Merchant Onboarding Team Lead

Loop Subscriptions; India; Presencial; INR 3.500.000 - 7.000.000; Jornada completa

Descripción de la vacante

Loop Subscriptions is seeking a senior Onboarding leader to own end-to-end onboarding delivery across regions, ensuring timely go-lives and high-quality handoffs. Lead a team of Onboarding Specialists, set standards, and drive predictable, scalable onboarding for a growing merchant base.

You will partner with Sales, Implementation, Migration, Product and Success to optimize handoffs, define SLAs, and reduce early churn while maintaining audit and knowledge standards.

Formación

• 7+ years in customer onboarding, implementation or customer success at a B2B SaaS company, with 3+ years managing teams of 10+.
• Experience leading distributed teams across 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.
• Hands on with Salesforce and dashboarding; data-driven in how you run the team.

Responsabilidades

• Onboarding Delivery and Governance: Own end to end onboarding performance across the merchant portfolio with SLAs and go-live dates.
• Cross Functional Partnership: Escalation point for Sales, Implementation Engineering, Migration, Product and Success.
• Process, Tooling and Reporting: Own playbooks, templates, and dashboards; report onboarding health weekly/monthly.

Conocimientos

Onboarding leadership

Team management

Cross-functional collaboration

SaaS onboarding

Data-driven

Descripción del empleo

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.

Originally posted on Himalayas