Onboarding Lead

United States Digital Space LLC; Greater London; On-site; GBP 60,000 - 90,000; Full time

Job summary

United States Digital Space LLC is seeking an Onboarding Lead to manage the first six months of client engagement, converting booked MRR into retained revenue. You will own onboarding from contract through CSM handoff, coordinating timelines, internal teams, and client expectations to ensure a successful, scalable start.

You will work with AE, legal delivery, and CSM teams across London and New York, driving risk management and data-driven improvements while nurturing strong client relationships

Qualifications

• 3+ years of experience in client onboarding, implementation, or project management within SaaS, professional services, or a related field.
• Full ownership mindset as the single point of accountability during onboarding.
• Strong client communication skills with proactive updates and professionalism.
• Exceptional project management across multiple onboardings with clear structures.
• Collaborative approach across AE, legal delivery, and CSM teams.
• Commercial awareness linking onboarding to retention and revenue.
• High adaptability for different onboarding contexts while maintaining process.
• Prior experience in legal services or private markets is advantageous.

Responsibilities

• Own the onboarding journey from contract to CSM handoff as the single accountable point for client experience during implementation.
• Project-manage each implementation: define timelines, milestones, coordinate internal teams, and keep onboarding on track.
• Serve as the primary client contact during onboarding, resolving questions quickly and maintaining momentum.
• Collaborate with Account Executives at handoff to align on expectations and pricing adjustments.
• Identify blockers early and manage risk across the onboarding portfolio.
• Conduct formal handoffs to the CSM team with a complete account brief.
• Track time-to-revenue, milestone completion, and CSAT to improve processes.
• Contribute to playbooks to raise onboarding standards across the team.

Skills

Project management

Onboarding

Client communication

Cross-functional collaboration

Data-driven

Adaptability

Commercial awareness

Private markets familiarity

Job description

The Company You’ll Join

the company is the connected platform and AI-native ecosystem for private capital. Built to replace fragmented tools with a single system of record, the company brings together the software, services, and legal infrastructure that founders use to manage equity, fund managers use to run administration and reporting, and legal teams use to close transactions. Trusted by 55,000 companies and 1.8M+ equity holders in 160+ countries, and 10,000 funds and SPVs representing $250B+ in assets under management, the company is transforming how private capital operates. Recognized by Fortune, Forbes, Fast Company, Inc. and Great Places to Work.

For more information about our offices and culture, check out our the company careers page.

The Problems You'll Solve

At the company, our employees set out on a mission to unlock the power of equity ownership for more people in more places. We believe that the problems we solve today unlock the opportunities of tomorrow. As Onboarding Lead, you'll own the first six months that determine whether a client becomes a long- term partner — converting booked MRR into live, retained revenue and setting every account up for long-term success.

The Onboarding Lead will:

• Own the onboarding journey from signed contract through to Customer Success Manager (CSM) handoff — acting as the single accountable point for client experience during implementation.
• Project-manage each implementation: define timelines, set milestones, coordinate internal teams, and keep every onboarding on track.
• Act as the primary client contact throughout onboarding — resolving questions quickly, maintaining momentum, and building trust from day one.
• Collaborate with Account Executives at handoff to fully understand client expectations, commitments made during the sales process, and any pricing adjustments needed.
• Identify and elevate blockers early, before they affect client sentiment or timelines — proactively managing risk across your onboarding portfolio.
• Conduct formal, structured handoffs to the CSM team — delivering a complete account brief covering client goals, relationship context, risks, and commercial details.
• Track and report on time-to-revenue, milestone completion rate, and CSAT throughout each onboarding — using data to continuously improve the process.
• Contribute to playbook development, sharing learnings that raise the bar for onboardingacross the team.

The Team You'll Work With

You'll be joining our the company Law Customer Success (CS) team. We manage the full client lifecycle —from welcoming new clients through onboarding to building deep, lasting relationships withestablished fund managers and their legal teams.

We sit at the intersection of legal delivery, commercial strategy, and operations. Day-to-day you'll work closely with AEs, legal delivery, and the CSM team. You'll report to the Global Head of CS and work as part of a growing global team across London and New York

the company’s London and Denmark locations are a product of our 2022 acquisitions of Capdesk and Vauban. Now operating as one global the company entity, our U.K. and Denmark locations will enhance the the company platform with Capdesk and Vauban as proprietary products.Click the links to read more about the acquisition of Capdesk from the company and Vauban from the company

About You

We're looking for a highly organised, client-focused professional who combines strong projectmanagement instincts with genuine relationship-building ability. You thrive in the space betweenstructure and ambiguity — holding a process together while staying human in every clientconversation.

Specifically, we're looking for:

• 3+ years of experience in client onboarding, implementation, or project managementwithin SaaS, professional services, or a related field. You know how to manage complex,multi-stakeholder projects to a deadline.
• Full ownership mindset. You're comfortable being the single point of accountability duringonboarding — and you take that responsibility seriously.
• Strong client communication skills. You communicate proactively, set clear expectations,and handle difficult conversations with professionalism and warmth.
• Exceptional project management skills. You track multiple onboardings simultaneouslywithout losing detail, and you use structure to create clarity for clients and internal teamsalike.
• Collaborative approach. You work naturally across AE, legal delivery, and CSM teams —marshalling internal resources to remove blockers and keep onboardings moving.
• Commercial awareness. You understand the link between a smooth onboarding and long-term client retention and revenue. You spot risks to commercial commitments early.
• High adaptability. No two onboardings are the same. You adapt your approach to theclient's context while keeping the process consistent.
• Data-driven approach. You track what matters — time-to-revenue, CSAT, milestonecompletion — and use those signals to improve your process.
• Prior experience in legal services or private markets is a significant advantage. Familiaritywith venture capital, private equity, or fund operations gives you an immediate leg up inunderstanding our clients' world.

At the company, you’re not just an employee. You’re a builder who is creating infrastructure that accelerates innovation and empowers more ownership. Cartans are helpful, relentless, unconventional and kind; representing the company’s Identity Traits. They work collaboratively and cross functionally to challenge the status quo; working towards a common goal of creating more owners in the private markets.

Salary

the company’s compensation package includes a market competitive salary, equity for all full time roles, exceptional benefits, and, for applicable roles, commissions plans. Our expected cash compensation (salary + commission if applicable)

Disclosures:

• We are an equal opportunity employer and are committed to providing a positive interview experience for every candidate. If accommodations due to a disability or medical condition are needed, please connect with the talent partner via email.
• the company uses E-Verify in the United States for employment authorization. See the E-Verify and Department of Justice websites for more details.
• For information on our data privacy policies, seePrivacy,CA Candidate Privacy, and Brazil Transparency Report.
• Please note that all official communications from us will come from an @the company.com or @the company-external.com domain. Report any contact from unapproved domains to [e-mail].