Regional Lead, Client Implementation

About this role

The role is for a Regional Lead of Client Implementation in Rivers, responsible for building and leading a regional team that activates and onboard customers to Moniebook. The job focuses on managing onboarding at scale, ensuring customers are trained, activated, and transitioned to long-term users, while coordinating with Sales, Product and Account Management. Success is measured by activation rates, time-to-value, CSAT, retention, and smooth handoffs within the region. The employer provides a global payments and banking platform and seeks to improve onboarding efficiency and customer outcomes. The position requires leadership, cross-functional collaboration, and data-driven process improvement at scale.

What you would do

• Recruit and onboard a regional team of Implementation Agents.
• Set and monitor performance goals for activation, adoption, and churn reduction.
• Conduct regular 1:1s and performance reviews; identify skill gaps and create development plans.
• Design scalable onboarding frameworks and define milestones and quality standards.
• Escalate and resolve complex onboarding issues, coordinating with Product, Engineering and Support.
• Collaborate with Sales to ensure proper handoffs and set expectations before onboarding.
• Work with Account Managers to refine handoffs for long-term retention.
• Partner with Product to surface customer pain points and blockers.
• Track and analyse onboarding metrics and produce regional reports for leadership.
• Drive process improvements and adoption of new tools or methodologies.

What they are asking for

• Bachelor’s Degree in Business, Technology, Operations or related field (or equivalent experience).
• 4–6 years in customer onboarding, customer success or implementation roles.
• 2–3 years in a team lead or people management role.
• Proven track record in leading onboarding or CS teams to hit activation, adoption and retention targets.
• Strong people leadership, communication and stakeholder management skills.
• Excellent analytical skills and ability to interpret health data and performance metrics.
• Highly organised with ability to manage multiple priorities and escalations.
• Preferred qualifications include experience building onboarding teams in high-growth tech, exposure to retail operations or fintech, and familiarity with training design or knowledge management.
• About you emphasizes leadership, strategic execution, data literacy, collaboration across functions, and customer obsession at scale.

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