Lead Customer Onboarding Manager

About Traild

Traild is a fast-scaling SaaS business that is changing the way finance teams work by combining AI, automation, and payments infrastructure to support the next generation of B2B finance. The company helps organizations reduce losses from fraud, errors, and operational mistakes by enabling teams to work faster, maintain tighter control, and operate with confidence.

With strong customer growth, expansion across APAC, North America, and EMEA, and continued investment in product development, Traild is at an important point in its growth. The company is building an AI-powered platform that allows finance teams to use intelligent agents, detect risk in real time, and steadily improve finance operations. Traild is creating the underlying infrastructure for modern finance and protecting large volumes of B2B transactions worldwide.

This role is a chance to contribute to a category-defining company where ownership, speed, and meaningful impact are central to the work.

Role Overview

Traild is hiring an experienced Lead Customer Onboarding Manager to guide, mentor, and scale its Customer Onboarding team in the Americas. The role is suited to someone who can lead people, handle complex escalations, and work effectively across functions to deliver a strong customer experience.

Key Responsibilities

• Manage, coach, and grow a team of Customer Onboarding Managers.
• Define clear performance goals, KPIs, and onboarding quality standards.
• Run regular reviews, provide mentoring, and support career growth plans.
• Assist with hiring, onboarding, and training new team members.
• Create a team culture centered on accountability, ownership, and customer focus.
• Serve as the main escalation contact for difficult or high-risk implementations.
• Offer strategic direction on solution design, system setup, and rollout planning.
• Spot implementation risks early and step in to keep engagements on track.
• Maintain consistent delivery quality across all onboarding projects.
• Build and improve onboarding frameworks, playbooks, and governance processes.
• Define and track key onboarding measures such as time-to-go-live, adoption, customer satisfaction, and implementation quality.
• Streamline workflows to support efficiency and global growth.
• Find opportunities to automate work and improve tooling.
• Work closely with Product and Technology teams to share implementation feedback and recurring issues.
• Coordinate with Customer Success, Sales, and Support to ensure smooth customer transitions.
• Contribute to strategic decisions that improve the full customer journey.
• Develop strong relationships with senior customer stakeholders.
• Provide executive-level updates for complex or strategically important implementations.
• Help customers achieve measurable business outcomes aligned to their goals.

Requirements

• At least 2 years of experience leading an implementation team.
• Hands-on experience with SAP BI, Acumatica, Syspro, or IFS is required.
• Demonstrated ability to manage escalations and operate in complex stakeholder environments.
• Strong operational thinking with experience creating scalable processes.
• Excellent leadership, communication, and stakeholder management abilities.
• Background in a fast-moving startup or scale-up environment.
• High ownership, initiative, and proactive problem-solving.
• Comfort working collaboratively, staying hands-on, and adapting quickly to change.

Compensation

The base salary for this position is USD $120,000 to $140,000 per year for U.S. candidates. For Canadian candidates, the base salary range is CAD $120,000 to $140,000 per year. Final compensation depends on experience, education, and location, and the offer may be adjusted to reflect qualifications and local market conditions.

Perks

• Flexible working options, including remote and hybrid arrangements.
• A distributed global team spread across APAC, North America, and EMEA.
• Opportunity to join a fast-growing company with strong momentum and high growth potential.
• A workplace with strong employee satisfaction, reflected in an eNPS score of 78.

Additional Information

Final candidates will be asked to provide written consent for a police or criminal background check, where allowed by local law. Traild is also an E-Verify employer. The company may use AI-based tools during hiring to assist with resume review, application analysis, response evaluation, and inconsistency checks. These tools support the recruiting team but do not replace human review, and final hiring decisions are made by people. For more details about data processing, candidates can contact the company directly.