Customer Onboarding Lead

Salary: £50,000 - 50,000 per year

Requirements:

• Proven experience in Customer Onboarding, Customer Success, or Implementation within a B2B SaaS environment.
• Strong relationship-building and communication skills.
• Confidence in delivering product training and driving early engagement.
• Experience with platforms like HubSpot, Zendesk, and Slack.
• A proactive, solutions-focused approach with an eye for process improvement.
• Comfort with using data to guide onboarding strategies and decisions.

Responsibilities:

• Lead the end-to-end onboarding process, ensuring every new customer has a smooth, timely, and successful go-live.
• Develop tailored onboarding plans aligned to each clients goals and use cases.
• Deliver engaging training sessions and provide hands-on support to ensure customers feel confident using the platform.
• Build strong relationships with new accounts, acting as the go-to resource during onboarding.
• Collaborate closely with Sales, Product, and Support to create a consistent and high-quality onboarding experience.
• Monitor onboarding metrics and user data to proactively address risks and improve processes.
• Take ownership of the entire post-sale journey, from initial setup and technical implementation through to user enablement and early adoption.
• Design, document, and optimise the systems, playbooks, and workflows that will scale the onboarding function as the business grows.

Technologies:

• HubSpot
• Support
• Slack
• Zendesk

More:

We are a high-growth SaaS company making a genuine impact in our sector. We offer a salary up to £50,000 plus performance-based bonuses, Edinburgh hybrid working, 33 days annual leave, premium Apple equipment, a pension scheme, and a supportive, close-knit team environment. This is an exciting opportunity to join us in a role where your contribution will have a real, measurable impact and where your ideas will help shape our future.

last updated 30 week of 2026