Head of Onboarding & Implementation (Remote)

Epos Now; Orlando (FL); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Epos Now is seeking a seasoned Head of Onboarding to own the regional customer journey from discovery through graduation. You will lead a multi-skilled team, align onboarding with Sales, Risk, Product and Support, and drive KPI-driven improvements in both retention and time-to-value.

Based in the United States (Orlando) or remotely, you will manage performance, coach Team Leaders, and shape scalable processes to ensure 95% KYC completion, rapid integrations, high CSAT and strong NPS outcomes.

Qualifications

• Senior leadership experience in onboarding, implementation, customer success or post-sales.
• Strong stakeholder management across Sales, Risk, Product and Support.
• Proven planning, forecasting and performance management against targets.
• Analytical and reporting capability with data-driven decision making.
• Track record of coaching and developing people.

Responsibilities

• Lead regional onboarding strategy aligned with wider business objectives.
• Own onboarding performance, KPIs and reporting.
• Oversee KYC, compliance and risk management.
• Maintain high standards of quality throughout the customer journey.
• Coach Team Leaders and foster a high-performance culture.
• Drive continuous improvement across onboarding processes.
• Collaborate cross-functionally to enhance customer experience.
• Achieve KPIs: 95% KYC, 95% integration, avg 10 days integration, CSAT 8.5+, NPS +40+, 100% QA within 24h.

Skills

Senior leadership

Onboarding leadership

Data analytics

Stakeholder management

CRM / Salesforce

Google Workspace

Coaching & people development

Communication

Tools

Salesforce

CRM platforms

Job description

Epos Now is seeking a seasoned Head of Onboarding to own the regional customer journey from discovery through graduation. You will lead a multi-skilled team, align onboarding with Sales, Risk, Product and Support, and drive KPI-driven improvements in both retention and time-to-value.

Based in the United States (Orlando) or remotely, you will manage performance, coach Team Leaders, and shape scalable processes to ensure 95% KYC completion, rapid integrations, high CSAT and strong NPS outcomes.