As the Manager, Strategic Onboarding, you will lead a team responsible for Tipalti’s most complex and strategically key customer implementations, including both internally delivered and partner-led engagements

You will be accountable for the performance, development, and success of your team and the overall health of the delivery portfolio, ensuring projects are appropriately staffed, risks are identified and addressed early, and customers receive a consistently high-quality onboarding experience

You will own portfolio-level delivery performance, capacity and resource management, operational cadence, and first-line escalation management for your team

You will coach and develop experienced Onboarding Managers, establish repeatable and scalable delivery practices, and partner cross-functionally to remove systemic barriers to successful implementation

This is a people and portfolio leadership role, not an individual implementation role. Success is measured by the performance of the team and portfolio—not by personally carrying customer implementations

Lead, coach, and develop a team of experienced Onboarding Managers responsible for complex and strategically important customer implementations

Establish clear performance expectations, provide regular coaching and feedback, and create development opportunities that strengthen the team’s delivery and leadership capabilities

Build a culture of ownership and accountability in which Onboarding Managers independently lead their portfolios and elevate intentionally rather than relying on management to run projects for them

Recruit, hire, onboard, and develop new team members as the organization grows

Own performance management, goal setting, and development planning for the team

Own the overall health and performance of the Strategic Onboarding portfolio, including project health, delivery risk, time-to-value, customer experience, capacity, and forecast accuracy

Establish and lead a consistent portfolio operating cadence that surfaces risks early, drives clear ownership of actions, and enables proactive intervention before issues become escalations

Own staffing and capacity management across the team, balancing customer needs, project complexity, team capabilities, and business priorities

Serve as the first level of management escalation for at-risk implementations, providing leadership and executive customer engagement when appropriate while maintaining clear ownership with the assigned Onboarding Manager





Provide leadership oversight for Tipalti’s most complex and strategically important implementations, ensuring teams have the resources, cross-functional support, and decision-making required for successful delivery

Identify patterns across projects and escalations and translate them into systemic improvements rather than repeatedly solving the same issues customer by customer

Maintain accurate portfolio visibility and forecasting, using data to identify emerging risks, capacity constraints, and opportunities to improve delivery performance

Provide operational oversight of strategic partner-led implementations within the broader Strategic Onboarding portfolio, ensuring appropriate visibility, governance, escalation management, and consistent delivery standards across both Tipalti-led and partner-led engagements

Identify and implement improvements to delivery processes, tools, and operating practices that increase consistency, scalability, and customer outcomes

Use portfolio data and frontline insights to identify systemic delivery issues and drive improvements across the organization

Partner with Product, Engineering, Support, Sales, Professional Services, Alliances, and other cross-functional teams to resolve recurring delivery barriers and represent the needs of Strategic Onboarding

Ensure lessons learned, delivery patterns, and successful practices are captured and reused across the team rather than remaining with individual team members

Share structured product and process feedback with appropriate stakeholders to improve the customer onboarding experience

Establish clear ownership and escalation paths for cross-functional dependencies that impact customer delivery

Champion adoption of AI-enabled delivery workflows across Strategic Onboarding, partnering with the AI Strategy function to identify high-value opportunities, drive frontline adoption, and measure operational impact

Help evolve team roles and operating practices as AI removes administrative work, enabling Onboarding Managers to spend more time on strategic customer engagement and higher-value delivery activities





Provide frontline feedback and operational insights to help ensure AI capabilities address real delivery challenges and create measurable value

Reinforce new AI-enabled ways of working through coaching, operating cadence, and performance expectations

Benefits Hybrid work model

Equity packages

Company events

Collaborative work spaces

Opportunities for professional growth

Inclusive community

Global opportunities and exposure

Authentic colleagues

Autonomy

Ability to operate effectively in a fast-paced, deadline-driven environmentExperience operating in a high-growth SaaS environmentStrong executive presence and demonstrated ability to lead difficult customer conversations and high-stakes escalationsFamiliarity with Salesforce, project-management platforms, and ticketing systems such as JiraExperience partnering closely with Product and Engineering organizations to resolve systemic customer-delivery challengesDemonstrated experience managing a portfolio of complex enterprise customer implementations, with accountability for delivery quality, customer outcomes, capacity, and risk7+ years of experience in Customer Onboarding, Professional Services, Implementation, or a similar customer delivery function within B2B SaaSExcellent operational judgment, including the ability to distinguish between an individual project problem and a systemic delivery issueDetail-oriented and well organized, with the ability to maintain strategic perspective while managing a complex delivery portfolioStrong analytical skills and comfort using data to understand portfolio health, capacity, performance, and emerging risksDemonstrated ability to build scalable processes and operating rhythms in a fast-changing environmentStrong people leader with a track record of coaching experienced professionals, managing performance, and developing future leadersExcellent communication, prioritization, problem-solving, and decision-making skillsStrong cross-functional leadership skills and the ability to influence Product, Engineering, Sales, Support, Alliances, and other stakeholders without direct authorityExperience leading teams through AI, automation, or significant delivery-process transformationBA/BS in a related field or equivalent practical experience3+ years of direct people-management experience leading experienced implementation or onboarding professionalsExperience leading complex fintech, payments, ERP, or financial-technology implementationsExperience working with implementation partners or systems integrators is a plus

📌 Manager of Strategic Customer Onboarding (Toronto)
🏢 Tipalti
📍 Toronto