company

Onboarding Team Lead

TopLine ProBrooklyn, NY
On-site Full-time $80K/yr - $120K/yr

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Experience Level

Manager

Qualifications

Key ResponsibilitiesGuide and mentor a dedicated onboarding team while remaining actively involved in daily operations as necessary. Take ownership of onboarding outcomes, including enrollment conversion, early customer success, and retention metrics. Foster a supportive team culture aimed at consistent customer success. Proactively address and resolve issues related to Google Business Profile, Facebook, domains, websites, and associated integrations. Identify and analyze bottlenecks in onboarding workflows, formulating hypotheses and executing rapid experiments to enhance results. Conduct weekly performance evaluations based on clear metrics and operational data. Balance the development, refinement, and enforcement of repeatable onboarding processes while promoting innovation and improvement within your team. Collaborate closely with Sales to enhance the quality, readiness, and speed of handoffs. Communicate insights regarding performance, risks, and trends transparently to leadership.

About the job

As the Onboarding Team Lead, you play a pivotal role in the customer experience, guiding clients through the essential transition from purchase to value realization. Positioned at the intersection of Sales and Customer Success, your team is charged with ensuring new clients are efficiently set up, enrolled in our services, and transitioned to a live state swiftly and reliably. Our focus on execution, speed, quality, and early retention is paramount.

This leadership position offers high visibility and operational focus. You will manage a small, impactful team working within a repeatable, metrics-driven framework. You will be responsible for enrollment conversion rates, onboarding throughput, and initial customer success. Our objective is clear: accelerate the onboarding process, set explicit expectations, and build momentum from the very first day.

To establish operational credibility and gain in-depth understanding, your first three months will involve direct contribution as an individual contributor. You will execute actual enrollments, engage with customers directly, and familiarize yourself with our systems, integrations, and any potential friction points before transitioning fully into your leadership role.

About TopLine Pro

At TopLine Pro, we are committed to delivering exceptional service and value to our clients. With a focus on innovation and customer satisfaction, we strive to create a seamless onboarding experience that sets the stage for long-term success.

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