Customer Onboarding Lead – 15 Month FTC

Eftsure

. Lead and develop a team of Customer Onboarding Managers .

Posted 10/16/2026contractNorth Sydney • AustraliaSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading customer onboarding initiatives, managing team performance, and delivering tailored onboarding plans. Proficient in utilizing CRM/CSM systems and project management tools to enhance customer satisfaction and streamline processes.

Highest-signal resume keywords

Customer Onboarding ManagementTeam LeadershipCRM/CSM Systems ProficiencyProject ManagementData Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer OnboardingImplementationData MigrationSystem IntegrationBusiness Requirements GatheringProcess ImprovementKPI MonitoringPlatform ConfigurationEscalation ManagementTraining Delivery

Soft Skills

Strong CommunicationOrganizational SkillsPresentation SkillsCoachingProblem-Solving

Tools & Technologies

MS OfficeProject Management ToolsCollaboration PlatformsERP SystemsAccounting Systems

Certifications & Qualifications

Project Management Certification

Industry Keywords

B2B SaaSFintechPaymentsREST APIs

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Lead and develop a team of Customer Onboarding Managers
Manage team performance, workloads, resources, one-on-ones, reviews, coaching, recruitment and training
Act as the team's escalation point
Own strategic customer onboarding projects from kick-off to handover
Build tailored onboarding plans and manage timelines and expectations
Coordinate internal teams and external partners
Support platform setup, configuration, data migration and integrations
Troubleshoot issues and raise bugs and development requests
Deliver platform training to customers and colleagues
Support sales demos and pre-sales activity
Lead process improvements and roll out new tools and systems
Partner with other teams on product and business improvements
Monitor onboarding timelines, completion rates, team KPIs and customer satisfaction
Use data to identify risks and trends

Requirements

What you’ll need

4+ years in customer onboarding, implementation or a similar customer-facing B2B SaaS role
1–2 years leading or managing a team
A tertiary qualification in business, IT or a related field, or equivalent practical experience
Confidence with CRM/CSM systems, MS Office, project management tools and collaboration platforms
Excellent organisational skills and ability to juggle multiple projects and priorities
Strong communication, training and presentation skills
Experience gathering business requirements and working with technical teams
Experience handling escalations and complex issues
Highly regarded: experience with ERP or accounting systems, payments or fintech; system integrations via REST APIs; and project management certifications

Benefits

Comp & perks

15-month maternity leave contract with the possibility of extension
3 days from home and 2 days in the office
Meaningful work protecting Australian businesses from payment fraud and cybercrime
Opportunity to lead a team and make a visible impact on customer experience
Opportunity to broaden experience across implementation, product and pre-sales
Vibrant, inclusive, and diverse culture