Founding Onboarding & CS Lead

In this role, you'll own Cashboard’s onboarding and CS functions, and will be responsible for the end-to-end experience of bringing new clients from signed contract through to post go-live.

You’ll ensure that customers reach activation quickly and successfully; that customer support requests are actioned in a timely manner; and that customers feel prioritized and valued by the Cashboard team.

You’ll own our onboarding playbook, you’ll build additional onboarding and CS processes from scratch, and you’ll use workflow tools plus AI tools to automate as much of our onboarding & CS work as possible.

You’ll report to Julian (Cashboard’s founder).

What You'll Do:

• Own the full client onboarding lifecycle, from kickoff call through post go-live, while ensuring every client has a smooth, well-managed, and confidence-inspiring experience

• Run structured project management across multiple simultaneous onboardings. You’ll be responsible for stakeholder communication, managing timelines, tracking milestones, managing dependencies, and proactively surfacing risks before they become problems

• Strive to ensure successful onboarding outcomes: making clients feel truly activated on the Cashboard platform and creating “aha” moments along the way

• Serve as the primary point of contact for new clients during the onboarding period, building trusted relationships with our clients and key contact points: often CFOs and high-level finance executives

• Become an expert in the Cashboard platform

• Work in close partnership with product and engineering on a daily basis - looping them in on client needs, flagging blockers early, and collaborating on finding solutions

• You’ll report into our founder, and you’ll work directly with him to evolve and mature our onboarding and CS function

• Own and continuously improve our onboarding playbooks, timelines, templates, and documentation so we can scale implementations without sacrificing quality

• Own Customer Success in addition to onboarding in the near term, acting as the ongoing relationship owner post-go-live. We expect to hire and build out a dedicated CS team as the company scales (and that function may wind up reporting into you).

What We're Looking For:

Must-haves:

• 3-6 years of experience in client onboarding, implementation, or customer success in a startup environment

• Good at managing complex projects, being self-solving and a proactive communicator, excellent at building and maintaining relationships, and having an ownership mentality while navigating ambiguity

• Excellent written and verbal communication skills, especially when explaining complex topics to non-specialist audiences

• Detail-oriented, organized, and accountable: you overcommunicate and overdeliver

• Comfort using Excel

• Technical + operational thinker: you enjoy diagnosing workflow/data/integration issues and coordinating the work to fix them (no need to be an engineer)

• Having agency: being able to recognise a 1 way door vs a 2 way door and running through the 2 way door without waiting for permission

Nice-to-haves:

• Knowledge of SQL

• Experience working with FP&A or Finance orgs

• Experience using vibecoding tools to automate your own work