the ability to juggle multiple projects and priorities

Strong communication, training and presentation skills, with a knack for building customer relationships

Calm, practical problem-solving when handling escalations and complex issues

Experience gathering business requirements and working with technical teams

A proactive, positive approach and a strong sense of accountability

Highly regarded: experience with ERP or accounting systems, payments or fintech; system integrations via REST APIs; and project management certifications.

Do meaningful work protecting Australian businesses from payment fraud and cybercrime

Lead a team and make a visible impact on the customer experience at a fast-scaling company

Broaden your experience across implementation, product and pre-sales

A 15-month contract with the possibility of extension

Our team is a vibrant blend of cultures, experiences, and talents — and we celebrate that every day. This diversity fuels fresh thinking, sparks creativity, and keeps us united in our shared vision.

Our inclusive culture has been a driving force behind our global growth, giving us the perspectives we need to create solutions that work for everyone, everywhere.