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Onboarding Lead

Carta· Carta Law
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Hybrid (London)full-timePosted 4w ago

About the role

Onboarding Lead responsible for the end-to-end onboarding journey from signed contract to CSM handoff, owning client experience during implementation, coordinating cross-functional teams, and driving time-to-revenue and CSAT improvements.

Responsibilities

  • Own the onboarding journey from signed contract through to Customer Success Manager (CSM) handoff — acting as the single accountable point for client experience during implementation.
  • Project-manage each implementation: define timelines, set milestones, coordinate internal teams, and keep every onboarding on track.
  • Act as the primary client contact throughout onboarding — resolving questions quickly, maintaining momentum, and building trust from day one.
  • Collaborate with Account Executives at handoff to fully understand client expectations, commitments made during the sales process, and any pricing adjustments needed.
  • Identify and escalate blockers early, before they affect client sentiment or timelines — proactively managing risk across your onboarding portfolio.
  • Conduct formal, structured handoffs to the CSM team — delivering a complete account brief covering client goals, relationship context, risks, and commercial details.
  • Track and report on time-to-revenue, milestone completion rate, and CSAT throughout each onboarding — using data to continuously improve the process.
  • Contribute to playbook development, sharing learnings that raise the bar for onboarding across the team.

Qualifications

  • 3+ years of experience in client onboarding, implementation, or project management within SaaS, professional services, or a related field.
  • Full ownership mindset. You're comfortable being the single point of accountability during onboarding — and you take that responsibility seriously.
  • Strong client communication skills. You communicate proactively, set clear expectations, and handle difficult conversations with professionalism and warmth.
  • Exceptional project management skills. You track multiple onboardings simultaneously without losing detail, and you use structure to create clarity for clients and internal teams alike.
  • Collaborative approach. You work naturally across AE, legal delivery, and CSM teams — marshalling internal resources to remove blockers and keep onboardings moving.
  • Commercial awareness. You understand the link between a smooth onboarding and long-term client retention and revenue.
  • High adaptability. You adapt your approach to the client's context while keeping the process consistent.
  • Data-driven approach. You track what matters — time-to-revenue, CSAT, milestone completion — and use those signals to improve your process.
  • Prior experience in legal services or private markets is a significant advantage.

Skills

Required:Onboarding managementCommunicationProject management

Benefits

  • market competitive salary
  • equity for all full time roles
  • exceptional benefits
  • commissions plans (for applicable roles)
Last updated Sep 23, 2026. Interested? Apply on the company site.
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