[Hiring] Team Lead, Client Onboarding @rise

Role Description

Do you love working with technology and helping customers succeed? Are you passionate about delivering an exceptional onboarding experience that sets clients up for long-term success — and ready to lead a team that does the same?

As Team Lead, Client Onboarding, you'll guide new clients through a seamless transition onto our platform while leading and developing a small team of onboarding specialists. Onboarding is a client's first real experience of Rise, and it sets the tone for everything after: get it right, and they stay for years.

You'll carry your own book of onboardings. This means customizing implementation plans and owning setup, configuration, and training for your most complex accounts, while reporting to the Manager and owning the day-to-day rhythm, coaching, and performance of your team.

This role is ideal for someone with strong technical and project management aptitude who wants to step into leadership while staying hands-on with clients. If you have experience in HR, payroll, or timekeeping solutions, or if you’re bilingual in English and French, you'll bring even more value to this key position.

Qualifications

• 3+ years in Client Onboarding, Implementation, Technical Support, Customer Success, or a related role within a SaaS environment, with experience leading, mentoring, or coaching others.
• A PCP (Payroll Compliance Professional) certification from the National Payroll Institute is required, or a willingness to become PCP-certified (which Rise will pay for).
• Strong interpersonal skills, with the ability to build relationships and foster trust with clients and your team.
• Technical aptitude and problem-solving skills, with experience configuring SaaS platforms and troubleshooting setup issues.
• Excellent verbal and written communication skills, with the ability to conduct engaging training sessions and presentations.
• Strong project-management skills, with the ability to juggle multiple onboarding projects, meet deadlines, and help your team do the same.
• Proactive about momentum: you build a healthy sense of urgency and pre-empt stalls rather than waiting for a client to go quiet.
• Comfortable adopting AI tools to speed up setup and expand team output.
• Bonus: Bilingual proficiency in French and English, allowing you to communicate effectively with a diverse client base.

Requirements

• Manage, coach, and develop a small team of onboarding specialists through consistent 1:1s, training, and feedback; own performance management with structured plans and follow-through; and have input into hiring and ramping new team members.
• Invest in each team member's growth — understand their career aspirations, build development plans that stretch their skills, and create opportunities for them to take on more and advance at Rise.
• Carry your own onboardings and lead clients through implementation. From sales handoff and kick-off through discovery, configuration, data migration, and go-live - you’ll ensure a seamless setup and impactful training experience.
• Be the first escalation point for your team and the main point of contact for your most complex or at-risk accounts, proactively addressing client questions, concerns, and technical requirements.
• Configure and tailor the platform to align with each client's unique business processes and compliance needs.
• Tailor implementation plans and check-in cadences to each client's segment and working style, so momentum stays high and no account stalls or drops off from feeling overwhelmed.
• Develop and refine onboarding materials, including help guides, playbooks, and knowledge base documentation, to raise the bar for the whole team.
• Identify opportunities to optimize the onboarding process by gathering client feedback and working with internal teams to implement improvements.
• Troubleshoot technical setup issues, working closely with Engineering and Support teams to resolve implementation roadblocks.
• Use AI tools to accelerate setup and expand what the team can handle.

Benefits

• The base salary for this position is $60,000 - $75,000, depending on experience, plus stock options.
• We offer a remote work environment. On occasion, we may meet as a team or one-on-one in person.
• A culture that values innovation, customer-centricity, and continuous learning.
• 3 weeks of paid vacation, flexible personal wellness days, as well as one day off for your birthday and your work anniversary.
• A personal $1,000 learning and development budget to take courses, attend conferences, webinars, you name it!
• No-wait benefits starting your first day, including dental, eye care, and $2,000 in counselling coverage, among many other great health benefits.