Customer Onboarding Team Lead - Remote

2d2 days ago

TripleTen

Boston, US · Full-time · $95,000 – $135,000

About this role

At TripleTen, we help people from diverse backgrounds build sustainable careers in tech through digital re-skilling programs. Our graduates have secured roles at Tesla, Spotify, PlayStation, Google, and Microsoft. We are seeking an experienced Customer Onboarding Team Lead to own the onboarding experience and early student success for the US market.

This role drives key business outcomes during the first stages of the student journey, with a primary focus on activation, engagement, and reducing refund requests. You will lead Learning Coaches, optimize onboarding processes, and partner cross-functionally to ensure students transition successfully from enrollment to active learning.

You will lead three onboarding teams totaling 35 people, ensuring strong performance and alignment with business goals. The position requires close collaboration with Product, Sales, Retention, Finance, and Student Success teams in a culture built on speed, accountability, and impact with minimal bureaucracy.

Success is measured by improved activation rates, reduced refunds, increased early retention, and a scalable onboarding function. The role offers transparent KPIs, fast feedback loops, and full ownership of your domain within a mission-driven company helping thousands transform their careers.

Requirements

5+ years of experience in onboarding, customer success, retention or operations, including leadership experience managing large teams.
Proven track record of improving KPIs such as activation, engagement, retention, churn reduction, and customer satisfaction.
Strong people management skills with experience leading, coaching, and scaling high-performing teams (30+ people preferred).
Data-driven mindset with the ability to analyze funnels, identify trends, and make operational decisions based on performance metrics.
Experience building and optimizing onboarding processes, workflows, reporting systems, and scalable operational frameworks.
Strong cross-functional collaboration skills with experience working closely with Product, Sales, Retention, Finance, and other stakeholders.
Excellent communication, problem-solving, and stakeholder management skills, with the ability to manage escalations and drive continuous improvement.

Responsibilities

Own and improve onboarding KPIs including student activation, engagement, retention, refund reduction, and time-to-activation.
Lead and manage three onboarding teams totaling 35 people, ensuring strong performance, accountability, and alignment with business goals.
Analyze onboarding funnel performance, identify friction points, and implement data-driven initiatives to improve student outcomes and reduce churn.
Manage hiring, onboarding, performance reviews, and team development while building a high-performance, student-focused culture.
Design and optimize onboarding journeys, engagement strategies, and proactive re-engagement programs for at-risk students.
Improve operational processes, reporting frameworks, workload management, and effective use of tools like Planhat and Notion.
Partner cross-functionally with Product, Sales, Retention, Finance, and Student Success teams to improve activation and retention.

Benefits

Transparent KPIs, fast feedback loops, and full ownership of your domain.
A supportive, mission-driven company helping thousands of people transform their careers.
A culture built on speed, accountability, and impact — no bureaucracy, just results.
Fully remote collaboration with professional freedom and minimal micromanagement.
Join a diverse, global team with experience across tech, ed-tech, and various industries.