Manager, Strategic Customer Onboarding
AI summary of the role
This is a people and portfolio leadership role managing a team of experienced Onboarding Managers responsible for Tipalti's most complex and strategically important customer implementations, including partner-led engagements.
What you’ll do
- Lead, coach, and develop a team of experienced Onboarding Managers handling complex, strategic customer implementations.
- Own portfolio health: project risk, time-to-value, customer experience, capacity, and forecast accuracy.
- Establish and run a portfolio operating cadence to surface risks early and drive proactive intervention.
- Serve as first-line escalation for at-risk implementations, providing executive customer engagement when needed.
What you’ll bring
- 7+ years in Customer Onboarding, Professional Services, Implementation, or similar customer delivery in B2B SaaS.
- 3+ years of direct people-management experience leading experienced implementation or onboarding professionals.
- Proven track record managing a portfolio of complex enterprise customer implementations with accountability for quality, outcomes, capacity, and risk.
- Strong executive presence and ability to lead difficult customer conversations and high-stakes escalations.
Technologies
Salesforce · Jira · AI · automation · ERP · fintech · payments
About Tipalti
AI-powered finance automation platform for mid-market companies, combining AP, global payouts, procurement, expenses, cards, and treasury in one integrated system.
Private Late · 1000–2000 people
Source and classification
Deployment team leadership · Evidence for this classification:
As the Manager, Strategic Onboarding, you will lead a team responsible for Tipalti’s most complex and strategically important customer implementations, including both internally delivered and partner-led engagements. You will be accountable for the performance, development, and success of your team and the overall health of the delivery portfolio, ensuring projects are appropriately staffed, risks are identified and addressed early, and customers receive a consistently high-quality onboarding experience. You will own portfolio-level delivery performance, capacity and resource management, operational cadence, and first-line escalation management for your team. You will coach and develop experienced Onboarding Managers, establish repeatable and scalable delivery practices, and partner cross-functionally to remove systemic barriers to successful implementation. This is a people and
More from the job description
As the Manager, Strategic Onboarding, you will lead a team responsible for Tipalti’s most complex and strategically important customer implementations, including both internally delivered and partner-led engagements. You will be accountable for the performance, development, and success of your team and the overall health of the delivery portfolio, ensuring projects are appropriately staffed, risks are identified and addressed early, and customers receive a consistently high-quality onboarding experience. You will own portfolio-level delivery performance, capacity and resource management, operational cadence, and first-line escalation management for your team. You will coach and develop experienced Onboarding Managers, establish repeatable and scalable delivery practices, and partner cross-functionally to remove systemic barriers to successful implementation. This is a people and portfolio leadership role, not an individual implementation role. Success is measured by the performance of the team and portfolio—not by personally carrying customer implementations. Why join Tipalti? Tipalti is the AI-powered platform for finance automation, elevating how finance teams operate in the global economy. We empower our customers to scale faster and smarter by removing the complexities of doing global business and accelerating their finance operations efficiency. Our platform provides a [... source excerpt omitted ...] bal business headquartered in the San Francisco Bay Area (Foster City) with offices in Tel Aviv, Plano, Toronto, Vancouver, London, Amsterdam, Tbilisi and Medellin. In this role, you will be responsible for: Lead, coach, and develop a team of experienced Onboarding Managers responsible for complex and strategically important customer implementations. Establish clear performance expectations, provide regular coaching and feedback, and create development opportunities that strengthen the team’s delivery and leadership capabilities. Build a culture of ownership and accountability in which Onboarding Managers independently lead their portfolios and escalate intentionally rather t [... source excerpt omitted ...] ting, and development planning for the team. Own the overall health and performance of the Strategic Onboarding portfolio, including project health, delivery risk, time-to-value, customer experience, capacity, and forecast accuracy. Establish and lead a consistent portfolio operating cadence that surfaces risks early, drives clear ownership of actions, and enables proactive intervention before issues become escalations. Own staffing and capacity management across the team, balancing customer needs, project complexity, team capabilities, and business priorities. Serve as the first level of management escalation for at-risk implementations, providing leadership and executive cu
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