Lead - Customer & Partner Onboarding

Job Description

Are you interested in joining Europe's fastest growing companies? Do you want to impact the wellbeing of millions of employees?
If yes, then keep reading and join us to make an impact in a fast-paced and dynamic environment where you’ll play a key role in boosting everyday wellbeing, at home, at work. Everywhere!

Epassi’s purpose is to boost everyday well-being. We are a leading provider of employee benefit solutions across Europe. We were established in Finland in 2007, and in 2008 we were the first company to launch a mobile-payable employee benefit payment solution in Europe. Since then, we have consistently grown, diversifying our products and introducing our services into new markets.
Epassi has been awarded by the Financial Times as one of the fastest-growing companies in Europe on multiple occasions.

We are currently hiring a Lead - Customer & Partner Onboarding to be based in Amsterdam (hybrid, minimum 3 days/week in-office), working closely with part of our team in Heerenveen.
Occasional travel to client sites is expected.

Your mission at Epassi

Own and scale the Customer & Partner Onboarding function. In this role, you will lead a team of Onboarding Managers and Specialists, personally drive complex multi-benefit customer implementations, and be accountable for smooth, predictable partner (merchant) onboarding.

You will ensure a consistent, high-quality and efficient onboarding experience across all customer segments—from straightforward SMB customers to enterprise-level integrations—while building scalable processes, playbooks, and tooling to support continued growth.

Your responsibilities will be:

• Lead the Onboarding team: manage, coach, and develop Onboarding Managers & Specialists to ensure consistent execution and growth in role

• Own complex customer onboardings: lead end-to-end delivery for multi-benefit enterprise implementations, including managing stakeholders and minimizing escalations

• Oversee partner onboarding: ensure merchant/partner onboarding runs smoothly and predictably

• Own onboarding processes: build, maintain and continuously improve onboarding playbooks, tooling and documentation

• Lead onboarding for migrations: drive the onboarding workstream for customer migrations onto the Epassi/Alleo platform

• Create visibility & predictability: improve planning, capacity management and reporting to ensure onboarding throughput and quality at scale

You’ll be successful in this role if you:

• Deliver on-time, in-scope go-lives, with high satisfaction (CSAT) at handover to Customer Success

• Reduce customer Time to Value through process improvements and increased self-service for simpler onboardings

• Bring clear visibility into onboarding capacity, forecasting, and prioritisation

• Maintain high throughput for straightforward onboardings while scaling best practices

• Deliver complex multi-benefit implementations with minimal escalations

• Build a team that is well-managed, consistent, and continuously developing

• Ensure onboarding (customer + partner) is well-documented, scalable, and continuously improved

• Ensure partner/merchant onboarding is predictable and reliable

What you’ll be doing (daily):

• Plan and manage team capacity and onboarding pipeline prioritisation

• Personally lead complex, multi-benefit customer implementations

• Coordinate handovers with Sales (new customer transition) and align with Customer Success on go-live readiness and post-onboarding handover

• Run team cadences: team meetings, 1:1s, coaching and performance support

• Maintain and improve onboarding assets: documentation, guides, checklists, playbooks, best practices

• Measure and monitor onboarding KPIs such as time-to-value, CSAT at handover, and issues per onboarding

• Support and improve partner onboarding (merchant onboarding and integrations)

What you should bring:

• HBO+ work and thinking level (commercial, operational, or consultancy-oriented background preferred)

• 4–6+ years experience in SaaS onboarding, implementation, or customer-facing operations

• Experience leading or coordinating a small team

• Affinity with HR, payroll, or employee benefits is a strong plus

• Comfort working in a scaling environment where processes need to be built and improved continuously

Your language profile:

• Dutch: professional working proficiency

• English: professional working proficiency

Your track record:

• Strong project management capability with a track record of delivering outcomes

• Proven experience managing complex SaaS implementations end-to-end, including technical integrations (e.g., HR/payroll systems)

• Demonstrated success improving onboarding through process design, playbooks, and documentation

• Experience mentoring and managing junior team members and owning team outcomes

• Familiarity with privacy and security standards in B2B SaaS (e.g., ISO 27001, GDPR) is a plus

• Knowledge of the Dutch benefits landscape is an advantage (not required)

Your competency profile:

• People leadership & coaching: you identify strengths and development needs, and help others improve through structured support

• Ownership & accountability: you take responsibility end-to-end, follow through, and drive outcomes

• Structured execution: you can manage multiple parallel onboardings while keeping scope, timeline, and quality under control

• Stakeholder management: you communicate clearly with HR managers, payroll teams, partners, and internal stakeholders

• Calm under pressure: you handle ambiguity and complexity without losing momentum or overview

• Process improvement mindset: you spot inefficiencies, document solutions, and continuously improve the way onboarding works

Why You Should Join Us

Be part of an ambitious growth journey and join a global community of driven, bold, entrepreneurial, yet humble Epassians in a company that is constantly evolving.

• Work with a clear purpose — boosting everyday wellbeing — and create a meaningful, positive impact on both individuals and society.

• Thrive in an open and inclusive culture with low hierarchy, where relationships are built on respect, camaraderie, and shared successes and challenges.

• Come as you are — we’ll bring out the best in you and support your personal and professional growth.

• Join a fast-growing tech company with a strong financial foundation, offering opportunities to grow and make an impact together with us.

• Benefit from an inspiring and supportive work environment where employee wellbeing is a true priority.

• Contribute to solidifying our position as the number one player in Europe’s employee benefit market and help shape the next wave of success.