Lumber
Website:
lumberfi.com
Job details:
Location: Remote
Working Hours: 6:30 PM – 3:30 AM IST
Experience: 5–8+ years
About the Role
Lumber is the AI-powered construction workforce management platform built for the field, not retrofitted to it.
We’re looking for a high-ownership Founder’s Office team member who will take primary ownership of our onboarding function and work closely with leadership to build and scale how we onboard customers.
This is a high-visibility role for someone who thrives on structure, moves fast, and genuinely cares about delivering a great customer experience. You’ll lead a team of Customer Success Executives, partner closely with our US-based Onboarding leadership, and work directly with leadership to improve processes, solve problems, and drive execution.
You’ll be expected to go beyond managing day-to-day onboarding. You’ll identify what’s working, find what’s broken, build better systems, and turn successful approaches into repeatable processes as the company scales.
What You’ll Do
- Lead and coach a team of Customer Success Executives — set clear goals, review performance, provide coaching, and help the team continuously improve.
- Own onboarding execution across customers — build and maintain timelines, track milestones, manage dependencies, flag risks early, and keep every onboarding plan on track.
- Partner closely with US-based Onboarding leadership on process, tooling, reporting, priorities, and customer outcomes.
- Work directly with leadership on onboarding strategy, operational improvements, and high-priority initiatives.
- Champion the customer — proactively identify blockers, resolve issues quickly, and ensure every customer has a smooth experience from Day One.
- Become a product and workflow expert — develop deep expertise in Lumber’s platform and customer workflows so you can coach the team, troubleshoot complex challenges, and improve onboarding outcomes.
- Build repeatable playbooks — turn what works into documented processes that the team can consistently follow and future hires can quickly adopt.
- Identify and solve operational gaps — improve workflows, communication, tooling, reporting, and team processes as we scale.
- Track onboarding health using KPIs such as time-to-value, onboarding completion rate, customer satisfaction, and other relevant operational metrics.
- Provide clear visibility to leadership — communicate customer risks, team performance, trends, blockers, and opportunities for improvement.
- Drive cross-functional execution with Sales, Product, Support, and Operations to resolve issues and improve the overall customer journey.
- Own special projects that support onboarding, customer experience, operational efficiency, and company growth.
What We’re Looking For
- 5–8+ years of experience in a high-ownership role across customer success, operations, program management, strategy & operations, consulting, or a startup environment. Experience in onboarding, implementation, or customer-facing operations is a strong plus.
- Strong project management skills — comfortable managing multiple customer timelines and priorities without dropping the ball.
- Intense customer focus — you take ownership of the customer’s outcome, not just your task list.
- People management experience, or clear readiness to step into leading and coaching a team.
- Strong problem-solving and operational skills — you can take an ambiguous problem, create structure, and drive it to resolution.
- High ownership and accountability — you don’t wait to be told what to do when you see something that needs to be fixed.
- Excellent written and verbal communication, particularly when working with US-based stakeholders.
- Fast learner — you pick up new products and workflows quickly and are comfortable getting hands-on.
- Comfortable working with changing priorities and evolving processes in a fast-growing company.
- Comfortable working overlapping hours with a US-based team.
Nice to Have
- Experience managing or onboarding US-based customers.
- Experience in construction, payroll, HR tech, workforce management, or B2B SaaS.
- Experience building onboarding teams, processes, or playbooks from the ground up.
- Experience working in a high-growth or founder-led startup environment.
- Strong analytical skills and experience working with operational dashboards and KPIs.
Why Join Lumber
This is an opportunity to work closely with leadership while taking real ownership of a critical customer-facing function.
If you like solving problems, creating structure, taking ownership, and making things happen, this role is built for you.
Click on Apply to know more.
