Customer Onboarding Manager

About the role

Onboarding Managers are trusted advisors to Commercial teams, helping shape complex opportunities and turn them into scalable, compliant and operationally feasible onboarding solutions. They bring together merchant needs, commercial priorities, compliance requirements and operational considerations to create a clear path to go-live.

The team’s goal is to deliver a best-in-class merchant experience through solutioning complex setup during onboarding while giving selling time back to the commercial team. This role will increase onboarding velocity and quality, and make complex opportunities operationally feasible within risk and compliance guardrails. This role is based in Amsterdam and partners with external merchants and internal teams across EMEA. 

What you’ll do

Onboarding Solutioning & Risk Management 

• Own onboarding compliance solutioning (KYC, CDD, Scheme requirements etc.) for complex opportunities from first assessment to sign-off
• Evaluate merchant risk profiles and build structured operational business cases for high-value deals. 
• Turn compliance, regulatory and card-scheme requirements into clear guidance that drive onboarding decisions. 

Stakeholder management 

• Be the primary operations contact for merchants across the onboarding journey; gather requirements, align expectations and drive milestones.
• Translate complex merchant needs and business models into clear, actionable onboarding requirements. 
• Partner with Sales, Account Management and Compliance to deliver a seamless merchant onboarding journey. 
• Build trust with senior merchant counterparts and internal leaders across markets in EMEA. 

Strategic advisory

• Shape onboarding opportunities with Commercial, balancing risk frameworks with commercial priorities. 
• Stay current on regulatory and scheme changes, and educate internal teams on regulatory, process and policy updates relevant to onboarding complex setups.

Project Management 

• Own the onboarding and expansion projects end to end, from commercial handover to go-live for complex clients
• Run multiple merchant opportunities in parallel, keeping timeline, dependencies and owners clear. 

 Operational excellence 

• Set the standard for how merchants are onboarded, and document best practices to enable consistency across markets. 
• Identify recurring blockers, fix root-cause, track metrics to improve onboarding process.  

Who you are

Basic Qualifications 

• 5+ years of experience in compliance advisory, client onboarding, or project management, with a track record of running several client-facing projects at once
• Experience in payments, fintech, or banking, with hands-on knowledge of KYC, CDD, card-scheme rules, and risk and compliance
• Fluent English, written and spoken, and the ability to explain complex topics simply to merchants, Sales, and senior leaders
• The confidence to build trust quickly with senior counterparts, internally and externally, across different markets

Preferred Qualifications

• A consultative mindset: you know when to hold the line on risk and when to find a workable route that supports the deal
• Strong judgment and prioritization in a fast-paced environment where timelines, dependencies, and owners change often
• Experience improving processes, spotting recurring blockers, fixing root causes, and documenting what works for scalable repeats
• Excellent presentation skills, including the ability to turn a complex risk assessment into a clear business proposal