Merchant Onboarding Team Lead (SaaS, US)

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.