Lead Client Success Engineer

As a Lead Client Success Engineer , you will be responsible for onboarding suppliers to the client’s product management platform and enabling their long-term success. This role combines technical delivery oversight, team leadership, and cross-functional collaboration. You will drive the execution and continuous improvement of onboarding processes while guiding your team to deliver an exceptional client experience. As a key advocate for both your team and clients, you will champion scalable practices, foster strong relationships, and ensure consistent performance and accountability throughout the onboarding lifecycle.

Responsibilities

Lead, coach, and develop a high-performing team of Client Success Engineers (CSEs) responsible for onboarding and supporting suppliers on the client’s platform.

Oversee end-to-end onboarding execution, ensuring clean data intake, accurate configuration, and timely launch of supplier integrations.

Maintain high-quality standards by enforcing consistent processes, identifying potential blockers early, and ensuring proper resolution and escalation.

Build client trust through clear, proactive communication and serve as an escalation point for key onboarding or technical issues.

Partner cross-functionally with Product, Support, Engineering, and Delivery teams to improve workflows, resolve platform issues, and advocate for supplier needs.

Ensure the CSE team has the necessary training, tools, and resources to execute effectively and grow their technical capabilities.

Use onboarding metrics and operational data to drive continuous improvement in process efficiency, supplier satisfaction, and team performance.

Monitor team performance, ensuring accountability for deliverables, timelines, and quality standards.

Foster a culture of collaboration, client advocacy, and solution-oriented thinking. Contribute to process documentation and global alignment to support consistent, scalable onboarding across teams.

Qualifications

Minimum Qualifications

5+ years of client-facing experience in onboarding, implementation, or customer success, ideally within a SaaS or e-commerce environment.

2+ years of experience managing or mentoring team members.

Proven ability to drive team performance, manage change, and scale delivery in a fast-paced environment.

Strong understanding of technical onboarding workflows and experience leading client communications.

Excellent organizational skills and attention to detail, with the ability to manage multiple onboarding efforts simultaneously.

Proactive problem solver with strong decision-making skills and a client-centric mindset.

Effective communicator across phone, video, and written channels.

Proficiency in Microsoft Excel and comfort working with structured data.

Preferred Qualifications

Bachelor’s degree in a related field.

Experience with Salesforce or similar CRM and ticketing platforms.

Familiarity with product data management, e-commerce ecosystems, or technical onboarding processes

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