Head Of Onboarding

Rydoo Inc.; Lisboa; Presencial; EUR 70 000 - 90 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Meal vouchers €9/day

Hybrid work policy

On Tour mobility program

Professional freedom

Resumo da oferta

Rydoo is seeking an experienced Onboarding Lead to drive the onboarding strategy for our international customers. You will build and lead a high‑performing onboarding team within a fast‑paced, global SaaS environment and partner with Sales, Success, Product, and Engineering to ensure swift value realization.

In this role, you will define standards, optimize processes, own KPIs, and scale programs across business lines while fostering a culture of continuous improvement and customer advocacy.

Qualificações

• Bachelor's degree in Business Administration or related field.
• Minimum of 5 years in Customer Onboarding, Customer Success, Professional Services or related, with at least 3 years in people leadership.
• Experience in a B2B SaaS environment, preferably in Expense Management, Accounts Payable, ERP or Finance Tech.
• Proven ability to develop onboarding strategies that boost adoption, satisfaction and efficiency.
• Experience leading onboarding/implementation teams, including coaching and performance management.
• Strong business acumen and understanding of onboarding impact on retention and revenue growth.
• Experience with onboarding, project management and customer engagement platforms; Planhat is a plus.
• Native or fluent English; Dutch/Norwegian a plus.

Responsabilidades

• Own onboarding strategy and operational performance to enable customers to realize value quickly.
• Lead and develop the onboarding organization for high‑performing culture and accountability.
• Develop and implement strategies to optimize onboarding experience and reduce time‑to‑value.
• Define and maintain onboarding standards, methodologies, and best practices for consistency.
• Harmonize onboarding processes across business lines for scalable practices.
• Own onboarding KPIs and outcomes; monitor in Planhat and drive improvements.
• Lead workforce planning, hiring, and capacity planning to scale the organization.
• Drive operational excellence by improving processes and leveraging automation and AI.
• Collaborate with Sales, CS, Product, Support, and Engineering to improve the customer journey.
• Act as executive escalation for complex onboarding challenges and cross‑functional coordination.
• Deliver enablement and training programs for internal stakeholders to ensure alignment.
• Champion customer advocacy and reflect needs in onboarding strategies.
• Lead organizational change initiatives to adopt new processes and tools across teams.
• Adhere to Rydoo's security policy and participate in security training.

Conhecimentos

People leadership

Customer onboarding

Onboarding strategy

B2B SaaS

Stakeholder management

English fluency

Formação académica

Bachelor's degree in Business Administration

Ferramentas

Planhat

Descrição da oferta de emprego

Since 2020, Semine has been building AI-driven technology designed to eliminate the repetitive, manual tasks that slow down accounting teams. By automating accounts payable processes and reducing administrative burden, Semine empowers finance professionals to focus on analysis, strategy, and value creation rather than data entry.

In July 2025, Semine joined forces with Rydoo and is now a Rydoo company. Together, we are advancing a shared vision: simplifying financial operations through intelligent automation. By combining Semine’s AI expertise in accounts payable with Rydoo’s trusted expense management platform – used by more than one million users worldwide – we are creating a comprehensive, AI-powered solution that streamlines both expenses and payables in one seamless ecosystem.

As a global team of more than 200 professionals, we believe technology should make complex processes simpler and more efficient. If you’re driven to build impactful solutions and shape the future of financial automation, you’ll fit right in.

Next to our amazing team, informal & international company culture and our mission to become the N1 expense management tool in Europe, we offer some nice benefits that make working at Rydoo even more fun:

Rydoo in a snapshot

• Ambitious international team
• 33 nationalities speaking over 15 languages
• 240+ employees across multiple countries
• Easy-to-use spend management app available on iPhone and Android
• Supporting over 10,000+ clients and 1 million+ users worldwide
• 4.6 employer score on Glassdoor
• Hybrid work policy
  

Responsibilities

• Own the onboarding strategy and operational performance, ensuring smooth, efficient and scalable implementations that enable customers to realize value quickly.
• Lead and develop the onboarding organization, fostering a high‑performing culture focused on customer success, accountability, collaboration and continuous improvement.
• Develop and implement strategies to optimize the onboarding experience, improve customer satisfaction, and reduce time‑to‑value.
• Define and maintain onboarding standards, methodologies, documentation and best practices to ensure consistency and quality across all customer engagements.
• Harmonize onboarding processes and ways of working across both business lines, ensuring successful integration, operational consistency and scalable best practices.
• Own onboarding KPIs and business outcomes, including onboarding duration, Time‑to‑Value, onboarding quality, customer satisfaction, implementation capacity and operational efficiency. Monitor performance in Planhat and drive continuous improvements.
• Lead workforce planning, hiring, resource allocation and capacity planning to ensure the onboarding organization can scale in line with business growth.
• Drive operational excellence by continuously improving processes, leveraging automation and AI where appropriate and identifying opportunities to increase efficiency and scalability.
• Partner closely with Sales, Customer Success, Product, Support, and Engineering to continuously improve the customer implementation journey and ensure customer feedback is incorporated into product and process improvements.
• Act as the executive point of escalation for complex onboarding challenges, coordinating cross‑functional teams to ensure successful customer outcomes.
• Develop and deliver enablement and training programs for internal stakeholders involved in the onboarding process to ensure alignment and operational excellence.
• Champion customer advocacy across the organization, ensuring customer needs are reflected in onboarding strategies and decision‑making.
• Lead organizational change initiatives related to onboarding, driving adoption of new processes, tools and ways of working across teams.
• Adhere to Rydoo's Information Security Policy, follow security best practices and participate in mandatory security training.

Qualifications

• Bachelor's degree in Business Administration or a related field; Master's degree is a plus.
• Minimum of 5 years of experience in Customer Onboarding, Customer Success, Professional Services or a related customer‑facing function, including at least 3 years in a people leadership role.
• Experience working within a B2B SaaS environment, preferably in Expense Management, Accounts Payable, ERP or broader Finance Technology.
• Demonstrated experience developing and executing onboarding strategies that improve customer adoption, satisfaction and operational efficiency.
• Proven experience managing and developing high‑performing onboarding or implementation teams, including coaching, performance management and talent development.
• Strong business acumen with a solid understanding of how onboarding contributes to customer adoption, retention and long‑term revenue growth.
• Experience leading organizational change and driving process standardization across teams or business units.
• Excellent stakeholder management, communication, and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organization.
• Strong analytical, problem‑solving, and decision‑making skills, with the ability to prioritize effectively in a fast‑paced environment.
• Experience with onboarding, project management and customer engagement platforms. Experience with Planhat is a plus.
• Native or fluent command of English.
• Working proficiency in Dutch or Norwegian is a plus.

Benefits

• A competitive package, including salary and benefits
• Meal vouchers of €9 per day
• Rydoo Hybrid work policy: decide for yourself where you are most efficient
• Rydoo On Tour: our international mobility program that gives employees the possibility to temporarily relocate to one of the countries we have a Rydoo office.
• Professional freedom and a flexible work environment
• Upskilling through training and coaching programs
• Regular company and team events
• Wonderful international team with more than 33 different nationalities
• Free Portuguese language classes
• Spectacular onboarding program for all new Rydooer’s
• Free drinks, fruits & snacks to provide you with all the energy to do your job + the occasional after work drink, and great parties
• Permanent contract