Manager leading a team of Client Onboarding Specialists for Marsh Risk. Overseeing operations and driving efficiencies while fostering relationships with stakeholders in London or Norwich.
About the role
- Director of Customer Onboarding responsible for enhancing customer experiences at Relay for small businesses. Leading onboarding strategy and cross-functional collaboration to achieve customer success.
Responsibilities
- Own the multi-year vision and near-term strategy for Customer Onboarding.
- Build a tiered and segmented onboarding motion across revenue bands and acquisition sources.
- Define what great activation looks like for each segment and channel, aligning onboarding milestones to long-term usage, retention, and revenue outcomes.
- Establish a clear framework for when human-led onboarding is the right investment versus scaled and product-led interventions.
- Ensure the onboarding strategy supports both customer outcomes and efficient cost-to-serve.
- Lead and develop a high-performing team of onboarding specialists.
- Build a coaching culture with clear performance expectations, role clarity, and growth pathways.
- Drive organizational design and capacity planning to ensure the team can scale with growth.
- Partner with Talent and Enablement to refine hiring profiles, ramp plans, and ongoing training.
- Own end-to-end onboarding workflows, playbooks, and documentation to improve speed, consistency, and scalability.
- Establish a rigorous operating cadence that includes weekly performance reviews, cohort health reviews, QA, and quarterly planning.
- Identify bottlenecks in the onboarding journey and drive improvements across people, process, and product.
- Define and maintain service levels and internal handoff standards across Sales, Advisor Partnerships, Support, and Onboarding.
- Partner with RevOps and Data to build dashboards and cohort views that track onboarding performance at 30, 60, and 90-day horizons.
- Diagnose performance differences between human-touched and self-serve cohorts and translate insights into clear prioritization and investment cases.
- Design and run experiments to measure incremental impact of onboarding plays and scaled programs.
- Build and ship scalable onboarding experiences including webinars, guided setups, in-product journeys, and lifecycle campaigns.
- Pilot and implement automation and AI-driven tools to extend high-quality onboarding into lower-touch segments.
- Create trigger-based intervention programs for accounts at risk of stalling early in their journey.
- Partner closely with Direct Sales, Advisor Partnerships, Product, Marketing, Support, and Growth to create clean handoffs and consistent customer journeys.
- Build a referral-specific onboarding and activation path for partner-sourced SMBs that improves time to value and early revenue outcomes.
- Represent onboarding strategy and results in leadership forums.
- Provide structured feedback to Product on onboarding friction, activation blockers, and feature adoption gaps.
Requirements
- 8+ years of experience in onboarding, implementation, customer success, lifecycle growth, or adjacent roles within SaaS or fintech.
- Strong operational builder who can create repeatable systems, playbooks, and cadences that improve performance over time.
- Highly data-driven, comfortable using cohort analysis, funnel metrics, and experimentation to inform decisions and prove impact.
- Cross-functional leader with strong influence and a track record of shaping product and lifecycle priorities to remove onboarding friction.
- Deep customer empathy paired with urgency and accountability.
- Comfortable balancing strategic planning with hands-on execution in a fast-growing environment.
- Experience in SMB fintech, banking, accounting software, or vertical SaaS is a bonus.
- Experience designing multi-source onboarding motions that include referral-led acquisition is a bonus.
- Experience building activation frameworks tied directly to revenue and retention is a bonus.
- Experience partnering closely with Product teams to evolve in-product onboarding is a bonus.
Benefits
- comprehensive health benefits from day one
- flexible vacation and time off
- parental leave with top-up
- hybrid, dog-friendly workplace
- strong investment in professional growth
- modern equipment
- company-wide events
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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