About Responsive

About the Role

The Team Lead, Onboarding (Scale) plays a critical role in designing, executing, and continually enhancing the onboarding experience for SMB and mid-market customers within our scaled delivery model. This role emphasizes operational excellence, data-driven decision-making, and strong cross-functional collaboration to help customers achieve rapid and meaningful value. The Team Lead will also lead a small team of onboarding consultants, guiding them in delivering efficient, timely, and impactful onboarding experiences that support a consistent, scalable, and high-quality learning journey for our customers.

Essential Functions

Program Design & Execution

• Design, launch, and continuously optimize a segmented onboarding framework and program strategy tailored to SMB and mid-market customers (our Scaled team
• Define scalable onboarding pathways that accelerate time-to-value, with particular focus on the highest-impact use cases
  Build and manage the workflows, automations, and content required to deliver efficient, self-guided onboarding supported by targeted live enablement sessions
• Identify and define key deliverable milestones within the delivery methodology to clearly establish task ownership, ensure follow-ups are explicit, outline required steps between meetings, and enable enforcement through structured timeline management
• Own core onboarding KPIs and maintain dashboards that provide visibility into program performance, customer progress, and business outcomes
• Ensure seamless handoffs to Customer Success Managers or downstream post-onboarding programs

Process Optimization & Continuous Improvement

• Partner closely with Academy, CX Operations, Product and Marketing teams to enhance onboarding tools and end-to-end processes that extend through post-implementation Customer Success activities
• Develop and refine email journeys, in-app guidance, and playbooks that eliminate friction and accelerate time-to-first-value
• dentify redundant or manual steps and streamline operations to improve scalability and consistency through automations, leveraging AI, and improved internal workflows
• Work with Product team and Data Analysts to analyze product usage data and customer feedback to uncover friction points, documenting opportunities to streamline and improve
• Evaluate feasibility and rollout targeted improvements that will improve speed to adoption at prescribed intervals (30 day, 90 day, 6 month, and 12 month milestones)
• Test, measure, and iterate on onboarding content, workflows, and customer touchpoints to drive program effectivenes

Analytics & Reporting

• Design, build and maintain reporting frameworks with a Data Analyst that monitor key onboarding metrics, including activation, time-to-first-value, engagement, and customer satisfaction
• Translate customer and product insights into trends and actionable recommendations that inform strategic priorities and ongoing program refinement
• Advocate for customer needs and provide insights that influence product enhancements and customer experience improvements

Escalation Support & Risk Management

• Identify and monitor key risk indicators during onboarding to proactively flag customers with declining engagement or adoption, enabling timely intervention to protect Go-Live success and long-term value realization
• Serve as the primary escalation point for customers within the Scaled onboarding programs, particularly those showing early signs of low adoption or reduced engagement
• Track, manage, and report on escalations with an emphasis on rapid resolution and preventing recurring issues

People Leadership

• Provide day-to-day coaching, guidance, and support to onboarding consultants, helping them navigate customer needs, workflows, and best practices
• Assist in setting team priorities and organizing workloads to ensure smooth, consistent execution across the portfolio
• Help maintain clear processes, documentation, and expectations so the team can deliver a reliable and high-quality customer experience
• Contribute to training plans and skill-building activities, supporting team members as they develop product knowledge and onboarding expertise
• Monitor team activity and customer feedback to identify areas where consultants may need additional coaching or support
• Encourage collaboration and knowledge sharing across the team to promote a positive, learning-focused environment
• Assist with hiring activities when needed, such as participating in interviews or reviewing candidate materials
• Collaborate with other Professional Services Leaders to identify gaps and opportunities for improvement

Qualifications

• 4–6 years of experience in customer onboarding, implementation, or customer success operations within a SaaS environment, including a minimum of 2 years with people leadership or team-lead responsibilities

• Proven ability to coach, mentor, and develop team members, providing feedback, supporting growth, and ensuring consistent, high-quality execution

• Experience managing team workload and operational processes, maintaining quality standards, and driving predictable onboarding outcomes

• Demonstrated success designing and scaling onboarding programs, especially low-touch, digital, or hybrid models that use automation and human engagement effectively

• Skilled in creating playbooks, documentation, and processes that help teams deliver a repeatable, efficient onboarding experience

• Strong analytical mindset, using onboarding KPIs (activation, time-to-value, adoption metrics) to guide team performance and improve programs

• Comfortable with data, automation, and enablement tools, and able to train team members in using these systems effectively

• Excellent communication and cross-functional collaboration skills, able to simplify complex concepts and represent the onboarding function clearly

• Highly organized and able to manage multiple onboarding projects or tracks simultaneously, prioritizing effectively

• Technically adept with productivity, analytics, and project management tools (e.g., Rocketlane, Asana, Looker, Tableau), including workflows and integrations

• Highly Preferred: Experience with customer education, curriculum/content development, or AI-driven onboarding tools

Additional Information