Lead Customer Onboarding Manager - US/Canada

The Role We're looking for an experienced Lead Customer Onboarding Manager to lead, mentor, and grow our Customer Onboarding team in the Americas. We are looking for someone who can lead the team, manage escalations, and provide cross‑functional collaboration. Key Responsibilities Team Leadership & Development 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 Escalation & Delivery Oversight Act as the primary escalation point for complex, high‑risk implementations Provide strategic guidance on solution design, configuration and rollout approach Proactively identify risks 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, playbooks, and governance models Establish clear onboarding metrics (time‑to‑go‑live, adoption, customer satisfaction, implementation quality) Improve processes to support global scale and operational efficiency Identify opportunities 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, Sales and 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, 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 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 come 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. #J-18808-Ljbffr Traild