Head of Onboarding - Customer Onboarding

About the role

Customs4trade (C4T) is looking for an experienced Head of Onboarding to lead its growing Customer Onboarding & Implementation Services team. The company partners with Fortune 500 companies to streamline global trade operations, and the Head of Onboarding will own the strategy, structure and performance of how enterprise customers are brought live on CAS, while still running select implementations personally.

Key responsibilities

• Lead and grow the Onboarding & Implementation Services team, setting direction, priorities and delivery standards.
• Personally lead key implementation projects from scoping through go-live, staying close to the customer and the work.
• Own delivery performance: timelines, customer satisfaction and outcomes.
• Drive core KPIs, including Time to First Value for new customers and resource utilisation.
• Act as escalation point for at-risk projects, internally and externally, and step in to get them back on track.
• Engage senior executives at the largest accounts as a strategic partner.
• Partner with Sales during pre-sales to ensure deals are scoped realistically and ready for a smooth handover.
• Plan team capacity, balancing hiring, workload and project pipeline as the team scales.
• Report team performance and KPIs to leadership, and liaise with Product so customer feedback shapes the roadmap.
• Drive continuous improvement by refining processes and templates.

Required profile

• 7+ years of SaaS delivery experience, including managing projects directly.
• Proven experience leading a team of project managers or consultants, ideally in a B2B SaaS environment.
• Comfortable balancing hands-on delivery with team leadership.
• Strong escalation and stakeholder management, internal and with customers.
• Fluent written and spoken English; able to work independently as a trusted senior voice.
• Enthusiasm for logistics and customs, or the curiosity to become an expert.

What we offer

• A hybrid working model with part-time remote work.
• A mobility budget for hybrid or fully electric vehicles.
• A modern office near Mechelen train station.