Customer Onboarding Lead - 15 Month FTC (Maternity Leave Cover)

Eftsure; North Sydney; Hybrid; AUD 95,000 - 135,000; Part time

Job summary

Eftsure is seeking a Customer Onboarding Lead in North Sydney to guide a high-performing onboarding team through strategic implementations from kickoff to deployment and adoption.

You'll shape onboarding processes, drive improvements, and collaborate across product, sales and engineering to lift customer satisfaction. The role is hybrid, with 3 days from home and 2 in the office, on a 15-month maternity-leave contract.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Team leadership

Client onboarding

B2B SaaS

CRM systems

Training & coaching

Stakeholder management

Project management

Education

Bachelor's degree in business, IT or related field

Tools

CRM software

MS Office

Project management tools

Job description

Customer Onboarding Lead

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

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 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

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.

Highly regarded

• experience with ERP or accounting systems, payments or fintech
• system integrations via REST APIs
• project management certifications.

Why join us

• 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