Head of Customer Onboarding and Support

The Role

Reporting to the General Manager, the Head of Onboarding and Support will manage new client onboarding and lead the support team for existing customers. This role blends project management, technical problem-solving, customer engagement, and people leadership. The successful candidate will be highly organised, have broad experience identifying process improvements and successfully implementing those plans.

Key Responsibilities

• Manage end-to-end onboarding for new clients, from scoping and planning through to configuration, training, and go-live.
• Translate customer requirements into tailored system configurations and workflows.
• Ensure projects are delivered on time, within scope, and with a strong customer focus.
• Manage, mentor, and support the customer support team, including performance reviews, coaching, and workload management.
• Oversee ticketing systems, set priorities, and ensure escalated issues are resolved quickly and effectively.
• Establish and monitor SLAs and KPIs across both implementation and support functions.
• Identify recurring issues and work closely with Product and Engineering teams to recommend fixes and improvements.
• Build and maintain a library of training materials, process documentation, and support resources to enable scalability.
• Act as a senior point of contact for key customers, providing guidance, handling escalations, and maintaining high levels of satisfaction.
• Continuously review and improve implementation and support processes to drive efficiency and enhance the customer experience.

Requirements

• 5+ years of experience in B2B SaaS managing implementations and support.
• Experience managing and developing a support team, including coaching, performance management, and fostering a customer-first mindset.
• Analytical and process-driven approach with the ability to identify gaps, resolve challenges, and drive continuous improvement.
• Hands-on experience with ticketing/helpdesk tools and CRM platforms.
• Highly organised, adaptable, and comfortable working in a fast-paced, evolving SaaS environment.
• Collaborative and proactive, with the initiative to influence cross-functional teams and contribute to business growth.