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Responsive · 1 day ago

Team Lead - Scaled Onboarding

United States

Full-time

Remote

Mid, Senior Level

$98K/yr - $130K/yr

4+ years exp

Responsive is a market leader in Strategic Response Management SaaS solutions, serving over 2,000 customers including major corporations. The Team Lead, Onboarding (Scale) is responsible for designing and enhancing the onboarding experience for SMB and mid-market customers, focusing on operational excellence and cross-functional collaboration.

Artificial Intelligence (AI)Cloud ManagementCRMKnowledge ManagementMachine LearningSaaSSales AutomationSoftware

Growth Opportunities

No H1B

Responsibilities

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

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 effectiveness

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

Qualification

Customer onboarding experiencePeople leadershipOnboarding program designData analysisAutomation toolsProject management toolsCommunication skillsCross-functional collaborationOrganizational skills

Required

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