Merchant Onboarding Team Lead

Loop Subscriptions; Gurugram District; On-site; INR 3,500,000 - 5,500,000; Full time

Job summary

Loop Subscriptions in Gurgaon, India, seeks a Senior Onboarding leader to own merchant onboarding from sales handoff to Success handover. You will lead a team of Onboarding Specialists across regions, set standards, and drive time-to-live, quality, and early retention.

The role focuses on building a scalable onboarding engine, not day-to-day handoffs. You will partner with Sales, Implementation, Migration, Product and Success, define SLAs, track metrics, and push for product inputs to improve

Qualifications

• 7+ years in customer onboarding, implementation or customer success at a B2B SaaS company.
• 3+ years managing teams of 10+ people.
• Experience leading distributed teams across regions/time zones.
• Strong track record of scaling onboarding with improved time-to-value and retention.
• Comfort with technical setups: integrations, data migration, configuration.
• Hands-on with Salesforce and dashboards; data-driven leadership.

Responsibilities

• Own end-to-end onboarding delivery, setting SLAs, milestones, and go-live dates.
• Define onboarding playbooks, templates and documentation standards.
• Maintain accurate Salesforce, Sheets and dashboards; minimize manual tracking.
• Report onboarding health weekly/monthly to leadership with risks and actions.
• Lead and coach Onboarding Specialists across regions; plan capacity and hiring.

Skills

Onboarding leadership

Team management

B2B SaaS

Data-driven

Salesforce

Dashboarding

Cross-functional

Tools

Salesforce

Job description

Job Description:

About The Role

You will own merchant onboarding at Loop from sales handoff to Success handover, across three regions. You will lead a team of Onboarding Specialists, set the operating standard for every onboarding, and be accountable for time to go live, onboarding quality, and early churn. This role is about building a predictable onboarding engine that scales with our growth. It is not about running onboardings yourself.

What You Will Own

Onboarding Delivery and Governance

• Own end to end onboarding performance: kickoff SLAs, milestone adherence, and go live dates across the full merchant portfolio.
• Set the standards for kickoff, weekly touchpoints, configuration, migration validation and handover, and audit adherence.
• Step in personally on strategic, high value or at risk merchants.

Cross Functional Partnership

• Act as the primary escalation point for Sales, Implementation Engineering, Migration, Product and Success.
• Improve the sales to onboarding handoff so merchants are scoped correctly before kickoff.
• Agree SLAs and escalation paths with Implementation Engineering and Migration, and hold all sides to them.
• Turn recurring merchant feedback into prioritised product inputs and track them to resolution.

Process, Tooling and Reporting

• Own onboarding playbooks, templates and documentation standards.
• Keep Salesforce, Sheets and internal dashboards accurate, and remove manual tracking wherever possible.
• Report weekly and monthly on onboarding health to leadership, with risks and corrective actions.
• Identify bottlenecks using data and redesign the process to remove them.

Merchant Experience and Retention

• Own the merchant experience during onboarding, including handling of delays, product gaps and escalations.
• Drive down churn during onboarding and in the first 30 days post handover.
• Ensure every handover to Success is complete, documented and accepted by the Success team.

Team Leadership and Capacity

• Lead, coach and grow a team of Onboarding Specialists across regions
• Plan capacity and allocate merchants by region, complexity and specialist bandwidth.
• Hire, onboard and ramp new specialists. Set clear performance goals and run regular 1:1s and reviews.

What We Are Looking For

• 7+ years in customer onboarding, implementation or customer success at a B2B SaaS company, with 3+ years managing teams of 10 or more.
• Experience leading distributed teams across multiple regions and time zones.
• Strong track record of running onboarding at scale with measurable improvement in time to value and early retention.
• Comfort with technical setups: integrations, data migration, configuration. You do not need to code, but you need to hold your own with engineers.
• Hands on with Salesforce and dashboarding; data driven in how you run the team.
• Calm, clear communicator in escalations with merchants and senior internal stakeholders.