Head of Customer Onboarding & Delivery

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

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