Lead Customer Onboarding Specialist

HubSpot • Cambridge, MA

1d • Remote

About The Position

Our mission at HubSpot is to help millions of organizations grow better. As a Lead Customer Onboarding Specialist (Lead COS), you’ll operate as the most senior individual contributor on the Customer Onboarding team, setting the standard for how HubSpot delivers complex, strategic implementations. You’ll move beyond execution to architect cross-Hub, multi-region solutions, secure executive alignment, and codify repeatable frameworks that scale impact. Through mentorship, thought leadership, and deep product expertise, you’ll help customers achieve faster time-to-value while elevating onboarding excellence across the team.

Requirements

• 5+ years of experience consulting customers through end-to-end implementation and strategic adoption of SaaS platforms, or equivalent experience.
• Demonstrated success leading or overseeing multiple concurrent, high-complexity customer implementations.
• Expert-level mastery of the HubSpot platform, including architecting cross-Hub solutions for diverse customer needs.
• Proven ability to build trusted relationships with senior and executive stakeholders and influence strategy through data-informed insights.
• Experience mentoring or coaching peers, with a strong foundation in project management, change management, and communication excellence.

Nice To Haves

• Experience working with multi-region or global customer teams.
• Background contributing to enablement resources, internal standards, or scalable onboarding frameworks.
• Thought leadership through speaking, writing, or participation in industry or customer forums.

Responsibilities

• Lead and oversee multiple, complex, and strategic customer implementations, ensuring consistent quality and adherence to evolving delivery standards.
• Architect sophisticated cross-Hub, multi-region onboarding solutions, clearly articulating trade-offs, risks, and dependencies.
• Drive executive-level discovery and alignment across layered stakeholder groups to accelerate time-to-value and long-term adoption.
• Quantify and communicate value realization to senior and executive stakeholders, helping customers achieve solution mastery and measurable outcomes.
• Anticipate technical, operational, and change-management dependencies (e.g., data migration, integrations, process shifts) and proactively align delivery plans.
• Define, document, and evolve onboarding standards, playbooks, and frameworks that significantly increase efficiency and impact across the team.
• Coach and mentor peers on advanced discovery, project management, change management, and executive communication best practices.
• Influence HubSpot’s product roadmap by evangelizing customer insights and product depth through internal enablement and customer-facing forums.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees