Customer Onboarding Lead - 15 Month FTC (Maternity Leave Cover)
Customer Onboarding Lead
Lead a high-performing onboarding team
15-month maternity leave contract
3 days from home 2 in the office
North Sydney
Payment fraud is growing fast, and Australian businesses need a partner they can trust. If you love turning complex implementations into smooth, successful launches and helping a team do its best work we'd love to hear from you.
About Eftsure
Eftsure is a fast-scaling SaaS fraud technology platform that protects the B2B payments of Australian businesses. Through real-time supplier verification and payment protection, we make sure our customers never pay the wrong people.
In a world of explosive and evolving cybercrime, our mission is to help the Australian business community transact securely. Our vision is to become the security standard for B2B payments through continual platform evolution and international expansion.
The role
As Customer Onboarding Lead, you'll make sure every new Eftsure customer gets up and running successfully. You'll lead and develop a team of Customer Onboarding Managers while personally managing strategic implementations, from first engagement through to deployment and adoption.
You'll also shape how we onboard: driving process improvements, contributing to strategic initiatives and working across the business to lift team performance and the customer experience.
What you'll be doing
Leading the team: manage performance, workloads and resources; run one-on-ones and reviews; coach and mentor; support recruitment and training; and act as the team's escalation point.
Running customer onboardings: own projects from kick-off to handover, build tailored onboarding plans, manage timelines and expectations, and coordinate internal teams and external partners.
Guiding customers technically: support platform setup, configuration, data migration and integrations; troubleshoot issues; and raise bugs and development requests.
Training and pre-sales: deliver platform training to customers and colleagues, and support sales demos and pre-sales activity.
Improving how we work: lead process improvements, roll out new tools and systems, and partner with other teams on product and business improvements.
Tracking and reporting: monitor onboarding timelines, completion rates, team KPIs and customer satisfaction, and use the data to spot risks and trends.
What you'll bring
4+ years in customer onboarding, implementation or a similar customer-facing B2B SaaS role
1–2 years leading or managing a team, with a genuine passion for coaching people to succeed
A tertiary qualification in business, IT or a related field, or equivalent practical experience
Confidence with CRM/CSM systems, MS Office, project management tools and collaboration platforms
Excellent organisational skills and the ability to juggle multiple projects and priorities
Strong communication, training and presentation skills, with a knack for building customer relationships
Calm, practical problem-solving when handling escalations and complex issues
Experience gathering business requirements and working with technical teams
A proactive, positive approach and a strong sense of accountability
Highly regarded: experience with ERP or accounting systems, payments or fintech; system integrations via REST APIs; and project management certifications.
Why join us?
Do meaningful work protecting Australian businesses from payment fraud and cybercrime
Lead a team and make a visible impact on the customer experience at a fast-scaling company
Broaden your experience across implementation, product and pre-sales
A 15-month contract with the possibility of extension
Ready to apply?
If this sounds like you, apply now with your CV, we're reviewing applications as they come in, so don't wait.