Role- Onboarding Lead – Customer Success

Location: India – Remote

Shift: 6:30 PM – 3:30 AM IST

Department: Customer Success

Key Responsibilities:

- Lead and coach a team of Customer Success Executives in India, setting clear goals, reviewing performance, and helping them grow.
- Own project management for onboarding — building and maintaining timelines, tracking milestones, flagging risks early, and keeping every customer's onboarding plan on track.
- Partner with the US Onboarding leader on process, tooling, and reporting so the India team runs in lockstep with the broader onboarding org.
- Champion the customer — get ahead of blockers, resolve issues quickly, and make sure every customer feels supported from Day One.
- Become a product and workflow expert — develop deep expertise in Lumber's platform and customer workflows so you can coach the team, troubleshoot complex onboarding challenges,



and help customers successfully adopt the product.
- Build repeatable playbooks — turn what works into documented processes the team (and future hires) can rely on.
- Report on onboarding health — track KPIs like time-to-value, onboarding completion rate, and customer satisfaction, and share clear updates with US leadership.

Must-Haves:

- 5+ years in Customer Onboarding, Implementation, or Customer Success.
- Strong US customer-facing experience.
- Excellent project management and stakeholder management skills.
- Strong communication, ownership, and customer-first mindset.
- Comfortable working US hours/night shift.

Positive to Have:

- People/team management experience.
- Construction, payroll, HR tech, or workforce management experience.
- US payroll knowledge.

📌 Onboarding Lead – Customer Success (India)
🏢 engineersmind
📍 India