Senior Team Lead, Customer Onboarding

What You'll Do

Lead and Develop a High-Performing Team

• Provide ongoing coaching, mentorship, and performance management to a team of Onboarding and Delivery Managers supporting Enterprise and Strategic accounts.
• Foster a culture of accountability, collaboration, and continuous improvement.

Drive Execution and Delivery Excellence

• Oversee onboarding project performance and outcomes for complex, multi-product implementations.
• Ensure timely, high-quality delivery that meets customer expectations and contractual milestones.

Manage Escalations and Strategic Accounts

• Partner with internal stakeholders to resolve challenges, mitigate risk, and ensure a seamless customer experience for high-value accounts.

Enablement and Program Development

• Design and deliver team enablement programs to strengthen onboarding effectiveness, customer communication, and product expertise.
• Identify opportunities to enhance onboarding frameworks and standardize best practices across teams.

Cross-Functional Collaboration

• Partner closely with internal departments—including Sales, CSM, Product, Engineering, and Data Solutions—to ensure alignment on project timelines, scope, and customer outcomes.
• Represent Onboarding leadership in internal strategic meetings.

Project and Program Leadership

• Lead or contribute to cross-functional initiatives aimed at improving customer onboarding programs, operational efficiency, and scalability across the Enterprise segment.

Metrics, Reporting, and Process Management

• Monitor team KPIs (time-to-value, delivery timelines, CSAT, and project health) and leverage data to drive decision-making.
• Ensure consistent Salesforce hygiene and accurate project documentation.

Customer Experience and Quality Oversight

• Champion customer advocacy within the onboarding journey, maintaining focus on value realization, communication quality, and overall satisfaction.

What You Bring

• Minimum 5+ years of relevant professional experience, with at least 2+ years working with Enterprise or Fortune 500 customers in a SaaS, delivery, or professional services environment.
• At least 1+ year of people leadership experience preferred.
• Bachelor’s Degree preferred.
• Strong working knowledge of Salesforce or similar CRM and project management tools.
• Familiarity with ZoomInfo’s platform and multi-product suite is a plus.
• Proven success leading and developing high-performing teams.
• Excellent communication skills (oral, written, and visual) with the ability to influence across all levels of the organization.
• Demonstrated experience managing complex projects and delivering outcomes in fast-paced, cross-functional environments.
• Strong attention to detail, process orientation, and ability to manage competing priorities effectively.
• High level of business acumen with the ability to identify opportunities for process optimization and program scalability.
• Ability to interpret data and translate insights into action plans.
• Experience leading a team, or acting as the primary individual contributor, in the execution of complex POC and Trial onboarding engagements, with a strong track record of cross-functional partnership across Sales, Solutions Engineering, Product, and Customer Success.