Manager, Strategic Customer Onboarding

Role Overview

As the Manager, Strategic Onboarding, you will lead a team responsible for Tipalti’s most complex and strategically important customer implementations. You will be accountable for the performance, development, and success of your team and the overall health of the delivery portfolio.

What You Will Do

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.

Why It Might Be a Fit

Success is measured by the performance of the team and portfolio—not by personally carrying customer implementations. You will provide leadership oversight for Tipalti’s most complex and strategically important implementations, ensuring teams have the resources, cross-functional support, and decision-making required for successful delivery.

Requirements

• 7+ years of experience in Customer Onboarding, Professional Services, Implementation, or a similar customer delivery function within B2B SaaS.
• 3+ years of direct people-management experience leading experienced implementation or onboarding professionals.
• Demonstrated experience managing a portfolio of complex enterprise customer implementations, with accountability for delivery quality, customer outcomes, capacity, and risk.
• Strong people leader with a track record of coaching experienced professionals, managing performance, and developing future leaders.
• Strong executive presence and demonstrated ability to lead difficult customer conversations and high-stakes escalations.
• Excellent operational judgment, including the ability to distinguish between an individual project problem and a systemic delivery issue.
• Demonstrated ability to build scalable processes and operating rhythms in a fast-changing environment.
• Strong cross-functional leadership skills and the ability to influence Product, Engineering, Sales, Support, Alliances, and other stakeholders without direct authority.
• Strong analytical skills and comfort using data to understand portfolio health, capacity, performance, and emerging risks.
• Excellent communication, prioritization, problem-solving, and decision-making skills.
• Detail-oriented and well organized, with the ability to maintain strategic perspective while managing a complex delivery portfolio.
• Ability to operate effectively in a fast-paced, deadline-driven environment.
• BA/BS in a related field or equivalent practical experience.
• Experience leading complex fintech, payments, ERP, or financial-technology implementations.
• Experience working with implementation partners or systems integrators is a plus.
• Experience leading teams through AI, automation, or significant delivery-process transformation.
• Familiarity with Salesforce, project-management platforms, and ticketing systems such as Jira.
• Experience operating in a high-growth SaaS environment.
• Experience partnering closely with Product and Engineering organizations to resolve systemic customer-delivery challenges.

Benefits

• Competitive salary
• Stock options
• Matching RRSP
• Extended benefits
• Employee Assistance Program
• Life insurance
• AD&D
• LTD
• Maternity, Paternity and Fertility Treatment benefits
• 15 days of PTO
• Subsidized lunch on office days
• Fresh fruit, snacks & drinks in office
• Conveniently located close to transit
• Phone/internet allowance
• Regular company-wide social events
• Multiple ERG groups celebrating our diversity and creating an inclusive culture