Manager of Strategic Customer Onboarding

Tipalti; Vancouver; Hybrid; CAD 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work model

Equity packages

Company events

Collaborative work spaces

Opportunities for professional growth

Inclusive community

Global opportunities and exposure

Authentic colleagues

Autonomy

Job summary

Tipalti seeks a Manager, Strategic Onboarding to lead a team delivering complex enterprise customer implementations. You will own portfolio health, staffing, and cross-functional collaboration to drive high-value outcomes.

Focus on scalable delivery practices, coaching, and proactive risk management, with senior-level engagement with customers and partners. Hybrid work in Vancouver region is supported.

Qualifications

• Detail-oriented and strategic leader with a strong delivery background.
• Proven track record leading complex fintech, payments, ERP, or financial-technology implementations.
• Experience managing a portfolio of enterprise customer implementations with accountability for delivery quality and risk.
• Excellent communication, prioritization, and decision-making skills.

Responsibilities

• Lead a team of Onboarding Managers responsible for complex and strategically important customer implementations.
• Own portfolio health, capacity, and forecast accuracy with proactive risk management.
• Establish consistent delivery rhythms and escalation paths across cross-functional teams.
• Coach and develop leaders, drive scalable processes, and remove systemic barriers to delivery.

Skills

People leadership

Onboarding

Portfolio management

Delivery risk

Cross-functional collaboration

AI-enabled delivery

Fintech familiarity

Jira

Salesforce

Executive communication

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 their escalation decisions without over-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

• Detail-oriented and well organized, with the ability to maintain strategic perspective while managing a complex delivery portfolioStrong executive presence and demonstrated ability to lead difficult customer conversations and high-stakes escalationsExcellent communication, prioritization, problem-solving, and decision-making skillsDemonstrated ability to build scalable processes and operating rhythms in a fast-changing environmentExperience leading complex fintech, payments, ERP, or financial-technology implementationsDemonstrated experience managing a portfolio of complex enterprise customer implementations, with accountability for delivery quality, customer outcomes, capacity, and riskFamiliarity with Salesforce, project-management platforms, and ticketing systems such as JiraStrong analytical skills and comfort using data to understand portfolio health, capacity, performance, and emerging risksExperience partnering closely with Product and Engineering organizations to resolve systemic customer-delivery challengesExperience leading teams through AI, automation, or significant delivery-process transformation7+ years of experience in Customer Onboarding, Professional Services, Implementation, or a similar customer delivery function within B2B SaaSStrong people leader with a track record of coaching experienced professionals, managing performance, and developing future leadersExperience working with implementation partners or systems integrators is a plusBA/BS in a related field or equivalent practical experience3+ years of direct people-management experience leading experienced implementation or onboarding professionalsStrong cross-functional leadership skills and the ability to influence Product, Engineering, Sales, Support, Alliances, and other stakeholders without direct authorityExcellent operational judgment, including the ability to distinguish between an individual project problem and a systemic delivery issueExperience operating in a high-growth SaaS environmentAbility to operate effectively in a fast-paced, deadline-driven environment