Head of Onboarding - Customer Support

Join Customs4trade as Head of Onboarding – Shape the Future of Customer Implementation in a Fast-Growing Tech Company!

Are you a proven delivery leader who knows how to scale a team while still staying close to the work? Customs4trade (C4T) is looking for an experienced Head of Onboarding to lead our growing Customer Onboarding & Implementation Services team.

At C4T, we're rethinking the way companies handle customs and trade compliance—using cutting-edge technology and an agile mindset. We partner with Fortune 500 companies to streamline their global trade operations, and as Head of Onboarding, you'll own the strategy, structure, and performance of how we bring enterprise customers live on CAS—while still running select implementations yourself.

Our implementations are highly consultative and complex, combining enterprise SaaS delivery with intricate customs and logistics workflows—requiring strong leadership, deep stakeholder management, and a hands-on understanding of what it actually takes to deliver.

🔥 What You'll Own

• 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 across the team: timelines, customer satisfaction and outcomes.
• Drive the team's core KPIs, including Time to First Value for new customers and resource utilisation across the team.
• Escalation management: act as the escalation point for at-risk projects, internally and externally, and step in to get them back on track.
• Engage senior executives at our largest accounts as a strategic partner.
• Partner with Sales during the pre-sales cycle to make sure deals are scoped realistically and set up for a smooth handover.
• Plan team capacity, balancing hiring, workload and project pipeline as the team scales.
• Report on team performance and KPIs to leadership, showing risks and wins clearly.
• Liaise with Product so that implementation and customer feedback consistently shapes the roadmap.
• Drive continuous improvement in how the team delivers, refining processes and templates as business needs change.

🌟 What makes you a great fit

• 7+ years of SaaS delivery experience, including managing projects directly, not just overseeing others.
• Proven experience leading a team of project managers or consultants, ideally in a B2B SaaS environment.
• Comfortable balancing hands-on project delivery with team leadership.
• A solid understanding of project delivery, including resource planning, what drives key metrics, and building processes that scale.
• Clear communication upwards, downwards and across functions, with fluent written and spoken English.
• The ability to break complex problems into manageable parts and guide knowledgeable team members to a resolution.
• Strong escalation and stakeholder management, both internally and with customers.
• A growth mindset: ownership of initiatives, commitment to continuous improvement, and agility as business needs change.
• Able to work independently as a trusted senior voice, internally and with customers.
• Enthusiasm for logistics and customs, or the curiosity to become an expert in it.

Benefits

• High-Impact Work in a Growth Environment: Be part of a fast-scaling company where your expertise contributes directly to business success, innovation, and customer value.

• A Globally-Minded Team: Work together with talented professionals from diverse backgrounds and seniority levels, bringing a wide range of perspectives to drive better outcomes and make amazing things happen.

• A Culture of Ownership and Performance: Join a company that values initiative, clear communication, and results—within an open, supportive, and informal working culture.

• Work–Life Integration That Supports Productivity: We believe high performance and wellbeing go hand in hand. Our approach to work–life balance helps you stay focused, healthy, and engaged.

• Flexible Working to Drive Efficiency: Benefit from a hybrid working model that enables part-time remote work—designed to support both individual flexibility and team collaboration.

• Support for Smart, Sustainable Travel: Access a mobility budget that reimburses hybrid or fully electric vehicle use, aligning with both personal and environmental responsibility.

• A Strategically Located Workplace: Work from a modern, well-connected office near Mechelen train station—facilitating smooth commutes and seamless collaboration.

About the organisation

At Customs4trade (C4T), we are redefining the way businesses manage global trade. Our unique team of customs and trade experts, paired with top-tier technology engineers, has created CAS—an innovative SaaS solution that streamlines and automates end-to-end customs and trade operations.

CAS empowers businesses to optimise supply chain efficiency, accelerate time to market, unlock duty savings, and gain real-time strategic insights into their global trade activities. From import/export processes and special procedures to excise management, CAS enables smarter, faster, and more cost-effective trade. Additionally, our automated solutions ensure compliance.

As we continue to grow rapidly, we’re always looking for passionate, forward-thinking talent to join us. Together, with great people, bold ideas, and pioneering technology, we’re shaping the future of global trade.