Onboarding Lead: SaaS & Client Success

Carta; 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

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