Team Lead - Scaled Onboarding

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Responsive, formerly RFPIO, is the market leader in a growing category of SaaS solutions called Strategic Response Management. More than 2,000 customers, including Google, Microsoft, Blackrock, T.Rowe Price, Adobe, Amazon, Visa and Zoom, are using the Responsive platform to manage business critical responses
-including bids, questionnaires, assessments, and trust centers - that impact nearly half of a company's revenue. More than 35% of cloud SaaS leaders and more than 20 of the Fortune 100 standardize on Responsive, and the company has been voted "best in class" by G2 for 24 quarters straight. Customers have used Responsive to close more than $750B in transactions to-date.

To learn more, visit responsive.io.

The Team Lead, Onboarding (Scale) plays a critical role in designing, executing, and continually enhancing the onboarding experience for SMB and mid‑market customers within our scaled delivery model. This role emphasizes operational excellence, data‑driven decision‑making, and strong cross‑functional collaboration to help customers achieve rapid and meaningful value. The Team Lead will also lead a small team of onboarding consultants, guiding them in delivering efficient, timely, and impactful onboarding experiences that support a consistent, scalable, and high‑quality learning journey for our customers.

• Design, launch, and continuously optimize a segmented onboarding framework and program strategy tailored to SMB and mid‑market customers (our Scaled team)
• Define scalable onboarding pathways that accelerate time‑to‑value, with particular focus on the highest‑impact use cases
• Build and manage the workflows, automations, and content required to deliver efficient, self‑guided onboarding supported by targeted live enablement sessions
• Identify and define key deliverable milestones within the delivery methodology to clearly establish task ownership, ensure follow‑ups are explicit, outline required steps between meetings, and enable enforcement through structured timeline management
• Own core onboarding KPIs and maintain dashboards that provide visibility into program performance, customer progress, and business outcomes
• Ensure seamless handoffs to Customer Success Managers or downstream post‑onboarding programs

• Partner closely with Academy, CX Operations, Product and Marketing teams to enhance onboarding tools and end‑to‑end processes that extend through post‑implementation Customer Success activities
• Develop and refine email journeys, in‑app guidance, and playbooks that eliminate friction and accelerate time‑to‑first‑value
• Identify redundant or manual steps and streamline operations to improve scalability and consistency through automations, leveraging AI, and improved internal workflows
• Work with Product team and Data Analysts to analyze product usage data and customer feedback to uncover friction points, documenting opportunities to streamline and improve
• Evaluate feasibility and rollout targeted improvements that will improve speed to adoption at prescribed intervals (30 day, 90 day, 6 month, and 12 month milestones)
• Test, measure, and iterate on onboarding content, workflows, and customer touchpoints to drive program effectivenes

• Design, build and maintain reporting frameworks with a Data Analyst that monitor key onboarding metrics, including activation, time‑to‑first‑value, engagement, and customer satisfaction
• Translate customer and product insights into trends and actionable recommendations that inform strategic priorities and ongoing program refinement
• Advocate for customer needs and provide insights that influence product enhancements and customer experience improvements
• Identify and monitor key risk indicators during onboarding to proactively flag customers with declining engagement or adoption, enabling timely intervention to protect Go‑Live success and long‑term value realization
• Serve as the primary escalation point for customers within the…