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Manager, Digital Scaled Onboarding
Full-time
We’re Tech Mahindra, a multinational Technology Company with 30 years of experience and with more than 141.000 associate providing Information Technology and Business Process Outsourcing Services.
We’re looking for a
Manager, Digital Scaled Onboarding
to join our Customer Experience organization with client. In this role, you’ll lead a Lisbon-based team of digital-first Onboarding Managers responsible for helping high volumes of customers successfully implement, adopt, and begin realizing value from client.
To put things into context
In this role, you can expect to work on priorities such as:
● moving customers from purchase to activation faster
● increasing digital onboarding completion and engagement
● reducing manual steps and unnecessary customer meetings
● improving customer education and self-service during onboarding
● identifying stalled or at-risk onboarding customers earlier
● improving the consistency and quality of onboarding delivery
● creating stronger onboarding segmentation and engagement paths
● improving Sales-to-Onboarding and Onboarding-to-Customer-Success handoffs
● introducing AI and automation into onboarding workflows
● increasing the capacity of each Onboarding Manager without reducing customer outcomes
● building a scalable onboarding center of excellence in Lisbon
● improving the measurement of onboarding success, customer effort, and time-to-value
You can expect to work across a technology environment that includes CRM, customer success platforms, onboarding tools, learning platforms, support systems, product analytics, workflow automation, AI solutions, and business intelligence tools .
What you bring
You’ll thrive in this role if you have:
●
5+ years of experience
in Customer Onboarding, Customer Success, Implementation, Customer Experience, or a related customer-facing function.
●
2+ years of people-management experience
, ideally leading onboarding, implementation, Customer Success, or digitally enabled customer teams.
●
Experience building or managing scaled onboarding models
that combine digital engagement with targeted human support.
●
Strong SaaS or technology experience
with an understanding of subscription customer journeys, product adoption, retention, and customer value.
●
Experience leading high-volume customer portfolios
where prioritization, segmentation, automation, and operational discipline are essential.
● A strong understanding of time-to-value, activation, adoption, and onboarding completion metrics .
●
Experience designing digital customer journeys
using automated outreach, webinars, self-service content, lifecycle triggers, or in-product education.
●
Strong people-leadership and coaching skills
with a track record of improving individual and team performance.
●
Experience using customer data and behavioral signals
to identify risk, prioritize engagement, and improve onboarding outcomes.
●
Strong process-improvement capability
with the ability to identify friction, simplify workflows, and build scalable operating practices.
●
Strong customer communication skills
with the ability to coach others on clear, confident, and outcome-focused customer engagement.
●
Strong cross-functional leadership skills
and the ability to align Sales, Customer Success, Support, Product, and Operations around customer outcomes
●
Commercial and retention awareness
, with an understanding of how failed or delayed onboarding affects adoption, customer health, revenue, and churn
●
Comfort operating in a fast-paced growth environment
where priorities evolve and leaders are expected to move between strategy and execution
●
Strong analytical and reporting skills
with the ability to translate onboarding data into decisions, actions, and leadership updates.
Nice to have
● Experience in fintech, payments, spend management, financial technology, or B2B SaaS
● Experience building or scaling a customer onboarding hub in Lisbon
● Exposure to AI-powered onboarding, conversational AI, automated customer guidance, or predictive customer health solutions
● Experience with product-led onboarding and digital adoption platforms
● Familiarity with customer education, learning management systems, webinars, and digital content programs
● Experience managing multilingual or multi-market customer onboarding
● Knowledge of finance workflows, accounting processes, ERP integrations, or expense management
● Experience supporting both small-business and mid-market customer segments
Our offer
Meal allowance (9,13€ per day worked, in meal card)
Healthcare and Dental Insurance (since day one)
Our cultural values are Driving positive Change, Celebrating each moment and Empowering all to rise.
Curious? send us your resume!
Regardless of whether you are a career changer * or an IT expert *: Apply now with your résumé and become part of the Tech Mahindra family - we look forward to seeing you!
