Job Overview:

Crowded is hiring a Head of Onboarding to lead the strategy, processes, and team responsible for helping our customers get up and running successfully. In this role, you will build and manage a growing onboarding function, create structured onboarding plans, define success metrics, and ensure every customer, whether a national nonprofit or a local sports club, has a clear, supported path to adoption.

You will report directly to the Director of Customer Success and collaborate across Sales, Product, and Marketing to improve the customer experience from day one. If you are a strong communicator, organized operator, and passionate about customer education and scalable onboarding, we want to hear from you.

Key Responsibilities:

Strategic Leadership and Program Design

• Own the full onboarding lifecycle, from process design through execution, for a wide range of customers including national associations, multi-chapter organizations, youth sports clubs, and camps
• Develop tailored onboarding plans aligned to customer segments, goals, and platform needs
• Define and implement Mutual Success Plans that outline onboarding milestones, usage goals, and volume targets
• Establish and track key onboarding success metrics such as time to first transaction, subaccount activation rate, and onboarding completion, using tools like Salesforce

Customer Education and Enablement

• Build scalable onboarding materials including walkthroughs, recorded training videos, FAQs, and in-app guidance
• Lead onboarding webinars and customer training sessions to ensure clear understanding of platform features
• Partner with Product, Marketing, and Design teams to keep onboarding content accurate and aligned with product updates
• Serve as a trusted expert to customers, guiding both technical and non-technical users through early adoption

Team Building and Coaching

• Hire, manage, and mentor a team of Onboarding Specialists and Coordinators
• Create team playbooks, internal service level agreements, and workflows for different customer types including volume commitment accounts and free-tier users
• Foster a culture of accountability, coaching, and continuous improvement within the onboarding team

Cross Functional Collaboration

• Partner with Sales to ensure smooth warm handoffs and alignment on customer expectations
• Collaborate with Customer Success to set accounts up for successful expansion following onboarding
• Share onboarding insights and product feedback with Engineering to improve platform usability
• Work with RevOps to maintain accurate tracking of onboarding status and timelines in Salesforce

Requirements:

Need to Have

• 5 or more years of experience in onboarding, customer success, implementation, or a related function within SaaS, payments, or fintech
• Proven ability to design and execute onboarding programs, define customer success metrics, and deliver structured onboarding plans
• Strong understanding of customer education and enablement strategies, including experience creating training materials and hosting webinars
• Revenue-driven mindset with the ability to balance customer needs with business outcomes
• Experience managing and developing team members, including building playbooks and operational workflows
• Excellent organizational and project management skills, with the ability to manage multiple onboarding timelines simultaneously
• Clear and confident communicator, capable of guiding both technical and non-technical audiences
• Familiarity with Salesforce, Google Sheets or Excel, and data analysis tools
• Experience working cross-functionally with Sales, Product, Engineering, and Marketing teams to improve onboarding outcomes
• Ability to identify opportunities for process improvement and scale onboarding through documentation, tooling, and automation

Nice to Have

• Experience onboarding multi EIN or multi chapter organizations
• Background in nonprofit operations, youth programming, or community based financial systems
• Experience onboarding loosely managed or volunteer led teams
• Comfort leading live training sessions, webinars, or customer demos
• Familiarity with customer support or communication tools such as Intercom or Zendesk
• Experience surfacing expansion opportunities during or after onboarding in collaboration with Sales or Customer Success

Why Join Us?

💰 Competitive base salary commensurate with experience, and generous commission package

✨ Hybrid work

🏝 Generous vacation policy, 401(k) and health insurance policies + perks

🏔️ A challenge and an opportunity to build something new every day with an awesome team.

About Us

Crowded is a financial management platform that aims to simplify finances for nonprofit organizations. Our embedded finance stack allows nonprofits to process payments, store money safely, spend transparently & comply with IRS regulations in an all-in-one platform.

We believe that nonprofits deserve modern banking tools that meet their needs which is why we’re building a range of flexible and affordable financial solutions designed specifically for nonprofits. We offer customizable account structures and online banking services to make managing finances easy and stress-free for nonprofits.

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Crowded Technologies Inc. is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.