5+ years in implementation, onboarding, or operations, with 2+ years in a leadership role during high-growth phases.
Experience in high-growth SaaS or Fintech environments is a plus.
Comfortable discussing technical concepts like APIs and data migrations.
Proven ability to design and iterate workflows as products evolve.
Strong communication skills with both technical and non-technical stakeholders.
Ability to leverage AI for improving team efficiency and customer workflows.
High ownership mentality with a proactive approach to problem-solving.
Responsibilities
Lead ~10 customer implementations end-to-end while mentoring your team.
Oversee and develop a team of 10+ Implementation Managers, fostering accountability and urgency.
Drive team outcomes including Time-to-Value (TTV) and onboarding completion rates.
Build scalable playbooks and internal tools to manage increased volume without sacrificing quality.
Use data to identify bottlenecks and forecast capacity for proactive improvements.
Act as the primary escalation point for complex implementations and high-value customers.
Collaborate with Product and Engineering to influence the product roadmap based on frontline insights.
Benefits
Competitive salary and equity participation in company success.
Comprehensive medical, dental, and vision coverage.
Wellness perks including Headspace and Peloton One App subscriptions.
401(k) plan for long-term financial security.
Relocation assistance to NYC or SF if needed.
Lunch and snacks provided in the office.
Regular team offsites and company events to foster team culture.
A culture emphasizing ownership where your contributions are recognized.
Full Job Description
About the role:
We're looking for an Onboarding Team Lead to manage and scale our implementation engine. We've hit an inflection point: our customer base is surging, and we need a leader to transform our onboarding from a high-touch manual process into a scalable, tech-enabled machine.
You'll oversee a team of 10+ Implementation Managers. This isn't just a "people management" role. You'll be a true player-coach, owning a book of ~10 accounts yourself so you stay close to the work and can coach your team from firsthand experience. You will be the architect of our customer's first impression. You'll own the metrics, refine the playbooks, and ensure that as we scale, our "white-glove" reputation remains intact. This is a high-impact leadership role for someone who thrives in ambiguity, builds structure from chaos, and knows how to scale both people and processes.
What you'll do:
Team Leadership & Development
Lead from the Front: Own ~10 customer implementations end-to-end. Staying hands-on keeps you sharp on our product, our customers, and the real friction points your team faces, so your coaching is grounded in reality.
Manage & Coach: Oversee a high-performing team of 10+ Implementation Managers, providing the mentorship needed to navigate complex tax logic and customer hurdles.
Build the Bench: Own hiring, onboarding, and ongoing training as we continue to expand the team, and foster an environment of extreme accountability, urgency, and customer obsession
Performance & Operational Design
Own the Metrics: Drive team-level outcomes including Time-to-Value (TTV), onboarding completion rates, and CSAT.
Systematize Growth: Move us from "heroics" to "systems." Build and refine scalable playbooks and internal tooling that allow us to handle 5x the volume without sacrificing quality, using AI to refine and improve processes
Data-Driven Decisions: Use data to identify bottlenecks, forecast capacity, and proactively address individual or process gaps.
Customer Experience & Cross-Functional Leadership
Strategic Support: Act as the primary escalation point for complex implementations and step in to support our most high-value, strategic customers.
Product Feedback Loop: Partner closely with Product and Engineering to translate frontline insights into roadmap influence, identifying where the product can "self-serve" steps currently handled manually
Define the Future: Help define how onboarding evolves as Numeral expands its product offering beyond initial compliance.
What you'll bring:
Player-Coach DNA: You genuinely enjoy rolling up your sleeves. You're energized by managing your own book of business while developing others, and you don't see hands-on work as "beneath" a leadership role.
The Scaler: 5+ years of experience in implementation, onboarding, or operations, with at least 2+ years specifically managing or leading teams through high-growth phases.
AI Fluency: You use AI to improve team efficiency or customer workflows.
Technical Intuition: You don't need to be an engineer, but you are comfortable discussing APIs, data migrations, and complex logic.
Process-Building Mindset: Proven ability to design workflows from scratch and iterate on them as the product evolves.
High Ownership: A bias for action and the "figure-it-out" factor required in an early-stage startup.
Communication: Excellent skills across both technical and non-technical stakeholders.
Nice to haves:
Experience managing onboarding/implementation in a high-growth SaaS or Fintech environment.
Experience supporting mid-market or enterprise customers.
Comfort with data analysis (SQL, advanced spreadsheets) to drive operational improvements.
Location:
This role is hybrid (3 days a week in our SF or NYC office)
What we offer:
Competitive salary and equity - you'll share directly in the company's success
Full medical, dental, and vision coverage
Wellness perks like Headspace and the Peloton One App
401(k) to help you build long-term financial security
Relocation assistance to NYC or SF (if needed)
Lunch and snacks when you're in the office
Regular team offsites and company events as we grow
A culture built on ownership - your work matters and people will see it!
