Onboarding Lead

Job Description

Job Description

About Playbypoint:

We're a rapidly expanding startup at the forefront of the racquet sports industry. At Playbypoint, we specialize in providing innovative enterprise software solutions that empower clubs, players, and coaches to streamline their operations and enhance their game. We're backed by top investors, trusted by leading clubs, and scaling fast – and we're looking for passionate individuals to join us in revolutionizing the racquet sports world with cutting-edge software.

About the Role:

As an Onboarding Lead, you’ll guide new signed clubs through a smooth and successful transition and implementation into the Playbypoint platform. You’ll work one-on-one with clubs to understand their goals, configure their accounts, and walk them through setup and a timely launch. Acting as both a trusted advisor and product expert, you’ll ensure every client is confident using our software and set up for long-term success. This role is perfect for someone who enjoys building relationships, has a knack for project management, and thrives on helping others achieve their goals.

This role reports to the Head of Client Experience.

What You'll Do: 

• Partner with clubs to understand their objectives, tailor their Playbypoint onboarding to align with their goals, and serve as their primary point of contact through their launch.

• Confirm the information and details necessary to configure clubs and ensure platform settings are optimized for each club’s needs.

• Guide clubs through implementation, providing clear communication, training, and support.

• Act as a product expert, empowering clubs to adopt best practices and maximize the value of the platform from day one.

• Manage multiple onboarding clubs in varying stages of the setup process simultaneously, keeping all clients on track to launch successfully and on schedule.

• Contribute to the attainment of the Onboarding team’s club launches and time-to-value KPIs

• Collaborate with cross-functional teams (Sales, Support, Product, and Success) to ensure a seamless launch and excellent client experience.

• Identify common onboarding challenges and contribute to improving processes, playbooks, and resources.

Requirements:

• 2+ years of experience in client onboarding, implementation, customer support, or other customer-facing roles.

• A customer-first attitude with a passion for helping others achieve their goals.

• Proven ability to manage multiple projects at once and keep clients on track to meet deadlines successfully.

• Strong communication and relationship-building skills, with the ability to explain technical concepts in a clear, approachable way.

• Demonstrated problem-solving skills and adaptability when clients or internal teams encounter obstacles during onboarding.

• Highly organized with strong attention to detail, ensuring client accounts and settings are accurately configured.

• A collaborative mindset and strong comfort level working cross-functionally with internal teams.

Why Join Playbypoint?

Impactful Work: Be part of a team that's genuinely revolutionizing the racquet sports industry.

Growth Opportunities: Work closely with a passionate and fun team in a rapidly scaling business, with opportunities for professional development.

Comprehensive Benefits: We offer competitive salaries, health, dental, and vision insurance.

Supportive Culture: Thrive in a dynamic and collaborative work environment where innovation and customer satisfaction are top priorities.

Parental Leave: We offer six weeks of paid parental leave to support new parents.