Team Lead for Customer Success Onboarding (m/f/d)

About the Position

Team Lead for Customer Success Onboarding (m/f/d)

Berlin Hybrid

Full-time

Permanent employee

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About the Role

As the Team Lead for Customer Success Onboarding at Rapid Data, you will play a pivotal role in shaping the success of our customers as they begin their journey with us. Your mission is to lead a team dedicated to providing exceptional onboarding experiences, ensuring seamless transitions into our SaaS ERP solutions for funeral homes. Your efforts will set the foundation for long-term customer satisfaction and retention.

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Responsibilities

• Develop and refine our customer onboarding framework to ensure a smooth and efficient transition for new clients
• Create comprehensive onboarding documentation and resources tailored to different customer segments
• Continuously assess and improve onboarding workflows to enhance customer engagement and satisfaction
• Lead, mentor, and grow a high-performing Customer Success Onboarding team
• Set team performance goals and regularly assess progress through KPIs
• Implement feedback loops and gather insights to continuously refine the onboarding process
• Collaborate with Sales, Product, and Support teams to ensure alignment and seamless handoffs
• Provide feedback to Product and Development teams about customer needs and potential improvements to the product
• Partner with senior stakeholders to align onboarding strategies with overall company goals and customer success objectives
• Utilize data and analytics to track onboarding success and identify areas for improvement
• Develop dashboards and reporting tools to provide real-time insights into onboarding performance
• Implement predictive models to forecast onboarding outcomes and proactively address potential challenges

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Requirements

• Core Skills:

  • Extensive experience in Customer Success, Onboarding, Consulting, or related roles, preferably in a B2B SaaS environment
  • Proven track record in leading customer success or onboarding teams with a focus on process improvement and customer satisfaction
  • Experience in using SFDC as CRM, Jira as Project Management tool, and other customer success tools to enhance onboarding processes
  • Data-driven mindset with the ability to analyze and interpret data to drive strategic decisions
  • Fluency in English and German

• Secondary Skills:

  • Strong project management skills with the ability to manage multiple initiatives simultaneously
  • Excellent communication and interpersonal skills, capable of building relationships with both internal teams and customers

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Nice to Have

• Primarily remote with occasional travel required to meet with team members and stakeholders

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We Offer

• A modern office space in Berlin (with flexible remote work options)
• A culture of continuous learning, innovation, and professional growth
• Opportunities to contribute to products that make a real impact
• Dog-friendly office

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About the Company

Rapid Data is a leading software provider for the funeral industry in Europe and has been synonymous with innovation and progress since 1989. It is our passion to develop state-of-the-art ERP and CRM solutions that revolutionize the way funeral service providers work.

We are more than just a company – we are pioneers of change and stand at the forefront to lead the industry into a new era. Our goal is not only to be present in Europe but to establish a global presence, supporting every funeral service provider and their partners with our all-in-one technology platform.

Driven by our vision and supported by one of the most demanding and renowned private equity investors in the world, we are in a phase of accelerated growth. Every day is a new opportunity for us to push our boundaries and realize our dreams. We are ready to change the world – be part of this exciting journey with Rapid Data.