Onboarding Team Lead

About Playbypoint:

We're a rapidly expanding startup at the forefront of the racquet sports industry. At Playbypoint, we specialize in providing innovative enterprise software solutions that empower clubs, players, and coaches to streamline their operations and enhance their game. We're backed by top investors, trusted by leading clubs, and scaling fast – and we're looking for passionate individuals to join us in revolutionizing the racquet sports world with cutting-edge software.

About the Role:

As the Onboarding Team Lead, you’ll play a dual role managing onboarding for VIP and enterprise clubs while also leading and supporting the Onboarding team. Roughly a quarter of your time will be hands-on with your clubs where you’ll be guiding them through a white-glove account setup, configuration, and launch. The majority of your focus will be on supervising the onboarding team: coaching them to deliver a smooth and timely club launch experience, driving process improvements, and contributing to both internal and club-facing resources. This role is ideal for someone who thrives on balancing client delivery with team leadership, takes initiative to level up the team and improve processes without waiting to be asked, embraces AI and modern tools to work smarter, is driven by delighting clients and providing a world-class onboarding experience, and who is motivated by helping others succeed while keeping an eye on KPIs like launch timelines and time-to-onboard.

This role reports to the Head of Client Experience.

What You’ll Do:

• Serve as the onboarding lead for VIP or enterprise clients, guiding them through a white-glove experience of account configuration, implementation, and launch on the Playbypoint platform.
• Act as an escalation point and support system for Onboarding Leads as they manage their clubs through the onboarding pipeline.
• Provide day-to-day coaching, feedback, and mentorship to Onboarding Leads, helping them meet launch and time-to-onboard KPIs.
• Partner with leadership to proactively identify opportunities to improve and refine onboarding processes, playbooks, and resources to drive efficiency — bringing solutions and recommendations rather than waiting to be asked.
• Contribute to internal and client-facing resources, such as training guides, documentation, and knowledge base articles.
• Collaborate cross-functionally with Sales, Support, Product, and Client Success to improve processes, troubleshoot club escalations, and ensure an overall seamless client experience.
• Monitor onboarding performance metrics like club launches and time-to-onboard, identify areas for improvement, and partner with leadership to implement solutions.
• Lead by example in modeling excellent onboarding best practices, client communication, project management, and product expertise.
• Participate in the hiring process of new Onboarding Leads and lead their training and ramp.
• Actively invest in leveling up the Onboarding team — identifying skill gaps, creating development opportunities, and fostering a culture of continuous improvement and high performance.
• Leverage AI tools and automation to enhance onboarding workflows, reduce manual work, and scale the team’s capacity — and champion a culture where the team does the same.
• Own and continuously improve the handoff process from Sales to Onboarding as well as Onboarding to Client Success, ensuring clubs are transferred with the context, health signals, and documentation they need to drive long-term retention and success.
• Monitor onboarding pipeline capacity and proactively flag resourcing gaps to leadership — providing input on team structure and hiring timelines as volume grows.
• Partner with Product to ensure the Onboarding team is trained and ready ahead of new feature releases — so that team members can speak to product changes confidently with clubs from day one.
• Monitor onboarding reporting and analytics — maintaining visibility into launch timelines, time-to-onboard, CSAT at launch, and team capacity, and surfacing trends and insights to leadership on a regular cadence.
  
  

Requirements:

• Fluent in English (bilingual in Spanish is a big plus).
• 5 years of experience in client onboarding, implementation, customer success, or another customer-facing role within a SaaS environment.
• A proven track record of successfully managing complex or enterprise client onboarding projects from kickoff to launch and high bar for client relationship management.
• Demonstrated experience coaching, mentoring, or supporting team members to achieve goals and improve performance.
• Strong project management skills and ability to oversee multiple onboarding timelines while ensuring team accountability to KPIs.
• Excellent communication and relationship-building skills, with the ability to influence and support both clients and internal team members.
• A highly organized and detail-oriented work style, with a bias for action and an ability to identify risks early and implement solutions.
• Comfortability working cross-functionally with Sales, Support, Product, and Client Success teams in a fast-paced SaaS environment.
• A customer-first attitude with a passion for delivering smooth, timely onboarding experiences and driving time-to-value.
• A growth mindset and genuine enthusiasm for leveraging AI tools to work more effectively — you see AI as a force multiplier and actively look for ways to use it to improve your own work and your team’s workflows.
  
  

Why Join Playbypoint?

Impactful Work: Be part of a team that's genuinely revolutionizing the racquet sports industry.

Growth Opportunities: Work closely with a passionate and fun team in a rapidly scaling business, with opportunities for professional development.

Comprehensive Benefits: We offer competitive salaries, health, dental, and vision insurance.

Supportive Culture: Thrive in a dynamic and collaborative work environment where innovation and customer satisfaction are top priorities.

Parental Leave: We offer six weeks of paid parental leave to support new parents.