Customer Onboarding Manager

Customer Onboarding Manager About Weel Weel (Previously DiviPay) is Australia’s #1 virtual corporate card and expense management platform. We’re on a mission to make spend management smarter, simpler, and a little more fun. Our platform gives finance teams real-time visibility and control over company spend - from smart corporate cards to automated accounts payable and effortless expense management - all in one place. We’re growing fast across Australia (and recently launched in New Zealand), helping thousands of organisations, from purpose driven not-for-profits to ambitious mid-market companies, streamline their finances. Along the way, we’re lucky to have partnered with incredible brands like Petbarn, Yo-Chi, OzHarvest, and The Cowboys. Backed by a successful $20M Series A raise, we’re investing heavily in what matters most: strengthening our product and building a team of exceptionally talented people who are passionate about changing the way businesses manage spend. Our impact so far: ⭐ 4.8/5 rating on the Xero App Store 💳 60,000+ active cardholders across Australia (and growing) 🏅 Proud supporter of the Australian team at the 2024 Paris Paralympic Games 🏆 Best Card Provider of the Year – Finder Awards 🚀 Top 10 Tech Innovator – Australian Financial Review 🥇 Platform of the Year, Best for Value, Best for Quality – WeMoney Awards 💰 $1.5B+ in spend managed, powering finance teams across every industry Your impact As a Customer Onboarding Manager at Weel, you’ll guide our new customers through a smooth and successful onboarding experience. You’ll own the implementation process end-to-end, ensuring every customer feels confident, well-informed and supported. You will bring strong technical, project and change management skills, paired with a hyper-organised approach. You’ll create and execute onboarding plans, automating when it makes sense, and continuously improving our processes. This role is highly collaborative, you’ll work closely with Sales, Customer Support, and Engineering to remove blockers and ensure a seamless handover and setup. This customer-facing role is ideal for someone who loves process, problem-solving and turning first impressions into lasting partnerships. We’re scaling quickly, which means there’s plenty of opportunity to shape how we work. If you love building, delivering with impact, and creating standout customer experiences, we’d love to meet you. More on the day-to-day: Own the implementation process for new customers from kickoff through to activation and handoff to Customer Success. Act as the primary point of contact during onboarding, delivering a white-glove experience that builds trust and confidence. Develop tailored implementation plans based on customer goals, use cases, and technical requirements. Coordinate with internal teams (Sales, Product, Engineering, Support) to remove blockers and ensure timely, successful launches. Drive product adoption by guiding customers through setup, configuration, and early usage. Continuously improve onboarding documentation, playbooks, and automation to scale implementation efforts. Provide feedback to Product and Engineering teams based on customer onboarding experiences and feature gaps. Track key onboarding metrics (time-to-value, adoption, activation rate) and report on progress to leadership What does success look like? Achieving 100% implementation within 90 days of sale, ensuring customers reach the seat number committed at close. Here’s what you’ll bring to the role: Experience in customer success onboarding and implementation - preferably in SaaS, fintech or accounting software. Strong client-facing skills with a consultative, solutions-oriented mindset. Excellent project management and organisational skills; you're able to juggle multiple implementations at once. Comfortable with technical tools, APIs, integrations, and data workflows. Empathetic communicator who can simplify concepts for non-technical audiences. Bias toward action and a passion for improving processes and customer experience. Bonus Points: Experience with ERP/Accounting Software Our growing list of Weel perks: With the rapid development of AI, we have invested heavily in experimentation to find what tools work for us. Every individual is provided subscriptions to leading agentic coding agents and is encouraged to try new tools regularly. 🎂Birthday leave and a budget to celebrate you! 🎉 Team events and bonding budgets 👶 We offer a progressive parental leave policy 🧘🏻‍♀️Wellness leave (no need to throw a “sickie” - your mental well-being is just as important as your physical health) 🪴Study leave, a professional training budget and limitless career-growth opportunities ❤️‍🩹 Access to our Uprise Employee Assistance Program 🐶 Pet-friendly offices 🌞 Summer Fridays We operate in a hybrid environment, with three days per week based in our central Sydney CBD office. From bottomless mugs of free coffee and puppy picnics to regular social and recreational events, there’s something for everyone. We offer plenty of flexibility to support a healthy work-life balance. We're better together At Weel, we’re committed to fostering a genuinely inclusive and equitable workplace that promotes and values diversity: a place where everyone can bring their authentic, whole selves to work. We celebrate uniqueness and diversity of experiences because we know that bringing together different points of view is our strength. If you don't think you meet all the requirements of the role, we would still love to hear from you! Department Customer Success Locations Sydney Remote status Hybrid