Team Lead – Implementation

The role, in one line

You will lead a team of about 10 Implementation Managers hands-on, coaching them to give customers a smooth onboarding, grow their use of Payhawk and keep them satisfied and retained.

What you will own

Team leadership and development

• Lead, mentor and coach a global team of 5–10 Implementation Managers to hit their individual and team goals.
• Embody the company's IM vision and build a revenue ownership mindset within the IM team.
• Run regular 1:1s and performance reviews, and give constructive feedback that helps the team develop and succeed.
• Support the hiring, onboarding and training of new team members so they have what they need to do well in their roles.
• Build a collaborative, high-performing culture across the global IM team, focused on continuous learning, accountability and the customer.

Operational supervision and support

• Oversee the IM team's day-to-day operations, making sure SLAs, customer satisfaction and onboarding timelines are consistently met.
• Help the IM team analyze their customer portfolio data and draw clear conclusions, such as performance trends and the root causes of under- or over-performance, then turn those findings into strategic action plans.
• Keep real-time visibility of the team's full case portfolio, including status, next steps and risks across Activation, Adoption and Retention.
• Be the first point of escalation for customer issues, giving guidance and support to resolve complex implementation challenges.
• Lead as a player-coach. Set the example and coach team members through live cases. Be a subject matter expert on Payhawk's platform and share your technical and project management expertise with the team and with customers when needed.

Process optimization and tactical improvements

• Find ways to improve existing onboarding and implementation processes so they stay efficient and scale as the company grows.
• Work with the Director of Implementation Management to put new frameworks and strategies into practice at the tactical level.
• Gather and analyze team performance metrics and customer outcomes to spot trends, close gaps and make improvements.

Customer Success collaboration

• Partner with cross-functional teams such as Sales, Product and other Customer Success teams to stay aligned and deliver the most value to customers.
• Help the IM team match customer setups to each customer's business needs to drive product adoption and retention.
• Contribute to the tactical execution of the broader Customer Success strategy, with a focus on customer satisfaction, revenue growth and long-term retention.

What you will need

Must-have

• 3+ years in Customer Success, Project Management or Onboarding/Implementation roles.
• Strong leadership and coaching skills to develop a high-performing team.
• Strong project management skills, with the ability to prioritize and manage several tasks at once.
• Strong problem-solving and conflict resolution skills, including handling escalations.
• Clear verbal and written communication, with the ability to explain complex concepts simply.
• Data and analytical thinking, so you can gather and interpret data to improve team performance.
• Comfort with technology and the ability to pick up new tools and platforms quickly.
• Strong organization and attention to detail.
• Adaptability in a fast-paced, high-growth environment.
• A customer focus, with a passion for delivering value and building strong relationships.
• Willingness to travel once a quarter.

Nice-to-have

• Experience in SaaS.

What you will get

• Recharge properly — 30 days of paid holiday
• Change the view — a week-long exchange to London, Amsterdam, Paris, Munich, Vilnius, Berlin, Sofia, or Barcelona
• Win together, celebrate together — regular team-wide events that are actually worth showing up to
• Covered, properly — additional medical care
• Stay in the game — a sports card, fully funded, for the gym, classes, or your sport of choice
• Commute easily — a monthly travel allowance that covers getting to and from the office
• Use what you build — hands-on access to the actual product you're hiring people to help build

Payhawk is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.