Team Lead for Customer Success Onboarding (m/f/d)

Rapid Data GmbH; Berlin; Vor Ort; EUR 90.000 - 120.000; Vollzeit

Benefits dieser Stelle

Dog friendly office

Flexible remote work options

Modern office in Berlin

Zusammenfassung

Rapid Data GmbH in Berlin seeks a Team Lead for Customer Success Onboarding to guide a dedicated onboarding team and shape customers' initial experience with our SaaS ERP for funeral homes.

You will develop onboarding framework, create documentation, lead KPI-driven initiatives, and collaborate with Sales, Product, and Support to ensure seamless handoffs. Fluency in English and German is required; some travel may be involved.

Qualifikationen

• Extensive experience in Customer Success, Onboarding, Consulting or related roles.
• Proven leadership of CS/onboarding teams with a focus on process improvement and customer satisfaction.
• Strong project management and data-driven decision making.

Aufgaben

• Develop and refine onboarding framework to ensure a smooth transition for new clients.
• Create onboarding documentation and resources tailored to customer segments.
• Continuously assess and improve onboarding workflows to boost engagement and satisfaction.
• Lead, mentor, and grow a high-performing onboarding team.
• Set team KPIs and regularly assess progress.
• Collaborate with Sales, Product, and Support to ensure alignment and smooth handoffs.
• Provide feedback to Product and Development about customer needs and improvements.

Kenntnisse

Team leadership

Customer Success

Onboarding

Data analytics

Project management

English

German

Stakeholder communication

Tools

SFDC (Salesforce)

Jira

Jobbeschreibung

Team Lead for Customer Success Onboarding (m/f/d)

Berlin Hybrid

Full-time

Job Description

As the Team Lead for Customer Success Onboarding at Rapid Data, you will play a pivotal role in shaping the success of our customers as they begin their journey with us. Your mission is to lead a team dedicated to providing exceptional onboarding experiences, ensuring seamless transitions into our SaaS ERP solutions for funeral homes. Your efforts will set the foundation for long-term customer satisfaction and retention.

• Develop and refine our customer onboarding framework to ensure a smooth and efficient 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 andidentifyareas for improvement
• Develop dashboards and reporting tools toprovidereal-time insights into onboarding performance
• Implement predictive models to forecast onboarding outcomes and proactively address potential challenges
• Extensiveexperience in Customer Success, Onboarding, Consulting, or related roles, preferably in a B2B SaaS environment
• Proventrack recordin 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 usingSFDC asCRM, Jira asProjectManagement toolandothercustomer 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
• Primarily remote with occasional travel required to meet with team members and stakeholders

What we offer:

• A modern office space in Berlin (with flexible remote work options)
  
• A culture of continuous learning, innovation, and professional growth
• Opportunities to contribute to products that make a real impact
• Dog friendly office