Onboarding Lead

Bound•Ames, IA

9d•Hybrid

About The Position

As an Onboarding Lead at Bound on the Customer Experience Team, you will own the customer onboarding journey from contract signature through successful adoption. You will work with customers to understand their needs and guide them through their onboarding plans, ensuring a smooth transition and quickly realize value. You’ll combine project management, empathy, and cross-functional operations to create confidence for athletic directors and their staff. Success in this role means customers launch on time, feel supported throughout the process, and are equipped to operate independently with clarity and confidence. This role is perfect for someone who thrives on organization, loves problem solving, and believes that great service makes all the difference.

Requirements

Strong meeting facilitation skills with the ability to drive clarity and decisions.
Ability to hold customers accountable without damaging trust.
Comfortable operating in evolving processes and contributing to system improvements.
Ability to manage 25–40+ concurrent projects without losing clarity, timelines, or documentation accuracy.
Strong ability to operate as the project owner while distributing execution across Onboarding Assistants and Customer Data Specialists

Nice To Haves

3+ years of experience in SaaS onboarding, implementation, customer success, or structured project management.
Experience working with K–12 schools, athletic departments, or education technology platforms.
Former athletic director, coach, school administrator, or related leadership experience.
Familiarity with CRM systems such as HubSpot
Experience using AI tools to improve personal productivity and workflow efficiency.
Experience contributing to process improvement or scaling onboarding systems in a growth-stage company.

Responsibilities

Own assigned onboarding projects from kickoff through go-live with full accountability for timeline and outcomes.
Define clear scope, success criteria, and launch timelines within the first customer interaction.
Lead structured kickoff meetings that create alignment, drive decisions, and eliminate ambiguity.
Anticipate risks, bottlenecks, and dependency gaps before they impact launch timelines.
Orchestrate execution across Onboarding Leads, Data Specialists, and Support
Document progress, decisions, and next steps accurately in HubSpot.
Enable customers to operate independently through structured training, documentation, and guided adoption.
Elevate recurring friction points and contribute to continuous improvement of the onboarding system.
Leverage AI tools and process improvements to increase onboarding velocity and reduce manual work over time.