About the Role

As an Onboarding Lead at Bound on the Customer Experience Team, you will own the customer onboarding journey from contract signature through successful adoption. You will work with customers to understand their needs and guide them through their onboarding plans, ensuring a smooth transition and quickly realize value.

You’ll combine project management, empathy, and cross-functional operations to create confidence for athletic directors and their staff. Success in this role means customers launch on time, feel supported throughout the process, and are equipped to operate independently with clarity and confidence.

This role is perfect for someone who thrives on organization, loves problem solving, and believes that great service makes all the difference.

Key Responsibilities

Own assigned onboarding projects from kickoff through go-live with full accountability for timeline and outcomes.
Define clear scope, success criteria, and launch timelines within the first customer interaction.
Lead structured kickoff meetings that create alignment, drive decisions, and eliminate ambiguity.
Anticipate risks, bottlenecks, and dependency gaps before they impact launch timelines.
Orchestrate execution across Onboarding Leads, Data Specialists, and Support
Document progress, decisions, and next steps accurately in HubSpot.
Enable customers to operate independently through structured training, documentation, and guided adoption.
Elevate recurring friction points and contribute to continuous improvement of the onboarding system.
Leverage AI tools and process improvements to increase onboarding velocity and reduce manual work over time.

Required Qualifications

Strong meeting facilitation skills with the ability to drive clarity and decisions.
Ability to hold customers accountable without damaging trust.
Comfortable operating in evolving processes and contributing to system improvements.
Ability to manage 25–40+ concurrent projects without losing clarity, timelines, or documentation accuracy.
Strong ability to operate as the project owner while distributing execution across Onboarding Assistants and Customer Data Specialists

Preferred Qualifications (Nice to Have)

3+ years of experience in SaaS onboarding, implementation, customer success, or structured project management.
Experience working with K–12 schools, athletic departments, or education technology platforms.
Former athletic director, coach, school administrator, or related leadership experience.
Familiarity with CRM systems such as HubSpot
Experience using AI tools to improve personal productivity and workflow efficiency.
Experience contributing to process improvement or scaling onboarding systems in a growth-stage company.

Who You Are

A naturally organized thinker who brings structure and clarity to complex situations.
Accountable for outcomes, not just activity — you care about launching customers successfully, not just checking boxes.
Empathetic and steady — you understand that athletic directors are busy and overwhelmed, and you guide them with patience and clarity.
Curious and growth-oriented — you’re open to new tools (including AI), enjoy improving how you work, and share what you learn with others.

Work Hours & Flexibility

Bound does not operate on a traditional “routine” workweek. When work needs to be done, we collaborate to get it done — whether that’s in the morning, afternoon, evening, or occasionally on weekends.

At the same time, Bound supports flexibility for personal needs, family events, appointments, and time to recharge. Employees are trusted to manage their schedules while meeting deadlines and delivering high‑quality work.

Work Location

Bound supports remote and hybrid work. Some roles may require on‑site presence depending on team needs and responsibilities. Location expectations for this role: On‑site (Ames, IA) / Hybrid / Remote

Physical Requirements (Essential Job Functions)

Prolonged periods of sitting and working on a computer.
Ability to travel occasionally as needed.

Why Join Bound?

Bound Core Values:

Moments Matter – We work for moment creators.
Hands On. Hands In. – We live these problems and live to solve them.
You Are Unusual – Everyone was given remarkable gifts. We want to see those in action.
We Figure It Out – We don’t dwell on a problem or issue, we work together and figure it out.
Learn It Alls – We are learn it alls, not know it alls

Benefits:

Flexible work hours
Flexible time off / PTO as needed
11 Holidays annually
Retirement savings - up to 3% match
Medical, dental and vision with employer contribution

Bound is an equal opportunity employer and does not discriminate based on race, color, religion, sex, national origin, age, disability, or any other protected status. Bound is committed to providing reasonable accommodations to qualified individuals with disabilities. If you need an accommodation during the application or interview process, please contact us.

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