Customer Onboarding Lead Southern Europe

France, Île-de-France, Paris
DESCRIPTION
**Your purpose**:
You will lead the Customer Onboarding Managers for Southern Europe, ensuring high performance, a consistent and high-quality onboarding experience for customers, and continuous process improvement. This role combines team management, operational oversight, and strategic contribution.
**Your team**:
You will join our Customer Experience team, a passionate group committed to providing the best service to our customers. Reporting to the SVP Customer Experience, you will work closely with the CX leads, Product and Operations teams.
**What you will do**:
Build a high performing team of Customer Onboarding Manager
Monitor onboarding performance and customer health metrics, identify performance gaps, and implement improvement initiatives.
Maintain and improve internal processes, workflows, and documentation (playbooks, guides, training materials)
Monitor and ensure data quality and KPI tracking in Salesforce
Align team performance with company and CX objectives
Provide strategic support for high-profile, multi-site, or complex clients
Act as a point of escalation for internal coordination (Sales, Support, Product).
Collaborate cross-functionally with Sales, Support, Product, and Success to remove blockers and drive a seamless onboarding journey.
Analyze data to assess efficiency, customer adoption, and capacity planning; generate insights to improve processes.
Ensure a high-quality handover between onboarding and post-onboarding teams (CSM or Support).
Represent voice of customer and onboarding needs in cross-functional projects or product roadmap discussions.

**REQUIREMENTS**:
**What you will bring to the table**:
5+ years in Customer Onboarding, Implementation, or Customer Success, with 3+ years in a leadership role.
Strong track record of leading onboarding teams in a SaaS or tech-driven environment.
Data-driven mindset; able to analyze KPIs and operational metrics to identify trends and opportunities.
Strong cross-functional collaboration and communication skills.
Experience optimizing onboarding processes at scale.
Familiarity with CRM and onboarding platforms (e.g., Salesforce, Zendesk)
**What we offer**:
Bright office in Paris’ 17th Arrondissement
A hybrid work environment
A work from abroad policy
Meal vouchers
Regular breakfast in the office
Gymlib subscription
25 vacation days + 8 to 10 RTT days
Health Insurance with Alan
About Zenchef
At Zenchef, we empower over 20,000 European restaurants. Our platform streamlines reservations, optimizes table management, and fosters lasting connections. With a suite of features enhancing the entire dining journey, we redefine experiences, turning first-time diners into loyal regulars. Our mission is to create memorable dining moments, and our vision is a restaurant industry where technology brings people together at the table.
At Zenchef, our core values—Craft, Thrive, and Heart—guide everything we do. We are dedicated craftspeople who blend ownership with hospitality, prioritize quality, and embrace continuous growth. Leadership, a focus on long-term success, and a commitment to development shape our decisions, creating an environment where everyone can thrive. Rooted in trust and compassion, we celebrate unity and cherish the moments we share together.
Equal opportunity employment
We are an equal opportunity employer committed to building a diverse team where everyone feels welcome. We do not discriminate based on race, color, national origin, sexual orientation, gender, age, mental or physical ability, or any other aspect of identity. We strongly believe that diversity contributes to a more successful company.