Onboarding Team Lead

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!