Regional Lead, Client Implementation

About this role

The role is for a Regional Lead of Client Implementation in Rivers, overseeing a regional team responsible for onboarding and enabling Moniebook customers. It sits at the intersection of people leadership, operations, and customer success, driving scalable onboarding, training, and handoffs to ensure high activation and long-term usage. The employer provides a global payments and banking platform and operates Moniebook, aiming to support merchants from onboarding through ongoing use. Success is measured by activation, time-to-value, CSAT, retention, and effective regional handoffs. The position reports into the operations leadership and requires managing cross-functional collaboration with Sales, Product, and Account Management.

What you would do

• Recruit, onboard, coach and retain a regional team of Implementation Agents.
• Set and monitor performance goals for activation, time-to-value, feature adoption, CSAT, and churn reduction.
• Design scalable onboarding frameworks and manage onboarding timelines and milestones.
• Escalate and resolve complex onboarding issues with Product, Engineering, and Support.
• Partner with Sales to ensure smooth pre-to-post sale handoffs and align expectations.
• Collaborate with Account Management to refine handoffs for long-term retention.
• Work with Product to surface customer pain points and adoption blockers.
• Track and analyse onboarding metrics and report regional health and risks to leadership.
• Drive process improvements and adoption of new tools or methodologies.
• Champion regional onboarding initiatives and improvements to reach high activation targets.

What they are asking for

• 4–6 years in onboarding, customer success, or implementation roles with 2–3 years in a leadership capacity.
• Experience leading onboarding or CS teams to achieve activation, adoption and retention targets, ideally in SaaS, fintech, or retail tech.
• Bachelor's degree in Business, Technology, Operations, or related field (or equivalent experience).
• Strong leadership, communication, and stakeholder management skills.
• Ability to work in fast-paced, ambiguous environments and manage multiple priorities.

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