Team Lead - Scaled Onboarding

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Responsive, formerly RFPIO, is the market leader in a growing category of SaaS solutions called Strategic Response Management. More than 2,000 customers, including Google, Microsoft, Blackrock, T.Rowe Price, Adobe, Amazon, Visa and Zoom, are using the Responsive platform to manage business critical responses -including bids, questionnaires, assessments, and trust centers - that impact nearly half of a company's revenue. More than 35% of cloud SaaS leaders and more than 20 of the Fortune 100 standardize on Responsive, and the company has been voted "best in class" by G2 for 24 quarters straight. Customers have used Responsive to close more than $750B in transactions to-date. To learn more, visit responsive.io.

About the Role

The Team Lead, Onboarding (Scale) plays a critical role in designing, executing, and continually enhancing the onboarding experience for SMB and mid‑market customers within our scaled delivery model. This role emphasizes operational excellence, data‑driven decision‑making, and strong cross‑functional collaboration to help customers achieve rapid and meaningful value. The Team Lead will also lead a small team of onboarding consultants, guiding them in delivering efficient, timely, and impactful onboarding experiences that support a consistent, scalable, and high‑quality learning journey for our customers.

Essential Functions

Program Design & Execution

• Design, launch, and continuously optimize a segmented onboarding framework and program strategy tailored to SMB and mid‑market customers (our Scaled team)
• Define scalable onboarding pathways that accelerate time‑to‑value, with particular focus on the highest‑impact use cases
• Build and manage the workflows, automations, and content required to deliver efficient, self‑guided onboarding supported by targeted live enablement sessions
• Identify and define key deliverable milestones within the delivery methodology to clearly establish task ownership, ensure follow‑ups are explicit, outline required steps between meetings, and enable enforcement through structured timeline management
• Own core onboarding KPIs and maintain dashboards that provide visibility into program performance, customer progress, and business outcomes
• Ensure seamless handoffs to Customer Success Managers or downstream post‑onboarding programs

Process Optimization & Continuous Improvement

• Partner closely with Academy, CX Operations, Product and Marketing teams to enhance onboarding tools and end‑to‑end processes that extend through post‑implementation Customer Success activities
• Develop and refine email journeys, in‑app guidance, and playbooks that eliminate friction and accelerate time‑to‑first‑value
• Identify redundant or manual steps and streamline operations to improve scalability and consistency through automations, leveraging AI, and improved internal workflows
• Work with Product team and Data Analysts to analyze product usage data and customer feedback to uncover friction points, documenting opportunities to streamline and improve
• Evaluate feasibility and rollout targeted improvements that will improve speed to adoption at prescribed intervals (30 day, 90 day, 6 month, and 12 month milestones)
• Test, measure, and iterate on onboarding content, workflows, and customer touchpoints to drive program effectivenes

Analytics & Reporting

• Design, build and maintain reporting frameworks with a Data Analyst that monitor key onboarding metrics, including activation, time‑to‑first‑value, engagement, and customer satisfaction
• Translate customer and product insights into trends and actionable recommendations that inform strategic priorities and ongoing program refinement
• Advocate for customer needs and provide insights that influence product enhancements and customer experience improvements
• Identify and monitor key risk indicators during onboarding to proactively flag customers with declining engagement or adoption, enabling timely intervention to protect Go‑Live success and long‑term value realization
• Serve as the primary escalation point for customers within the Scaled onboarding programs, particularly those showing early signs of low adoption or reduced engagement
• Track, manage, and report on escalations with an emphasis on rapid resolution and preventing recurring issues
• Provide day‑to‑day coaching, guidance, and support to onboarding consultants, helping them navigate customer needs, workflows, and best practices
• Assist in setting team priorities and organizing workloads to ensure smooth, consistent execution across the portfolio
• Help maintain clear processes, documentation, and expectations so the team can deliver a reliable and high‑quality customer experience
• Contribute to training plans and skill‑building activities, supporting team members as they develop product knowledge and onboarding expertise
• Monitor team activity and customer feedback to identify areas where consultants may need additional coaching or support
• Encourage collaboration and knowledge sharing across the team to promote a positive, learning‑focused environment
• Assist with hiring activities when needed, such as participating in interviews or reviewing candidate materials
• Collaborate with other Professional Services Leaders to identify gaps and opportunities for improvement

Qualifications

• 4–6 years of experience in customer onboarding, implementation, or customer success operations within a SaaS environment, including a minimum of 2 years with people leadership or team‑lead responsibilities
• Proven ability to coach, mentor, and develop team members, providing feedback, supporting growth, and ensuring consistent, high‑quality execution
• Experience managing team workload and operational processes, maintaining quality standards, and driving predictable onboarding outcomes
• Demonstrated success designing and scaling onboarding programs, especially low‑touch, digital, or hybrid models that use automation and human engagement effectively
• Skilled in creating playbooks, documentation, and processes that help teams deliver a repeatable, efficient onboarding experience
• Strong analytical mindset, using onboarding KPIs (activation, time‑to‑value, adoption metrics) to guide team performance and improve programs
• Comfortable with data, automation, and enablement tools, and able to train team members in using these systems effectively
• Excellent communication and cross‑functional collaboration skills, able to simplify complex concepts and represent the onboarding function clearly
• Highly organized and able to manage multiple onboarding projects or tracks simultaneously, prioritizing effectively
• Technically adept with productivity, analytics, and project management tools (e.g., Rocketlane, Asana, Looker, Tableau), including workflows and integrations
• Highly Preferred: Experience with customer education, curriculum/content development, or AI‑driven onboarding tools

Additional Information

Responsive uses a market‑based compensation philosophy. A candidate’s starting base salary will be determined by the specific responsibilities of the role, as well as job‑related skills, experience, qualifications, location, and current market trends. The compensation range for this role is $98,000 - $130,000 On‑Target Earnings (base + variable), depending on experience and location. Our recruiting team will provide details on the applicable range based on your location during the hiring process. Responsive embraces a global flexible workforce model with offices across the USA, India and Europe. This U.S. based role is remote and is not eligible for visa sponsorship.

In addition to a competitive compensation package, Responsive also offers the following benefits:

401k with company matching

Unlimited professional development and ongoing learning through LinkedIn Learning Solutions

4 weeks of paid vacation, paid sick days, and paid bereavement

✈ 4 week sabbatical after 5 years of service

Mental Wellness Program (EAP) to support your well‑being and self‑care

❤️ Best‑in‑class health benefits, company paid for employee and company contribution for family coverage

At Responsive, our values are the foundation of who we are—and we’re equally committed to cultivating a diverse and inclusive culture that reflects and respects the richness of our global community. We welcome individuals of all backgrounds, including different cultures, ethnicities, ages, races, national origins, genders, sexual orientations, religions, and abilities, to apply for our open roles. If you share our commitment to an inclusive workplace and believe you’d thrive on our team, we’d love to hear from you!