Customer Onboarding Lead

Stampede; City of Edinburgh; On-site; GBP 40,000 - 50,000; Full time

Job summary

A leading SaaS company in Edinburgh is seeking a Customer Onboarding Lead to enhance the onboarding journey and lead training efforts. This role demands expertise in customer education and a proactive, systems-oriented mindset. Ideal candidates will have 3+ years in SaaS onboarding and proven experience in designing onboarding frameworks. The position offers a competitive salary and opportunities for team growth and development.

Benefits

33 days holiday per year

Premium equipment (Apple)

Performance-based incentives

Qualifications

• 3+ years in SaaS onboarding, implementation, or customer education/training.
• Proven experience designing and leading onboarding frameworks in a fast-paced environment.
• Technical aptitude to guide users through setup and integrations.

Responsibilities

• Own and improve the customer onboarding journey from kickoff to go-live.
• Deliver high-impact training sessions for new and existing customers.
• Build and document scalable onboarding frameworks and SOPs.

Skills

Customer-first mindset

Systems thinking

Clear communication

Adaptability

Proactive problem-solving

Tools

HubSpot

Zendesk

Notion

Slack

Job description

Company Description

Who We Are

At Stampede AI, we’re reshaping how hospitality businesses deliver guest experiences. Stampede's cloud-based platform helps customers manage WiFi, marketing, and customer data with ease. As the product evolves rapidly, we need someone who can ensure Stampede customers evolve with it, through expert onboarding, structured training, and scalable success systems.

Job Description

• Role: Customer Onboarding Lead
• Location: Edinburgh
• Salary: 40k to 50k
• Type: Full-Time
  
  

Reports to: Head Of Commercial

This role is ideal for someone who thrives at the intersection of training, technical onboarding, process design, and team leadership. You will own the entire post-sale onboarding journey; from initial setup and technical implementation to user enablement and early product success.

You’ll not only lead customer onboarding but also build and manage the systems, playbooks, and team that scale this function. You must be confident in adapting to a fast-changing product environment and bringing clarity and consistency to our onboarding experience.

Key Responsibilities

Onboarding & Implementation

• Own and continuously improve the customer onboarding journey—from kickoff to go-live
• Design tailored onboarding plans aligned to customer goals and use cases
• Ensure customers are technically configured, trained, and confident in using the platform
• Manage technical setup in collaboration with internal support and product teams
• Track onboarding progress and maintain clear documentation for internal visibility
  
  

Training & Enablement

• Deliver high-impact training sessions (1:1, group, or webinar) for new and existing customers
• Develop engaging self-service materials (videos, guides, walkthroughs) to support product adoption
• Keep training content current as the product evolves, maintaining a library of learning resources
• Assess gaps in customer knowledge and proactively address them
  
  

️ Systems Design & Process Ownership

• Build and document scalable onboarding frameworks and standard operating procedures
• Select, manage, and optimise tooling (e.g., CRM, LMS, knowledge base, onboarding software)
• Measure onboarding effectiveness using data (e.g., time-to-value, completion rates, adoption benchmarks)
  
  

Team Leadership

• Lead and grow a small onboarding/training team, setting direction and performance expectations
• Coach team members on technical delivery, soft skills, and product knowledge
• Foster a high-accountability, customer-first culture in the onboarding function
  
  

Cross-Functional Collaboration

• Partner with Sales to ensure smooth post-sale handoff and accurate expectation setting
• Collaborate with Product and Support to close onboarding gaps and resolve technical blockers
• Feed onboarding insights into product development and documentation
  
  

Qualifications

What You’ll Need

Experience

• 3+ years in SaaS onboarding, implementation, or customer education/training
• Proven experience designing and leading onboarding frameworks in a fast-paced environment
• Experience with CRM, ticketing, and customer training platforms (HubSpot, Zendesk, etc.)
• Technical aptitude—able to guide users through configuration, integrations, and best practices
• Previous team leadership or people management experience (even informal leadership counts)
  
  

Mindset & Skills

• Customer-first – everything you do is in service of helping users succeed
• Systems thinker – you build repeatable, scalable processes and measure what matters
• Adaptable – you keep pace with a rapidly evolving product and industry
• Clear communicator – you can explain complex ideas simply, and make training stick
• Proactive – you spot friction before the customer feels it.
  
  

Additional Information

Tools & Technologies

You’ll be working with a modern, collaborative tech stack that supports automation, transparency, and fast decision-making:

• HubSpot – For customer relationship management, pipeline tracking, and usage insights.
• Notion – To document, share, and continuously improve onboarding playbooks, training resources, and customer success processes.
• Slack – To maintain responsive communication across teams and with customers, accelerating resolution and collaboration.
• Zendesk – To manage customer support tickets, monitor resolution progress, and ensure seamless handoffs between support and success.
• Zapier & AI automation tools (nice to have) – To automate routine workflows, trigger proactive messaging, and deliver scalable personalisation across the customer lifecycle.
  
  

What’s in It for You?

• Competitive salary + performance-based incentives
• 33 days holiday per year
• Premium equipment (Apple)
• High-impact role with ownership of a mission-critical function
• Opportunity to grow a team and shape the future of onboarding at a fast-moving SaaS company
  
  

Apply Now

If you’re passionate about making customers successful from day one—and have the skills to lead onboarding at scale—we’d love to hear from you. Apply with your CV and a cover letter sharing why you’re the perfect fit.

Required Video Submission – Tell Us About Yourself

As part of your application, please record and submit a short video (maximum 2 minutes) covering the following:

• A quick introduction: who you are and your background
• Why you’re interested in this role and our company
• What excites you most about the opportunity
• Anything else you'd like us to know about you
  
  

This video is a mandatory part of the application. It doesn’t need to be professionally edited—we value authenticity over polish. A simple phone or webcam recording is perfect.

Please upload your video to a platform like Google Drive, Loom, or YouTube (set to “Anyone with the link can view”), and include the link in your application.