Customer Onboarding Lead

Who We Are

At Stampede AI, we’re reshaping how hospitality businesses deliver guest experiences. Stampede's cloud-based platform helps customers manage WiFi, marketing, and customer data with ease. As the product evolves rapidly, we need someone who can ensure Stampede customers evolve with it, through expert onboarding, structured training, and scalable success systems.

• 
  Role: Customer Onboarding Lead

• Location: Edinburgh

• Salary: 40k to 50k

• Type: Full-Time

Reports to: Head Of Commercial

This role is ideal for someone who thrives at the intersection of training, technical onboarding, process design, and team leadership. You will own the entire post-sale onboarding journey; from initial setup and technical implementation to user enablement and early product success.

You’ll not only lead customer onboarding but also build and manage the systems, playbooks, and team that scale this function. You must be confident in adapting to a fast-changing product environment and bringing clarity and consistency to our onboarding experience.

Key Responsibilities

Onboarding & Implementation

• Own and continuously improve the customer onboarding journey—from kickoff to go-live

• Design tailored onboarding plans aligned to customer goals and use cases

• Ensure customers are technically configured, trained, and confident in using the platform

• Manage technical setup in collaboration with internal support and product teams

• Track onboarding progress and maintain clear documentation for internal visibility

Training & Enablement

• Deliver high-impact training sessions (1:1, group, or webinar) for new and existing customers

• Develop engaging self-service materials (videos, guides, walkthroughs) to support product adoption

• Keep training content current as the product evolves, maintaining a library of learning resources

• Assess gaps in customer knowledge and proactively address them

️ Systems Design & Process Ownership

• Build and document scalable onboarding frameworks and standard operating procedures

• Select, manage, and optimise tooling (e.g., CRM, LMS, knowledge base, onboarding software)

• Measure onboarding effectiveness using data (e.g., time-to-value, completion rates, adoption benchmarks)

Team Leadership

• Lead and grow a small onboarding/training team, setting direction and performance expectations

• Coach team members on technical delivery, soft skills, and product knowledge

• Foster a high-accountability, customer-first culture in the onboarding function

Cross-Functional Collaboration

• Partner with Sales to ensure smooth post-sale handoff and accurate expectation setting

• Collaborate with Product and Support to close onboarding gaps and resolve technical blockers

• Feed onboarding insights into product development and documentation

What You’ll Need

✅ Experience

• 3+ years in SaaS onboarding, implementation, or customer education/training

• Proven experience designing and leading onboarding frameworks in a fast-paced environment

• Experience with CRM, ticketing, and customer training platforms (HubSpot, Zendesk, etc.)

• Technical aptitude—able to guide users through configuration, integrations, and best practices

• Previous team leadership or people management experience (even informal leadership counts)

Mindset & Skills

• Customer-first – everything you do is in service of helping users succeed

• Systems thinker – you build repeatable, scalable processes and measure what matters

• Adaptable – you keep pace with a rapidly evolving product and industry

• Clear communicator – you can explain complex ideas simply, and make training stick

• Proactive – you spot friction before the customer feels it.

Tools & Technologies

You’ll be working with a modern, collaborative tech stack that supports automation, transparency, and fast decision-making:

• HubSpot – For customer relationship management, pipeline tracking, and usage insights.

• Notion – To document, share, and continuously improve onboarding playbooks, training resources, and customer success processes.

• Slack – To maintain responsive communication across teams and with customers, accelerating resolution and collaboration.

• Zendesk – To manage customer support tickets, monitor resolution progress, and ensure seamless handoffs between support and success.

• Zapier & AI automation tools (nice to have) – To automate routine workflows, trigger proactive messaging, and deliver scalable personalisation across the customer lifecycle.

  What’s in It for You?

• Competitive salary + performance-based incentives

• 33 days holiday per year

• Premium equipment (Apple)

• High-impact role with ownership of a mission-critical function

• Opportunity to grow a team and shape the future of onboarding at a fast-moving SaaS company

  Apply Now

  If you’re passionate about making customers successful from day one—and have the skills to lead onboarding at scale—we’d love to hear from you. Apply with your CV and a cover letter sharing why you’re the perfect fit.

**Important - Please Read** You must include a cover letter with your application demonstrating the research you have done on Stampede, and if you are changing sectors please highlight what skills and experience are relevant to our job specification.