Manager of Strategic Customer Onboarding

Tipalti; Toronto; Hybrid; CAD 110,000 - 170,000; Full time

Benefits offered by this job

Hybrid work model

Equity packages

Company events

Opportunities for professional growth

Inclusive community

Global exposure

Autonomy

Job summary

Tipalti is seeking a Manager, Strategic Onboarding in Toronto to lead a team delivering complex customer implementations. You will drive portfolio health, staffing, and cross-functional collaboration to ensure high-value onboarding outcomes.

You will coach senior professionals, establish scalable delivery practices, and partner with Product and Engineering to remove systemic barriers. Strong executive presence is essential.

Qualifications

• 3+ years of direct people-management experience leading onboarding or implementation teams.
• Experience in B2B SaaS, fintech/payments, ERP, or fintech implementations.
• Proven ability to coach and develop senior professionals.
• Strong cross-functional leadership and executive presence.
• Excellent communication, prioritization, problem-solving, and decision-making skills.
• Experience with AI, automation, or delivery-process transformation.
• BA/BS in related field or equivalent practical experience.
• Experience leading complex enterprise customer implementations.

Responsibilities

• Lead a team of Onboarding Managers responsible for complex customer implementations.
• Own portfolio health, capacity, risk, and forecast accuracy.
• Establish operating cadence and escalation processes.
• Recruit, hire, onboard, and develop new team members.
• Partner with Product, Engineering, Support, Sales, and Services.
• Champion AI-enabled delivery workflows and drive adoption.
• Provide leadership to remove systemic delivery barriers.

Skills

Team leadership

Stakeholder management

Project management

Data analysis

Communication

Strategic thinking

AI adoption

Education

BA/BS in related field

Tools

Salesforce

Jira

Job description

• As the Manager, Strategic Onboarding, you will lead a team responsible for Tipalti’s most complex and strategically important customer implementations, including both internally delivered and partner-led engagements
• You will be accountable for the performance, development, and success of your team and the overall health of the delivery portfolio, ensuring projects are appropriately staffed, risks are identified and addressed early, and customers receive a consistently high-quality onboarding experience
• You will own portfolio-level delivery performance, capacity and resource management, operational cadence, and first-line escalation management for your team
• You will coach and develop experienced Onboarding Managers, establish repeatable and scalable delivery practices, and partner cross-functionally to remove systemic barriers to successful implementation
• This is a people and portfolio leadership role, not an individual implementation role. Success is measured by the performance of the team and portfolio—not by personally carrying customer implementations
• Lead, coach, and develop a team of experienced Onboarding Managers responsible for complex and strategically important customer implementations
• Establish clear performance expectations, provide regular coaching and feedback, and create development opportunities that strengthen the team’s delivery and leadership capabilities
• Build a culture of ownership and accountability in which Onboarding Managers independently lead their portfolios and elevate intentionally rather than relying on management to run projects for them
• Recruit, hire, onboard, and develop new team members as the organization grows
• Own performance management, goal setting, and development planning for the team
• Own the overall health and performance of the Strategic Onboarding portfolio, including project health, delivery risk, time-to-value, customer experience, capacity, and forecast accuracy
• Establish and lead a consistent portfolio operating cadence that surfaces risks early, drives clear ownership of actions, and enables proactive intervention before issues become escalations
• Own staffing and capacity management across the team, balancing customer needs, project complexity, team capabilities, and business priorities
• Serve as the first level of management escalation for at-risk implementations, providing leadership and executive customer engagement when appropriate while maintaining clear ownership with the assigned Onboarding Manager
• Provide leadership oversight for Tipalti’s most complex and strategically important implementations, ensuring teams have the resources, cross-functional support, and decision-making required for successful delivery
• Identify patterns across projects and escalations and translate them into systemic improvements rather than repeatedly solving the same issues customer by customer
• Maintain accurate portfolio visibility and forecasting, using data to identify emerging risks, capacity constraints, and opportunities to improve delivery performance
• Provide operational oversight of strategic partner-led implementations within the broader Strategic Onboarding portfolio, ensuring appropriate visibility, governance, escalation management, and consistent delivery standards across both Tipalti-led and partner-led engagements
• Identify and implement improvements to delivery processes, tools, and operating practices that increase consistency, scalability, and customer outcomes
• Use portfolio data and frontline insights to identify systemic delivery issues and drive improvements across the organization
• Partner with Product, Engineering, Support, Sales, Professional Services, Alliances, and other cross-functional teams to resolve recurring delivery barriers and represent the needs of Strategic Onboarding
• Ensure lessons learned, delivery patterns, and successful practices are captured and reused across the team rather than remaining with individual team members
• Share structured product and process feedback with appropriate stakeholders to improve the customer onboarding experience
• Establish clear ownership and escalation paths for cross-functional dependencies that impact customer delivery
• Champion adoption of AI-enabled delivery workflows across Strategic Onboarding, partnering with the AI Strategy function to identify high-value opportunities, drive frontline adoption, and measure operational impact
• Help evolve team roles and operating practices as AI removes administrative work, enabling Onboarding Managers to spend more time on strategic customer engagement and higher-value delivery activities
• Provide frontline feedback and operational insights to help ensure AI capabilities address real delivery challenges and create measurable value
• Reinforce new AI-enabled ways of working through coaching, operating cadence, and performance expectations

Benefits

• Hybrid work model
• Equity packages
• Company events
• Collaborative work spaces
• Opportunities for professional growth
• Inclusive community
• Global opportunities and exposure
• Authentic colleagues
• Autonomy

Ability to operate effectively in a fast-paced, deadline-driven environmentExperience operating in a high-growth SaaS environmentStrong executive presence and demonstrated ability to lead difficult customer conversations and high-stakes escalationsFamiliarity with Salesforce, project-management platforms, and ticketing systems such as JiraExperience partnering closely with Product and Engineering organizations to resolve systemic customer-delivery challengesDemonstrated experience managing a portfolio of complex enterprise customer implementations, with accountability for delivery quality, customer outcomes, capacity, and risk7+ years of experience in Customer Onboarding, Professional Services, Implementation, or a similar customer delivery function within B2B SaaSExcellent operational judgment, including the ability to distinguish between an individual project problem and a systemic delivery issueDetail-oriented and well organized, with the ability to maintain strategic perspective while managing a complex delivery portfolioStrong analytical skills and comfort using data to understand portfolio health, capacity, performance, and emerging risksDemonstrated ability to build scalable processes and operating rhythms in a fast-changing environmentStrong people leader with a track record of coaching experienced professionals, managing performance, and developing future leadersExcellent communication, prioritization, problem-solving, and decision-making skillsStrong cross-functional leadership skills and the ability to influence Product, Engineering, Sales, Support, Alliances, and other stakeholders without direct authorityExperience leading teams through AI, automation, or significant delivery-process transformationBA/BS in a related field or equivalent practical experience3+ years of direct people-management experience leading experienced implementation or onboarding professionalsExperience leading complex fintech, payments, ERP, or financial-technology implementationsExperience working with implementation partners or systems integrators is a plus