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

Rapid Data GmbH Unternehmensberatung; Berlin; On-site; EUR 80,000 - 100,000; Full time

Benefits offered by this job

Flexible remote work

Dog friendly office

Modern office in Berlin

Job summary

Rapid Data is seeking a Team Lead for Customer Success Onboarding to shape onboarding experiences for our SaaS ERP solutions. You will lead a dedicated onboarding team, develop scalable processes, and collaborate across Sales, Product, and Support to ensure smooth handoffs and long-term customer success.

This role is primarily remote with occasional travel to meet stakeholders. Ideal candidates bring extensive experience in Customer Success or onboarding in a B2B SaaS setting, proven leadership,

Qualifications

• Experience in Customer Success or onboarding in a B2B SaaS environment.
• Proven leadership of CS or onboarding teams with focus on process improvement.
• Strong project management skills for multiple initiatives.
• Experience using SFDC as CRM and Jira for project management.
• Excellent communication and interpersonal skills.
• Data-driven mindset for actionable insights.
• Fluency in English and German.
• Primarily remote with occasional travel.

Responsibilities

• Develop and refine onboarding framework for new clients.
• Create onboarding docs and resources tailored to segments.
• Improve onboarding workflows to boost engagement and satisfaction.
• Lead and grow the Customer Success Onboarding team.
• Set team goals and track KPIs.
• Implement feedback loops to refine onboarding processes.
• Collaborate with Sales, Product, and Support for alignment.
• Provide feedback to Product/Development about customer needs.
• Align onboarding strategy with company goals and CS objectives.
• Use data to track onboarding success and identify areas for improvement.
• Develop dashboards and reporting tools for real-time insights.
• Develop predictive models to forecast onboarding outcomes.

Skills

Customer Success

Onboarding

Consulting

Team leadership

Project management

Data-driven

English-German fluency

SFDC / CRM tools

Tools

SFDC

Jira

CRM systems

Job description

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.

Your tasks:

• 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

Your skillset:

• 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

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