Onboarding & Implementation Lead

Description:

We are looking for an Onboarding & Implementation Lead to own and scale the onboarding experience across both SMB and Enterprise customers.

This is a highly customer-facing role that combines project management, customer consulting, operational excellence, and technical problem-solving. You will be responsible for guiding customers from contract signature to successful activation, ensuring they reach value quickly and confidently.

You will lead onboarding engagements for Enterprise customers, support complex SMB implementations, and proactively drive onboarding completion across our broader customer base. You'll work closely with Customer Success, Sales, Product, Support, and our Onboarding manager to deliver a seamless customer experience and continuously improve our onboarding processes.

What you’ll own

Enterprise Customer Onboarding

• Lead onboarding and implementation projects for Enterprise customers.
• Serve as the primary point of contact throughout the onboarding journey.
• Manage onboarding plans, timelines, risks, dependencies, and stakeholder communication.
• Ensure customers successfully reach onboarding completion and first value.

Complex SMB Implementations

• Support SMB customers requiring additional guidance or technical assistance.
• Act as an escalation point for onboarding-related challenges and blockers.

Customer Activation & Onboarding Completion

• Proactively monitor onboarding progress across active accounts.
• Drive customers toward onboarding completion and activation milestones.
• Reduce onboarding drop-off and improve onboarding completion rates.

Onboarding Operations & Process Improvement

• Continuously improve onboarding workflows, playbooks, and customer communications.
• Identify opportunities for automation and operational efficiencies.
• Increase visibility into onboarding status, risks, and bottlenecks.

Cross-Functional Collaboration

• Partner closely with Customer Success, Sales, Product, and Support teams.
• Work alongside our Onboarding Specialist to ensure smooth execution and operational excellence.
• Surface onboarding friction points and implementation challenges to internal stakeholders.

Industry & Domain Expertise

• Develop expertise across Chargeflow's PSP ecosystem, including Stripe, Shopify Payments, PayPal, Adyen, and other payment providers.
• Understand dispute management best practices across different merchant verticals and business models.
• Act as a trusted advisor during onboarding by helping customers adopt industry best practices.

What we’re looking for (Must-have)

• 3+ years of experience in Customer Onboarding, Implementations, Professional Services, Customer Success, or a similar customer-facing SaaS role.
• Experience managing Enterprise or strategic customer implementations.
• Strong project management skills with the ability to manage multiple onboarding projects simultaneously.
• Excellent customer-facing communication and presentation skills.
• Ability to build trust and confidently lead customer conversations with both operational and executive stakeholders.
• Strong technical aptitude and the ability to understand integrations, APIs, data flows, and technical onboarding requirements.
• Proven ability to proactively identify risks, remove blockers, and drive projects to completion.
• Experience working cross-functionally with Sales, Product, Engineering, Support, and Customer Success teams.
• Highly organized with exceptional attention to detail and follow-through.
• A proactive, ownership-driven mindset with a passion for delivering outstanding customer experiences.

About us

Chargeflow helps global online businesses fight chargeback fraud with AI and automation. Backed by $50M led by Viola Growth, OpenView Ventures, Sequoia Capital and other top-tier global investors. We’re product-led, fast-growing, and building a category-defining company.