Manager, Strategic Customer Onboarding

Socket.dev; Vancouver; On-site; CAD 110,000 - 150,000; Full time

Job summary

Tipalti is seeking a Manager, Strategic Onboarding in Vancouver to lead a team delivering complex customer implementations across internal and partner-led engagements. You will own portfolio health, staffing, risks, and customer outcomes, while coaching Onboarding Managers to scale delivery.

This is a people- and portfolio-leadership role where success is measured by the team's performance and value delivered to customers, not by hands-on implementation alone.

Qualifications

• 7+ years of experience in Customer Onboarding, Professional Services, Implementation, or a similar customer delivery function.
• 3+ years of direct people-management experience leading experienced implementation or onboarding professionals.
• Experience managing a portfolio of complex enterprise customer implementations, with accountability for delivery quality, customer outcomes, capacity, and risk.
• Strong people leader with a track record of coaching experienced professionals, managing performance, and developing future leaders.
• Strong executive presence and demonstrated ability to lead difficult customer conversations and high-stakes escalations.
• Excellent operational judgment, including the ability to distinguish between an individual project problem and a systemic delivery issue.
• Demonstrated ability to build scalable processes and operating rhythms in a fast-changing environment.

Responsibilities

• Lead, coach, and develop a team of Onboarding Managers responsible for complex and strategically important customer implementations.
• Establish clear performance expectations, provide regular coaching and feedback, and create development opportunities.
• Build a culture of ownership and accountability where managers independently lead portfolios and escalate intentionally.
• 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, and customer experience.
• Establish a consistent portfolio operating cadence that surfaces risks early and enables proactive intervention.
• Own staffing and capacity management across the team, balancing customer needs and priorities.

Skills

Onboarding leadership

Portfolio management

People management

Executive communication

Risk management

Cross-functional collaboration

Data-driven decisions

Education

BA/BS in related field or equivalent practical experience

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.

Why join Tipalti?

Tipalti is the AI-powered platform for finance automation, elevating how finance teams operate in the global economy. We empower our customers to scale faster and smarter by removing the complexities of doing global business and accelerating their finance operations efficiency. Our platform provides a comprehensive suite of finance automation solutions designed for mid-market businesses across accounts payable, global payouts, procurement, employee expenses, corporate cards, supplier management, tax compliance, and treasury. Tipalti partners with leading financial institutions such as Citi, Wells Fargo, J.P. Morgan, and Visa, enabling over 5,000 global companies to efficiently and securely pay millions of suppliers and payees across 200+ countries and territories, in 120 currencies.

At Tipalti, we pride ourselves on our collaborative culture, the quality of our product and the capabilities of our people. Tipaltians are passionate about the work they do, and keen to get the job done. Tipalti offers competitive benefits, a flexible workplace, career coaching, and an environment where diverse individuals can thrive and make an impact. Our culture ensures everyone checks their egos at the door and stands ready to reach for success together.

Founded in Israel in 2010, Tipalti is a global business headquartered in the San Francisco Bay Area (Foster City) with offices in Tel Aviv, Plano, Toronto, Vancouver, London, Amsterdam, Tbilisi and Medellin.

In this role, you will be responsible for:

• 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 escalates 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.

About you

• 7+ years of experience in Customer Onboarding, Professional Services, Implementation, or a similar customer delivery function within B2B SaaS.
• 3+ years of direct people‑management experience leading experienced implementation or onboarding professionals.
• Demonstrated experience managing a portfolio of complex enterprise customer implementations, with accountability for delivery quality, customer outcomes, capacity, and risk.
• Strong people leader with a track record of coaching experienced professionals, managing performance, and developing future leaders.
• Strong executive presence and demonstrated ability to lead difficult customer conversations and high‑stakes escalations.
• Excellent operational judgment, including the ability to distinguish between an individual project problem and a systemic delivery issue.
• Demonstrated ability to build scalable processes and operating rhythms in a fast‑changing environment.
• Strong cross‑functional leadership skills and the ability to influence Product, Engineering, Sales, Support, Alliances, and other stakeholders without direct authority.
• Strong analytical skills and comfort using data to understand portfolio health, capacity, performance, and emerging risks.
• Excellent communication, prioritization, problem‑solving, and decision‑making skills.
• Detail‑oriented and well organized, with the ability to maintain strategic perspective while managing a complex delivery portfolio.
• Ability to operate effectively in a fast‑paced, deadline‑driven environment.
• BA/BS in a related field or equivalent practical experience.
• Experience leading complex fintech, payments, ERP, or financial