Onboarding Team Lead

Numeral • San Francisco, CA

3d • Remote

About The Position

We’re looking for an Onboarding Team Lead to manage and scale our implementation engine. We’ve hit an inflection point: our customer base is surging, and we need a leader to transform our onboarding from a high-touch manual process into a scalable, tech-enabled machine. You’ll oversee a team of 10+ Implementation Managers. This isn't just a "people management" role—you will be the architect of our customer’s first impression. You’ll own the metrics, refine the playbooks, and ensure that as we scale, our "white-glove" reputation remains intact. This is a high-impact leadership role for someone who thrives in ambiguity, builds structure from chaos, and knows how to scale both people and processes.

Requirements

• The Scaler: 5+ years of experience in implementation, onboarding, or operations, with at least 2+ years specifically managing or leading teams through high-growth phases.
• Technical Intuition: You don't need to be an engineer, but you are comfortable discussing APIs, data migrations, and complex logic.
• Process-Building Mindset: Proven ability to design workflows from scratch and iterate on them as the product evolves.
• High Ownership: A bias for action and the "figure-it-out" factor required in an early-stage startup.
• Communication: Excellent skills across both technical and non-technical stakeholders.

Nice To Haves

• Experience managing onboarding/implementation in a high-growth SaaS or Fintech environment.
• Experience supporting mid-market or enterprise customers.
• Comfort with data analysis (SQL, advanced spreadsheets) to drive operational improvements.
• Experience leveraging AI tools to improve team efficiency or customer workflows.

Responsibilities

• Manage & Coach: Oversee a high-performing team of 10+ Implementation Managers, providing the mentorship needed to navigate complex tax logic and customer hurdles.
• Build the Bench: Own hiring, onboarding, and ongoing training as we continue to expand the team.
• Culture of Craft: Foster an environment of extreme accountability, urgency, and customer obsession.
• Own the Metrics: Drive team-level outcomes including Time-to-Value (TTV), onboarding completion rates, and CSAT.
• Systematize Growth: Move us from "heroics" to "systems." Build and refine scalable playbooks and internal tooling that allow us to handle 5x the volume without sacrificing quality.
• Data-Driven Decisions: Use data to identify bottlenecks, forecast capacity, and proactively address individual or process gaps.
• Strategic Support: Act as the primary escalation point for complex implementations and step in to support our most high-value, strategic customers.
• Product Feedback Loop: Partner closely with Product and Engineering to translate frontline insights into roadmap influence, identifying where the product can "self-serve" steps currently handled manually.
• Define the Future: Help define how onboarding evolves as Numeral expands its product offering beyond initial compliance.

Benefits

• Shape a Category-Definer: Lead a critical function at a company reinventing the "boring" but essential world of tax.
• Top-Tier Talent: Work alongside alumni from Stripe, Airbnb, and Notion who value craft and speed.
• Immediate Impact: Your work directly dictates Numeral’s ability to scale and retain its fastest-growing customers.
• Remote-First Culture: Enjoy a flexible, remote-first environment with a high bar for excellence and strong ownership.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed