Merchant Onboarding Team Lead (SaaS, US)

Loop Subscriptions
Gurugram, Haryana, India

About the role

You will own merchant onboarding at Loop from sales handoff to Success handover, across three regions. You will lead a team of Onboarding Specialists, set the operating standard for every onboarding, and be accountable for time to go live, onboarding quality, and early churn. This role is about building a predictable onboarding engine that scales with our growth. It is not about running onboardings yourself.

What you will own

Onboarding Delivery and Governance

  • Own end to end onboarding performance: kickoff SLAs, milestone adherence, and go live dates across the full merchant portfolio.
  • Set the standards for kickoff, weekly touchpoints, configuration, migration validation and handover, and audit adherence.
  • Step in personally on strategic, high value or at risk merchants.

Cross Functional Partnership

  • Act as the primary escalation point for Sales, Implementation Engineering, Migration, Product and Success.
  • Improve the sales to onboarding handoff so merchants are scoped correctly before kickoff.
  • Agree SLAs and escalation paths with Implementation Engineering and Migration, and hold all sides to them.
  • Turn recurring merchant feedback into prioritised product inputs and track them to resolution.

Process, Tooling and Reporting

  • Own onboarding playbooks, templates and documentation standards.
  • Keep Salesforce, Sheets and internal dashboards accurate, and remove manual tracking wherever possible.
  • Report weekly and monthly on onboarding health to leadership, with risks and corrective actions.
  • Identify bottlenecks using data and redesign the process to remove them.

Merchant Experience and Retention

  • Own the merchant experience during onboarding, including handling of delays, product gaps and escalations.
  • Drive down churn during onboarding and in the first 30 days post handover.
  • Ensure every handover to Success is complete, documented and accepted by the Success team.

Team Leadership and Capacity

  • Lead, coach and grow a team of Onboarding Specialists across regions
  • Plan capacity and allocate merchants by region, complexity and specialist bandwidth.
  • Hire, onboard and ramp new specialists. Set clear performance goals and run regular 1:1s and reviews.

What we are looking for

  • 7+ years in customer onboarding, implementation or customer success at a B2B SaaS company, with 3+ years managing teams of 10 or more.
  • Experience leading distributed teams across multiple regions and time zones.
  • Strong track record of running onboarding at scale with measurable improvement in time to value and early retention.
  • Comfort with technical setups: integrations, data migration, configuration. You do not need to code, but you need to hold your own with engineers.
  • Hands on with Salesforce and dashboarding; data driven in how you run the team.
  • Calm, clear communicator in escalations with merchants and senior internal stakeholders.

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Questions about this job

How do I apply for the Merchant Onboarding Team Lead (SaaS, US) job at Loop Subscriptions?

Use the apply link on this page: you apply directly with Loop Subscriptions on LinkedIn. Before you do, score your resume against this job description on Fitboard. It shows which skills and keywords the job asks for that your resume doesn't show, so you can fix them first.

What skills does Loop Subscriptions want for this Merchant Onboarding Team Lead (SaaS, US) role?

The job description asks for customer onboarding, implementation, customer success, B2B SaaS, Salesforce, data migration and configuration. Make sure your resume shows the ones you have, in the words the job uses: applicant tracking systems look for them.

How can I get a job at Loop Subscriptions?

Apply to the Loop Subscriptions roles that match your experience, and tailor your resume to each job description: for this role that means showing customer onboarding, implementation, customer success. A resume that matches the job's own keywords is more likely to get past screening. Fitboard scores your resume against this exact job for free.

Is this Merchant Onboarding Team Lead (SaaS, US) job remote or onsite?

This is based in Gurugram, Haryana.

Is it free to apply? Does Fitboard charge anything?

Applying is free: you apply directly with Loop Subscriptions, and this job page and its apply link cost nothing. Checking your resume against this job is free too, with 3 free scans when you sign in and no credit card needed.

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