What You'll Own
Own end-to-end customer onboarding from signed contract through graduation, with clear handoff criteria to Account Management
Execute tiered onboarding tracks calibrated to company size: lightweight self-serve for small accounts, structured multi-stakeholder implementations for mid-market and enterprise
Drive first payroll on the first eligible pay cycle, ensuring data migration accuracy, tax registrations, and bank verification are complete
Certify graduation: confirmed stakeholder engagement, post-go-live training, and feature adoption appropriate to customer setup
Manage a portfolio of concurrent implementations with precision: proactive outreach, clear timelines, zero dropped handoffs
Partner cross-functionally with Engineering, Tax Ops, and Support to resolve go-live blockers and custom setup needs
Own and continuously improve the onboarding playbook: templates, escalation paths, and graduation criteria
Must-Have
3+ years in implementation, customer success, or project management in B2B SaaS with measurable onboarding or activation KPI ownership
Project management DNA: organized, process-driven, and calm under pressure juggling multiple concurrent implementations
Experience with payroll, HR tech, or fintech products; you understand the stakes of a missed pay cycle
Ability to calibrate your approach by company size: recognize that a 5-person startup and a 120-person company need fundamentally different onboarding motions
High agency and bias for action: you move without waiting to be unblocked
Nice-to-Have
Familiarity with HRIS systems like Rippling, JustWorks, Gusto, or other payroll platforms
Experience at an early-stage or high-growth company where the playbook was still being written
Track record owning implementation or onboarding metrics end-to-end with specific numbers attached
Background in fintech, B2B SaaS, or broader implementation-heavy roles beyond payroll