Overview
At Lupa, we're hiring for a Lead Customer Onboarding Manager to help build out a brand-new Customer Success presence across Latin America. This is a rare ground-floor opportunity to be one of the first regional hires for a fast-growing, global SaaS company in the fintech space—and to shape how customers are brought on board across the Americas.
You'll lead, mentor, and grow a Customer Onboarding team while staying close to the company's largest, most strategic clients. For the right person, this role carries real upward momentum: there's a clear path to becoming the lead onboarding manager for the region as the team scales.
If you love being embedded with enterprise customers, thrive in a high-growth scale-up, and want to help put Latin American talent at the center of a world-class customer success organization, this one is for you.
What You'll Do
Team Leadership & Development
Lead, coach, and develop a team of Customer Onboarding Managers
Set clear performance expectations, KPIs, and onboarding standards
Run regular performance reviews, mentoring, and career development planning
Support hiring, onboarding, and enablement of new team members
Foster a culture of accountability, ownership, and customer-first thinking
Escalation & Delivery Oversight
Act as the primary escalation point for complex, high-risk implementations
Provide strategic guidance on solution design, configuration, and rollout approach
Proactively identify risks across active implementations and intervene as needed
Ensure consistent, high-quality execution across all onboarding engagements
Operational Excellence & Scale
Design and continuously refine onboarding frameworks, playbooks, and governance models
Establish clear onboarding metrics (time-to-go-live, adoption, customer satisfaction, implementation quality)
Improve processes to support global scale and operational efficiency
Identify opportunities for automation and improved tooling
Cross-Functional Leadership
Partner with Product and Technology teams to surface implementation insights and recurring challenges
Align with Customer Success, Sales, and Support teams to ensure seamless customer handovers
Contribute to strategic decisions that enhance the end-to-end customer journey
Executive Stakeholder Management
Build strong relationships with senior customer stakeholders
Provide executive-level updates during complex or strategic implementations
Ensure customers achieve measurable business outcomes aligned to their goals
Who You Are
Must-haves
2+ years of experience leading an implementation or onboarding team
Background in SaaS and comfort with technical products
Proven ability to manage escalations and navigate complex stakeholder environments
Strong operational mindset with experience building scalable processes
Exceptional leadership, communication, and stakeholder management skills
Experience thriving in a fast-paced startup or scale-up environment
High levels of ownership, intrapreneurship, and proactiveness
Excellent, near-native English — verbal comprehension is critical in this customer-facing role (ideally educated at an American/British school or studied abroad)
A strong collaborator who embraces growth, hands-on execution, and adaptability
Nice-to-haves
Experience with financial software or fintech products
Comfort working with controllers, AP managers, and accountants—and speaking their language
Hands-on experience with enterprise customers and larger, more embedded accounts
Prior leadership experience (a plus, with clear potential to grow into a regional lead role)
What's In It For You
Compensation: Competitive monthly salary in the range of USD $5,000–$6,500/month, with flexibility for exceptional candidates.
Engagement model: Hired via an Employer of Record (EOR). Colombia and Mexico preferred.
Flexibility: Remote, hybrid, and flexible working options available
Schedule & time zone: Expected to align with Americas business hours.
Global team: Join a company growing across APAC, NA, and EMEA, with teammates all over the world
Growth: A genuine rocketship—huge opportunities to take on scope, including a path to a regional lead role
Culture: The team genuinely loves working here, with an eNPS of 78 (anything above 50 is considered world-class)
Application
Ready to help build something from the ground up? At Lupa, we partner with high-growth global companies to place the best customer success talent across Latin America—and we'd love to learn more about you.
Apply now and a Lupa recruiter will be in touch for a quick intro conversation. We interview every candidate we present, so you'll get clear, honest guidance throughout the process.