Lead Customer Onboarding Manager - US/Canada

Traild Pty; United States; Remote; USD 120,000 - 140,000; Full time

Benefits offered by this job

Remote working options

Global team presence

Rocketship growth

World-class eNPS

Job summary

Traild is seeking an experienced Lead Customer Onboarding Manager to lead and grow our Customer Onboarding team in the Americas. You will guide client implementations, mentor managers, and partner with Product, Tech, and Customer Success to ensure smooth handovers.

In a fast-paced startup environment, you will design scalable onboarding playbooks, set KPIs, manage escalations, and drive measurable outcomes for customers across APAC, NA and EMEA.

Qualifications

• 2+ years of experience leading an implementation team.
• Experience with SAP BI, Acumatica, Syspro or IFS.
• Proven ability to manage escalations and navigate complex stakeholder environments.
• Strong operational mindset with experience building scalable processes.
• Exceptional leadership, communication and stakeholder management skills.
• Experience thriving in a fast-paced startup or scale-up environment.
• High levels of ownership, intrapreneurship and proactiveness.
• Strong collaborator who embraces growth, hands-on execution and adaptability.

Responsibilities

• Lead, coach and develop a team of Customer Onboarding Managers.
• Set clear performance expectations, KPIs and onboarding standards.
• Conduct regular performance reviews, mentoring and career development planning.
• Support hiring, onboarding and enablement of new team members.
• Foster a culture of accountability, ownership and customer-first thinking.

Skills

Team leadership

Stakeholder management

Onboarding

Process improvement

Escalations handling

Operational mindset

Tools

SAP BI

Acumatica

Syspro

IFS

Job description

Traild: Who are we?

Traildis a high-growth SaaS company redefining how finance teamsoperate, combining AI, automation, and payments infrastructure to power the future of B2B finance.

Every year, businesses lose billions to fraud, errors, and mistakes.Traildexists to solve this at scale, helping finance teams move faster, stay in control, and operate with confidence.

With rapid customer growth, global expansion across APAC, North America and EMEA, and continued investment in product innovation, we are at a defining stage of our journey.

This is an opportunity to help shape the next category leader in finance automation,controland security, building technology that transforms how businesses manage, move, and protect money. At the core of this is a powerful AI-driven platform, enabling finance teams to deploy intelligent agents that do the work, surface risk in real time, and continuously improve how financial operations run.

Traildis building the infrastructure behind modern finance,protectingand powering meaningful volumes of the world’s B2B transactions.

Ifyou’reexcited by high growth, real ownership, and building something that matters,Traildis the place to do the most impactful work of your career.

Hear howTraildcustomers speak about us here.

The Role: Want to be a part of our exciting growth journey?

We’re looking for an experienced Lead Customer Onboarding Manager to lead mentor and grow our Customer Onboarding team in the America.

We are looking for someone who can lead the team, manage escalations and provide cross functional collaboration.

Key Responsibilities

Team Leadership & Development

• Lead,coachand develop a team of Customer Onboarding Managers
• Set clear performance expectations, KPIs and onboarding standards
• Conduct regular performance reviews, mentoring and career development planning
• Support hiring, onboarding and enablement of new team members
• Foster a culture of accountability,ownershipand customer-first thinking

Escalation & Delivery Oversight

• Act as the primary escalation point for complex, high-risk implementations
• Provide strategic guidance on solution design,configurationand rollout approach
• Proactivelyidentifyrisks across active implementations and intervene as needed
• Ensure consistent, high-quality execution across all onboarding engagements

Operational Excellence & Scale

• Design and continuously refine onboarding frameworks,playbooksand governance models
• Establish clear onboarding metrics (time-to-go-live, adoption, customer satisfaction, implementation quality)
• Improve processes to support global scale and operational efficiency
• Identifyopportunities for automation and improved tooling

Cross-Functional Leadership

• Partner with Product and Technology teams to communicate implementation insights and recurring challenges
• Align with Customer Success,Salesand Support teams to ensure seamless customer handovers
• Contribute to strategic decisions that enhance the end-to-end customer journey

Executive Stakeholder Management

• Build strong relationships with senior customer stakeholders
• Provide executive-level updates during complex or strategic implementations
• Ensure customers achieve measurable business outcomes aligned to their goals

What we’re looking for

• 2+ years experience leading an implementation team
• Experience with SAP BI, Acumatica, Syspro or IFS required
• Proven ability to manage escalations and navigate complex stakeholder environments
• Strong operational mindset with experience building scalable processes
• Exceptional leadership, communicationand stakeholder management skills
• Experience thriving in a fast-paced startup or scale-up environment
• High levelsof ownership, intrapreneurship and proactiveness
• Strong collaborator who embraces growth, hands-onexecutionand adaptability

**The Perks of Working at Traild**

• Flexibility: we offer a range of remote, hybrid and flexible working options.
• Global team: we are growing across APAC, NA and EMEA and have team all across the world.
• We are growing at an exponential rate, this is an opportunity to get involved with a true rocketship with all the excitement and opportunities that comes with it
• Our team genuinely loves working at Traild: our eNPS score is 78, where anything above 50 is considered world-class.

The base salary range for this position is:

• U.S. Candidates: USD$120,000 - $140,000 per year
• Canadian Candidates: CAD$120,000 - $140,000 per year

Compensation is determined based on experience, education, and geographic location. The final offer may vary within the stated range to reflect the candidate’s qualifications and market conditions in their area.

Please note that the final applicants for this job will be asked to consent in writing to a police check / criminal background check to the extent permitted by law in your jurisdiction of employment.