Onboarding Account Manager

We are looking for a Onboarding Account Manager to own the journey from signed contract to stabilized launch, ensuring new merchants go live fast, smoothly, and with the right support from day one.

In this role, you will coordinate activation plans, drive merchant milestones, align internal teams across Sales, IT, Ops and Customer Care, and make sure every go-live is properly prepared and monitored through hypercare. You will also lead and develop a small team, ensuring activation excellence at scale.

What responsibilities and objectives will you have?

• Own the end-to-end merchant activation process, from contract signature to go-live and stabilization
• Validate handover from Sales, ensuring all required information is complete and accurate
• Build, manage, and track activation plans for each merchant
• Drive launch milestones and timelines, ensuring on-time go-lives
• Coordinate cross-functional teams (Sales, IT, Ops, Customer Care) throughout the activation process
• Ensure operational and technical readiness before go-live
• Monitor launch performance and lead hypercare phase to ensure a smooth start
• Identify risks, bottlenecks, and proactively implement solutions
• Track and analyze activation KPIs to drive continuous improvement
• Ensure a smooth handover of accounts to BAU / Expansion teams post-activation

• Time-to-live
• % of launches on time
• First pickup success
• OTD performance in the first weeks
• Customer Care ticket open rate
• NPS

• +5 years of experience in operations, onboarding, activation, or customer lifecycle roles
• Previous experience managing and developing teams
• Strong project management and process optimization skills
• Data-driven mindset, with the ability to track, analyze, and improve KPIs
• Experience working cross-functionally with Sales, Product, and Tech teams
• Excellent communication and stakeholder management skills
• Ability to work in a fast-paced, scaling environment
• Fluent in English (Spanish is a plus)

• Language platform
• Wellbeing programme
• Flexible working hours
• Online platform for lifelong learning
• Competitive salary
• Flexible remuneration services can be contracted

• Because we don’t settle — we go further and multiply impact (10X Attitude).
• Because we design every transformation around real customer value (Passionate About Customers).
• Because we make things happen fast and smart — not perfect, but done (Go, Go, Go).
• Because we believe the future belongs to those who rethink what’s possible (Dare to Disrupt).
• Because we win together — diverse, collaborative, driven by one shared vision (One Goal, One Team).

InPost has an Equal Opportunities Plan that promotes equality at all levels. We aim for equality in the company's workplaces, focused on promotion, as well as gender equality, diversity, equity and inclusion of people regardless of their abilities and conditions.