Team Lead, Customer Success Onboarding

Jobtailor; Berlin; Vor Ort; EUR 70.000 - 110.000; Vollzeit

Zusammenfassung

Jobtailor is seeking an experienced Customer Success Onboarding Lead to drive the onboarding framework for new clients. You will build scalable processes, mentor a dedicated team, and align onboarding with sales, product, and support to ensure seamless handoffs.

The role requires fluency in English and German, strong project management, and a data-driven mindset to track KPIs and continuously improve the experience.

Qualifikationen

• Extensive experience in Customer Success or Onboarding, preferably B2B SaaS.
• Proven track record leading onboarding or CS teams with process improvement.
• Strong PM skills to manage multiple initiatives and stakeholders.

Aufgaben

• Develop and refine customer onboarding framework to ensure a smooth transition for new clients
• Create comprehensive onboarding documentation and resources tailored to different customer segments
• Continuously assess and improve onboarding workflows to enhance customer engagement and satisfaction
• Lead, mentor, and grow a high-performing Customer Success Onboarding team
• Set team performance goals and regularly assess progress through KPIs
• Collaborate with Sales, Product, and Support teams to ensure alignment and seamless handoffs
• Provide feedback to Product and Development teams about customer needs and potential improvements

Kenntnisse

Customer Success

Onboarding

Leadership

Project management

Data-driven decisions

English & German fluency

Tools

Salesforce (SFDC)

Jira

Jobbeschreibung

• Develop and refine customer onboarding framework to ensure a smooth transition for new clients


• Create comprehensive onboarding documentation and resources tailored to different customer segments


• Continuously assess and improve onboarding workflows to enhance customer engagement and satisfaction


• Lead, mentor, and grow a high-performing Customer Success Onboarding team


• Set team performance goals and regularly assess progress through KPIs


• Implement feedback loops and gather insights to continuously refine the onboarding process


• Collaborate with Sales, Product, and Support teams to ensure alignment and seamless handoffs


• Provide feedback to Product and Development teams about customer needs and potential improvements to the product


• Partner with senior stakeholders to align onboarding strategies with overall company goals and customer success objectives


• Utilize data and analytics to track onboarding success and identify areas for improvement


• Develop dashboards and reporting tools to provide real-time insights into onboarding performance


• Implement predictive models to forecast onboarding outcomes and proactively address potential challenges

Requirements

• Extensive experience in Customer Success, Onboarding, Consulting, or related roles, preferably in a B2B SaaS environment


• Proven track record in leading customer success or onboarding teams with a focus on process improvement and customer satisfaction


• Strong project management skills with the ability to manage multiple initiatives simultaneously


• Experience in using SFDC as CRM, Jira as Project Management tool and other customer success tools to enhance onboarding processes


• Excellent communication and interpersonal skills, capable of building relationships with both internal teams and customers


• Data-driven mindset with the ability to analyze and interpret data to drive strategic decisions


• Fluency in English and German