Lead Customer Onboarding Manager - US/Canada
About The Position
Traild is a high-growth SaaS company redefining how finance teams operate, combining AI, automation, and payments infrastructure to power the future of B2B finance. Traild exists to solve the billions lost annually to fraud, errors, and mistakes at scale, helping finance teams move faster, stay in control, and operate with confidence. With rapid customer growth, global expansion across APAC, North America, and EMEA, and continued investment in product innovation, Traild is at a defining stage of its journey. This role offers an opportunity to help shape the next category leader in finance automation, control, and security, building technology that transforms how businesses manage, move, and protect money. The core of this is a powerful AI-driven platform, enabling finance teams to deploy intelligent agents that do the work, surface risk in real time, and continuously improve how financial operations run. Traild is building the infrastructure behind modern finance, protecting and powering meaningful volumes of the world’s B2B transactions. Traild is the place for those excited by high growth, real ownership, and building something that matters to do the most impactful work of their careers.
Requirements
- 2+ years experience leading an implementation team
- Experience with SAP BI, Acumatica, Syspro or IFS required
- Proven ability to manage escalations and navigate complex stakeholder environments
- Strong operational mindset with experience building scalable processes
- Exceptional leadership, communication and stakeholder management skills
- Experience thriving in a fast-paced startup or scale-up environment
- High levels of ownership, intrapreneurship and proactiveness
- Strong collaborator who embraces growth, hands-on execution and adaptability
Responsibilities
- Lead, coach, and develop a team of Customer Onboarding Managers.
- Set clear performance expectations, KPIs, and onboarding standards.
- Conduct regular performance reviews, mentoring, and career development planning.
- Support hiring, onboarding, and enablement of new team members.
- Foster a culture of accountability, ownership, and customer-first thinking.
- Act as the primary escalation point for complex, high-risk implementations.
- Provide strategic guidance on solution design, configuration, and rollout approach.
- Proactively identify risks across active implementations and intervene as needed.
- Ensure consistent, high-quality execution across all onboarding engagements.
- Design and continuously refine onboarding frameworks, playbooks, and governance models.
- Establish clear onboarding metrics (time-to-go-live, adoption, customer satisfaction, implementation quality).
- Improve processes to support global scale and operational efficiency.
- Identify opportunities for automation and improved tooling.
- Partner with Product and Technology teams to communicate implementation insights and recurring challenges.
- Align with Customer Success, Sales, and Support teams to ensure seamless customer handovers.
- Contribute to strategic decisions that enhance the end-to-end customer journey.
- Build strong relationships with senior customer stakeholders.
- Provide executive-level updates during complex or strategic implementations.
- Ensure customers achieve measurable business outcomes aligned to their goals.
Benefits
- Flexibility: we offer a range of remote, hybrid and flexible working options.
- Global team: we are growing across APAC, NA and EMEA and have team all across the world.
- Exponential growth opportunity with a rocketship company.
- High employee satisfaction with an eNPS score of 78.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
