Onboarding Team Lead

Onboarding Team Lead

Location: Austin, TX - Hybrid 2 to 3 days per week

We are looking for an Onboarding Team Lead to serve as a key delivery leader within our Professional Services & Onboarding organization. This is a player-coach role responsible for overseeing successful customer onboarding engagements, ensuring timely milestone completion, high-quality delivery, and strong early customer outcomes. The Onboarding Team Lead provides day-to-day leadership and guidance to a team of Onboarding Consultants while remaining hands-on with complex or high-risk engagements. This is the first Onboarding Team Lead role for the Gingr segment-an exciting opportunity to set the standard and make a lasting impact.

What You'll Do
Onboarding Delivery & Customer Outcomes

• Oversee onboarding engagements across assigned customers or segments, ensuring milestones are delivered on time and in alignment with defined success criteria.
• Act as the primary escalation point for onboarding risks, blockers, or customer concerns.
• Provide hands-on support for complex, high-touch, or enterprise onboarding engagements.
• Ensure consistent application of onboarding frameworks, templates, and best practices.
• Support smooth handoff from Sales and into Customer Success or Managed Services.

Team Leadership & Enablement

• Lead, coach, and support a growing team of Onboarding Consultants-including multiple direct reports as the team scales.
• Provide real-time guidance on customer engagement, delivery approach, and prioritization.
• Support onboarding, training, and readiness of new and existing consultants.
• Reinforce adoption of standard onboarding methodologies and AI-assisted delivery tools.
• Partner with managers on performance feedback, growth plans, and promotion readiness.

Process, PMO & Operational Discipline

• Ensure onboarding milestones, timelines, and dependencies are tracked accurately in PSA or work management tools.
• Partner with PMO to reinforce delivery governance, status reporting, and risk management.
• Identify and implement process improvements to improve onboarding cycle time, throughput, and predictability.
• Leverage AI-enabled insights to identify onboarding risks, delays, or capacity constraints.

Cross-Functional Collaboration

• Partner with Sales, Solution Consulting, and Configuration teams to ensure clean handoffs and clear scope.
• Collaborate with Customer Success to align onboarding outcomes to long-term customer goals and adoption plans.
• Work closely with Product and Support teams to address onboarding-related issues and feedback.
• Coordinate with Performance Insights to support KPI tracking and analysis.

What You'll Bring

• Strong experience delivering customer onboarding or implementation engagements in a SaaS environment-understanding onboarding as an end-to-end process is essential.
• Demonstrated leadership capability in a player-coach or team lead role; management experience in a support or ticketed environment alone is not sufficient for this position.
• Ability to manage multiple customer engagements and competing priorities simultaneously.
• Excellent external-facing communication and customer facilitation skills-this role requires direct customer interaction, particularly at the escalation level.
• Strong judgment in risk identification, escalation, and resolution.
• Continuous improvement mindset with comfort adopting AI-enabled delivery tools and data-driven ways of working.
• Proficient with Windows, Microsoft Office, and work management/PSA tools.
• Analytical and problem-solving skills with a high degree of attention to detail.
• A self-starter who thrives both independently and in a collaborative team environment.

Why This Role

• Be the first Onboarding Team Lead for the Gingr segment-a defining opportunity to shape how onboarding is done.
• Lead and grow a team that directly drives customer success and early product adoption.
• Operate in an AI-forward environment with access to modern tools that amplify your efficiency and impact.
• Sit at the intersection of leadership, delivery excellence, and customer outcomes.
• Clear career path toward Onboarding Manager, Delivery Manager, or Professional Services Leadership.

Benefits

The Company offers a comprehensive employee benefits program, including:

• Medical, dental, and vision insurance options
• 100% Employer paid short/long term disability
• 100% employer-paid Basic Life and AD&D insurance
  
  
• 401(k)retirement planwith a 100% company match up to 4%
  
  
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
  
  
• 10 company paid holidays
• 12weeks paid parental leave
  
  

Inclusion and Diversity

Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws.

Interview Process & Expectations

Our interviews are designed to be interactive and conversational. Candidates are expected to respond based on their own experience and thinking during live interviews. To ensure a fair and consistent interview experience, the use of real-time AI tools or other external assistance to generate or guide interview responses is not permitted.

Candidates must be authorized to work in the United States for the duration of employment without requiring current or future employer sponsorship of any kind.

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