Head of Customer Onboarding

Accesspay; Manchester; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

25 days’ holiday

Birthday off

Volunteer days

Pension scheme

Wellbeing allowance

Cycle to work

Health plan

Free meals in Manchester office

Dog-friendly office

Training opportunities

Tree-planting for new joiners

Job summary

AccessPay is seeking a Head of Customer Onboarding to lead the onboarding and delivery of implementations for finance and treasury customers in a growing SaaS business. You will shape project planning, runbooks and governance, and work across Sales, Product, Engineering, and Customer Success to ensure smooth transitions from contract to value realization.

You will lead and develop the Customer Onboarding Managers, manage complex projects, and collaborate with multiple teams to improve

Qualifications

• Experience leading customer onboarding, implementations, project delivery or professional services in a SaaS or technology business. Fintech experience is a plus.
• Proven track record of managing and developing customer-facing delivery teams across competing projects.
• Strong working knowledge of SaaS implementation models, project governance and driving customer adoption.

Responsibilities

• Lead customer implementations and change projects from scoping through delivery with clear milestones.
• Establish governance, milestone tracking, risk management and escalation for senior visibility.
• Define onboarding success metrics and value milestones across product lines.
• Coordinate with Sales, Product and Engineering to align scope and dependencies for go-live.
• Coach and develop onboarding managers in delivery, stakeholder management and communication.
• Forecast delivery demand and plan team capacity around upcoming projects and commitments.
• Use reviews and feedback to improve time to value, on-time delivery and customer satisfaction.

Skills

Customer onboarding

Project delivery

Stakeholder management

SaaS / fintech

Capacity planning

Job description

Head of Customer Onboarding

Department: Customer Success

Employment Type: Full Time

Location: United Kingdom

Reporting To: Fiona Brown

Description

Job Title: Head of Customer Onboarding

Employment type: Permanent, hybrid (2 days per week in our Manchester Office)

Salary: Competitive, depending on experience

We’re looking for a Head of Customer Onboarding to lead the team that helps finance and treasury customers get up and running with AccessPay, a growing, PE-backed SaaS business.

Reporting to the Customer Success Director, you’ll own how we deliver implementations for new customers and change projects for existing customers. You’ll have the scope to shape how projects are planned and run, shorten the time it takes for customers to see value and make delivery more predictable as we grow.

You’ll lead and develop our Customer Onboarding Managers and stay close to delivery, helping the team work through complex projects and resolve issues. You’ll work with Sales, Product, Engineering, Customer Success and Customer Operations to make sure customers move smoothly from contract signature through implementation and into ongoing use.

Key Responsibilities

• Lead customer implementations and change projects from scoping through delivery, with clear responsibilities, agreed milestones and a plan for resolving issues when projects are at risk.
• Develop a consistent approach to project governance, milestone tracking, risk management and escalation, and give senior leaders a clear view of project status, blockers and capacity.
• Define what a successful onboarding looks like for different products and customer segments, including the milestones that show customers are starting to get value from the platform.
• Work with Sales to hand over agreed scope and customer expectations, with Product and Engineering to resolve technical dependencies, and with Customer Success and Customer Operations to support adoption after go-live.
• Lead, coach and develop Customer Onboarding Managers, building their skills in project delivery, stakeholder management and customer communication.
• Forecast delivery demand and plan team capacity around upcoming projects and existing customer commitments.
• Use project reviews, delivery data and customer feedback to improve time to first value, on-time completion and customer satisfaction. Simplify or automate repeatable work and address the causes of avoidable escalations and rework.

This is an opportunity to shape how AccessPay delivers customer projects as we grow. You’ll lead an established team and have a direct influence on how quickly customers can put the platform to work and get value from it.

Skills, Knowledge and Expertise

You’ll be comfortable moving between a detailed discussion about a project at risk and a conversation with senior leaders about how the delivery function is performing. You’ll know how to help a team make decisions when customer expectations, technical dependencies and capacity all need to be considered.

We’re looking for:

• Experience leading customer onboarding, implementation, project delivery or professional services in a SaaS or technology business. Fintech experience would be a big advantage.
• A track record of managing and developing customer-facing delivery teams, with experience planning capacity across competing projects.
• A strong working knowledge of SaaS implementation models, project governance and what drives customer adoption.
• Examples of improving time to value, delivery predictability or the onboarding experience, with the ability to explain how you measured the change.
• Clear communication and the confidence to work with customers, technical teams, commercial teams and senior leaders when delivery decisions need to be made.
• Commercial judgement and confidence using delivery data and customer feedback to prioritise improvements that support customer satisfaction and retention.

Why join us?

At AccessPay, we believe that great technology starts with great people. We're a leading fintech helping organisations streamline payments and cash management, but what really sets us apart is our culture. Recognised as one of the UK's Best Workplaces, we’re committed to creating an environment where people feel supported, challenged and empowered to do their best work every day.

Check out our Company page on the Great Place to Work website: Working at AccessPay | Great Place To Work UK

Alongside hybrid working and a collaborative team, we offer:

• 25 days’ holiday plus public holidays increasing with length of service.
• Birthday off work.
• 2 paid volunteer days a year
• Holiday Purchase scheme
• We operate a Salary Exchange pension scheme which you will be auto-enrolled into from day one of employment.
• £240 yearly Wellbeing Allowance
• Enhanced maternity, paternity, and adoption leave
• Cycle to work scheme
• Health cash plan
• Free breakfast & lunch when in the Manchester office
• Discounted Parking in Manchester
• Access to training - both internal and external
• We plant a tree for every new joiner that joins us!
• We are a Dog-Friendly office
• And many more!