Team Lead - Merchant Onboarding - SaaS

About the role:

You will own merchant onboarding at Loop from sales handoff to Success handover, across three regions. You will lead a team of Onboarding Specialists, set the operating standard for every onboarding, and be accountable for time to go live, onboarding quality, and early churn. This role is about building a predictable onboarding engine that scales with our growth. It is not about running onboardings yourself.

What you will own:

Onboarding Delivery and Governance:

- Own end to end onboarding performance: kickoff SLAs, milestone adherence, and go live dates across the full merchant portfolio.

- Set the standards for kickoff, weekly touchpoints, configuration, migration validation and handover, and audit adherence.

- Step in personally on strategic, high value or at risk merchants.

Cross Functional Partnership:

- Act as the primary escalation point for Sales, Implementation Engineering, Migration, Product and Success.

- Improve the sales to onboarding handoff so merchants are scoped correctly before kickoff.

- Agree SLAs and escalation paths with Implementation Engineering and Migration, and hold all sides to them.

- Turn recurring merchant feedback into prioritised product inputs and track them to resolution.

Process, Tooling and Reporting:

- Own onboarding playbooks, templates and documentation standards.

- Keep Salesforce, Sheets and internal dashboards accurate, and remove manual tracking wherever possible.

- Report weekly and monthly on onboarding health to leadership, with risks and corrective actions.

- Identify bottlenecks using data and redesign the process to remove them.

Merchant Experience and Retention:

- Own the merchant experience during onboarding, including handling of delays, product gaps and escalations.

- Drive down churn during onboarding and in the first 30 days post handover.

- Ensure every handover to Success is complete, documented and accepted by the Success team.

Team Leadership and Capacity:

- Lead, coach and grow a team of Onboarding Specialists across regions.

- Plan capacity and allocate merchants by region, complexity and specialist bandwidth.

- Hire, onboard and ramp new specialists. Set clear performance goals and run regular 1:1s and reviews.

What we are looking for:

- 7+ years in customer onboarding, implementation or customer success at a B2B SaaS company, with 3+ years managing teams of 10 or more.

- Experience leading distributed teams across multiple regions and time zones.

- Strong track record of running onboarding at scale with measurable improvement in time to value and early retention.

- Comfort with technical setups: integrations, data migration, configuration. You do not need to code, but you need to hold your own with engineers.

- Hands on with Salesforce and dashboarding; data driven in how you run the team.

- Calm, clear communicator in escalations with merchants and senior internal stakeholders.