Team Lead Customer Onboarding

Your mission Great that you came across our job posting - we are SIDES - the right choice if you are looking for a motivated and inspiring work environment!! For our Customer Success team, we are looking for a dedicated leader to strategically develop and drive the onboarding process for our new customers. Your responsibilities Team leadership & development Management, coaching, and further development of an onboarding team (approx. 5–8 colleagues) Conducting target agreement discussions and performance reviews Onboarding strategy Further development and optimization of standardized onboarding processes and best practices Introduction of new tools and automation solutions to increase efficiency Project and stakeholder management Close coordination with Sales, Product Management, and Tech Customer communication & escalation management Establishment of a proactive, solution-oriented escalation process Ensuring an outstanding customer experience during the implementation phase Reporting & KPIs Definition, monitoring, and reporting of relevant metrics (Time-to-Value, Churn risk, NPS in onboarding) Derivation of data-driven optimization measures Identify, prioritize, and help develop AI use cases that boost efficiency across internal teams. Maintain and enhance AI-driven automations, such as: Automated ticket classification & routing AI-based CRM data cleaning Automated report generation Contract data extraction & validation Forecasting, anomaly detection & alerts Support the development of an internal AI Enablement Framework. Your profile What you add to our team: Must haves: Several years of professional experience in Customer Onboarding, Customer Success, or comparable roles, ideally in a SaaS company Must haves: Initial leadership experience (team size: 5+ employees) Must haves: High affinity for process optimization and automation (e.g., Zapier, HubSpot Workflows) Nice to have: Experience with process automation or AI tools (Zapier, HubSpot Workflows, GPT-based automations) Nice to have: Strong project management skills and experience with tools like Jira, Asana, or Monday.com Perks & Benefits What you can expect from us: A recipe for success: We turned 10 years old this year and are known as specialists in the gastronomy/delivery industry. With SIDES, you represent a leading player in this field. Add ownership: We offer you the opportunity to shape your talent and your ideas. You have freedom and responsibility in your daily work within your team. High-quality work equipment: You will receive first-class equipment to successfully carry out your work. In the office, modern devices and plenty of space for pleasant interactions with the SIDES team await you. Hungry for growth: Personal growth and continuous learning are our top priorities. We conduct regular